The Guest Experience Department is looking for an enthusiastic and service focused individual to join our team. The Assistant Manager of Guest Relations plays an important role in supporting the day to day operation of our world class Zoo while helping create a welcoming and engaging experience for every guest.
This position reports to the Guest Relations Manager and is primarily responsible for leading the daily operation. The Assistant Manager directly supervises Guest Relations Supervisors and frontline team members at various locations who provide guests relations services including selling tickets and memberships. They will ensure clear communication, accountability, and training. This role is highly visible and hands on, spending time both supporting the team at the desks and helping guide the overall flow of the day.
In addition to managing daily operations, inventory and service standards, this role will support the Zoo’s transition to cashless and help continue moving the team toward a more proactive, concierge style service. The Assistant Manager will work closely with other departments to ensure a smooth and consistent guest experience across the Zoo.
This position requires flexibility. The typical schedule will fall Sunday through Thursday, but adjustments are expected based on operational needs, including coverage on Fridays and Saturdays when the Manager is off. The role also includes some desk work in a shared space but is primarily out with the frontline team daily.
We are looking for someone who is positive, organized, and confident in leading a team. This is a great opportunity for someone who enjoys working with a team and guests, coaching in real time, and helping staff grow. As our department continues to evolve, responsibilities may shift, so we are looking for someone who is adaptable and open to change.
Success in this role means building a strong, engaged team that takes ownership of the guest experience and consistently creates a welcoming, efficient, and memorable visit for everyone who walks through our gates.
Job Responsibilities
· Help run the day-to-day operation of Guest Relations and make sure everything is set up for a smooth, positive guest experience
· Lead and support Guest Relations Supervisors and frontline staff, serving as their main point of contact
· Be present and visible and willing to jump in at the desks, helping during busy times, and supporting the team where needed
· Set the tone for guest service by modeling a friendly, proactive, concierge style approach
· Coach and develop team members through real time feedback and support, helping them grow in confidence and skill
· Make sure service expectations are clear and being met consistently across all locations
· Help manage daily staffing needs, including scheduling, adjusting schedules and covering call offs when needed
· Assess daily sales activity reports ensure accurate entries into the POS system
· Keep all Guest Relations areas stocked, organized, and ready for the day
· Support revenue processes and help guide both staff and guests through the Zoo’s move to cashless
· Share important updates with the team and make sure everyone has the information they need to do their job well
· Work closely with other departments to keep things running smoothly and ensure a consistent guest experience
· Step in to handle guest concerns when needed and support staff in resolving issues appropriately
· Make sure signage, screens, and guest information are accurate and up to date
· Stay aware of guest flow and step in to help manage lines, crowds, and overall efficiency
· Attend meetings and contribute ideas to improve operations and the guest experience
· Keep training materials, info binders, reports, and materials organized and up to date
· Ensure daily materials are filed and record retention cycles are maintained
· Support onboarding and training of new team members, including expectations around the concierge role
· Stay flexible and open to change as the department continues to evolve
· Other duties as assigned
