Visitor Services Manager

The Maryland Zoo in Baltimore
Baltimore, MD
Sep 15, 2017
Sep 18, 2017
Full Time
General Summary: The Visitor Services Manager is responsible for exciting, engaging, and entertaining visitors in a way which promotes a positive Zoo experience and demonstrates unparalleled customer service. The Visitor Services Manger is the lead trainer for the daily operations of the Zoo to include admissions, access control/ticketing, rides/ shuttles/ train divisions, and custodial operations (as assigned). Essential Functions: Primary Function: Facilitate the daily staffing and operation of the Visitor Services area to include opening and closing of appropriate locations, problem-solving, training, securing of funds, etc in conjunction with fellow Managers and in accordance to company SOPs; Maintain exceptional standards of customer service, cleanliness and physical appearance of all locations and staff; Along with the Visitor Services Operations Manager, continuously plan and update pricing and operational strategy to maximize revenue contribution and level of service; Prepare weekly schedules for all seasonal, part-time, and full-time departmental staff; Interact with guests in a friendly, professional, and informed manner that promotes the Zoo's message of conservation; Ensure working order of equipment and maintain supplies to meet operational objectives; Provide guest controls, including challenging situations; Ensure compliance of cash handling policies and procedures; Maintain risk and safety management processes for the Visitor Services Department; Comply with Zoo accident and incident standards; Effectively work with risk and safety partners and ensure department and staff are prepared for disaster and emergency response for guests and staff; Serve as Manager on Duty; Perform other duties as assigned; and, Adhere to all policies and procedures of the Zoo. Communication (Internal and External): Conduct daily briefings with all seasonal, full-time, and part-time staff to inform them of all happenings within the zoo in reference to Visitor Services responsibilities; Communicate daily schedules, events, and any changes for the main gate, exhibits or attractions to all staff so that they may notify guests if asked; Actively collaborate with the Animal, Marketing, Development, Education and Volunteer departments to design and implement programs and presentations; Actively collaborate with the Animal, Marketing, Development, Education, Events, Group Sales and Volunteer, Hospital and Maintenance departments to produce and participate in non-routine special events; Work closely with contracted concessions' management and staff to ensure adherence to all Zoo policies and procedure; and, Respond appropriately to guests' questions, comments, or concerns. Management of Resources (financial, human resources, facilities): Cultivate, evaluate, and train staff, rendering discipline when necessary; Collaborate with the Visitor Services Operations Manager on all matters concerning personnel; Support the Visitor Services Operations Manager in the recruitment, hiring, training, evaluation and disciplining of all staff; Coordinate with other departments as necessary to fulfill any special needs relating to Visitor Services (ie Events); and, Organize breaks for all employees while ensuring adequate staffing levels to control attendance flow. Minimum Qualifications: Hospitality: Friendly and outgoing; Possess a positive and patient attitude; and, Possess excellent verbal communication skills. Education: Bachelor's Degree in Business, Hospitality, Recreation, Tourism, or related discipline (education may be substituted in lieu of relevant experience). Experience/Training: Minimum of two years in a supervisory management position; Minimum of three years related experience in the hospitality or retail industry; Proficiency with Microsoft Office software, including Microsoft Outlook, Word, Excel, and PowerPoint; Familiarity with business cash handling procedures; and, Valid driver's license. Working Conditions: Must be able to stand and remain active for an eight hour shift; Must be able to walk large areas of the Zoo as needed; Must be able to work in an outdoor weather environment in all seasons and weather, including heat/humidity, cold temperatures, and/or wet conditions; Ability to work a flexible schedule to include weekends, holidays, and special events; and, Must be able to exert up to 35 pounds of force to lift, push, pull, carry, or otherwise move objects. Equipment: Must be able to operate a variety of equipment including computer, telephone, two-radio, hand tools, power tools, golf cart, rides, etc. Traits Desirable: Ability to work with individuals from a wide variety of ethnic, cultural and economic backgrounds; Strong organizational and communication skills; and, Ability to identify and resolve guest issues. Disclaimer: The statements above are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified. Therefore, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change.

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