Director of Visitor Services

Job Summary: Is responsible for the planning, implementation, administration and operational aspects for all visitor services initiatives and activities. These include activities and events, admissions, retail sales, food services, security and other guest services.  Primary objective is advancement of the Zoo’s mission.

Job Duties/Responsibilities:

• include the following but others may be assigned.
• Works and cooperates with other department heads and staff at all levels to achieve the highest levels of customer and employee engagement to become best-in-class in terms of culture, work, and community impact.
• Provide leadership in building and maintaining a people-focused culture where employees feel valued, motivated, and have opportunities for professional growth, and where teamwork and personal development contribute to a fulfilling work environment.
• Builds visitor loyalty and optimizes revenues through innovative product development and service delivery.
• Ensures that membership systems and procedures are implemented with a view to maintaining and increasing membership base.
• Directs the maintenance and upkeep of the Point of Sale, ticketing, photo pass and group sales systems.
• Plans and monitors budgets for visitors’ services, food services, gift shop, events/education, and security.
• Monitors and evaluates various Visitor Service operations to provide accountability for meeting established targets for key performance indicators such as cost of goods, labor burden, and net profit.
• Plans and develops systems for ticketing, crowd control, special visitor services, security, and emergency medical care.
• Works with CFO and/or Controller to develop, implement, and maintain internal controls including cash control procedures and PCI compliance.
• Serves as an on-site observer in order to maintain quality control to visitor service’s needs.
• Arranges for staff training and development to support excellence in visitor services.
• Manages seasonal workforce contract and onsite coordinator.
• Other duties as assigned.

Supervisory Responsibilities:

• Manages and supervises the Visitor Services Department, including food services, gift shops, admissions, security, and Activities and Events.
• Is assisted by managers and supervisors in each department. Is responsible for the overall direction, coordination, and evaluation of these departments.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.

Competencies:

• To perform the job successfully, the Director of Visitor Activities & Events must demonstrate exceptional customer service and interpersonal skills and exhibit impeccable leadership. 
• They must also utilize solid analytical and problem-solving skills and be able to plan and organize efficiently and effectively on multiple fronts.

Job Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

• Bachelor’s Degree or equivalent from a four-year college or university and 5 years’ experience.
• Must be people-oriented and familiar with the hospitality industry.
• Must have strong oral and written communication skills.
• Must be capable of managing multiple tasks and/or projects simultaneously.

Language Skills:

• Ability to read and analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to speak Spanish helpful.

Mathematical Skills:

• Ability to calculate figures and amounts as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel; and talk or hear.
• The employee frequently is required to reach with hands and arms and climb or balance.
• The employee is occasionally required to sit and stoop, kneel, crouch, or crawl.
• The employee must frequently lift and/or move up to 50 pounds.

Work Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• The noise level in the work environment is frequently noisy.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Employee Discount at Concessions and Gift Shop
• Employee Free Admission to Park
• Complementary Tickets for Friends / Family

Work Location:

• Caldwell Zoo
• 2203 Martin Luther King Blvd
• Tyler, Texas 75702

Experience Required

• 5 years related field(s) with demonstrated advancement 2 years management in multiple related areas at AZA Zoo