The San Francisco Zoological Society (“Society”) is a non-profit institution that manages and raises funds for San Francisco Zoo and Gardens (“Zoo”). The Society’s mission, supra, is summarized as the 3 c’s: to connect our visitors with wildlife so that they care about nature and ultimately conserve it. The Society’s leadership team is comprised of a President & Executive Director as well as a professional team of Senior Managers. The Society endeavors to meet or exceed the standards of its industry peers, including those established by the Association of Zoos & Aquariums (“AZA”). For over 25 years, the Society has been continuously accredited by the AZA.
- Upholds the Society’s mission, core values (respect, professionalism, resiliency, efficiency, equality) and other policies/procedures outlined in the Employee Handbook and elsewhere.
- Weekends, holidays are required and incumbent will serve as Manager on Duty and/or Incident Command on weekends
SUMMARY:
- Guest Services & Belonging Manager will work in Operations Division and reports to Director of Guest Services or designee.
- Performs independent, professional-level work and acts as backup for Director of Guest Services when required.
- This position serves as a nexus between the Zoo's mission and high quality guest experience & satisfaction.
- Weekend (Saturday and Sunday) and holiday work is required (until further notice).
DISTINGUISHING FEATURES & ESSENTIAL DUTIES/RESPONSIBILITIES:
- Assists Zoo Divisions to deliver high quality service experience to guests and campers, defines & establishes service quality control standards, and rebuilds & rebrands a guest-centric culture.
- Develops, coordinates and trains Guest Services Representatives and related staff to ensure their interactions with guests are consistent with the Zoo’s Mission Statement and Core Values.
- Designs and adapts appropriate assessment tools or approaches such as exit surveys, on-line questionnaires, etc., collects all necessary information for assessing positive guest experience and recommends additional learning needs for relevant staff to improve guest satisfaction.
- Assists the Director of Guest Services or designee with the daily operations in the Guest Services Department.
- Duties may include, but are not limited to, staff scheduling, & attendance cash handling, membership inquiries, employee issues & coaching, parking lot, ride inspections, time cards, inventory control, and maintenance requests.
- With the oversight and/or at the direction of the Director of Guest Services or designee, organizes, plans (devises new scheduling systems & protocols where appropriate) staff schedules to ensure adequate coverage, directs and oversees workload assigned to Guest Services Representatives and related staff in the department.
- May serve as the first point of contact for guest inquiries on site and on-line in a quick, professional and timely fashion.
- Works and coordinates with Marketing, Operations, Education, Development, and Ambassador Program on events to ensure high quality service delivery.
- Analyzes guest feedback and develop tools and programs for improved guest experience.
- Prepares written documentation such as memos, incident reports, correspondence and reports.
- Functions as Manager on Duty (MOD)/Incident Command (IC) on weekends and on as-needed basis.
- Coordinates intern recruitment efforts and serves as an instructor and resource for interns and volunteers. Assist with outreach events as well as onsite volunteer programs
- Interacts with Zoo visitors courteously and offers proper attention at all times.
- Other duties as required or assigned
SUPERVISORY RESPONSIBILITIES:
- Ability to provide strong leadership skills to a diverse workforce and to engage and motivate subordinate staff in activities and programs to comply with the Zoo’s Mission and Core Values; Ability to exercise administrative creativity, independent judgment in a professional environment and at times make complicated choices, and decisions under stressful situations; Assists with supervising the Guest Services team and carries out supervisory responsibilities in accordance with relevant Zoo’s policies, applicable laws, rules and regulations.
- Duties may include, but are not limited to, interviewing and training employees; planning, assigning and directing work; addressing internal and external complaints and ensuring compliance with union rules and other provisions in the parties’ collective bargaining agreemen
QUALIFICATIONS:
- To perform this job successfully, an individual must be able to perform each of the above essential duties satisfactorily.
- The requirements listed below are representative of the knowledge, skills and/or ability required.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Excellent written and verbal communication skills are a must.
EDUCATION & EXPERIENCE:
Education:
- A bachelor’s degree from an accredited college or university in business administration, psychology, management studies or a related field or discipline.
- Qualified work experience may substitute for education requirement.
Experience:
- Two years supervisory experience in hospitality industry and/or entertainment industry.
- Certification(s) in customer service, hospitality, and/or related training programs highly desirable.
LANGUAGE SKILLS:
- Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
REASONING ABILITY:
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
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.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to use hands, talk and hear.
- The employee frequently is required to stand and walk.
- The employee is occasionally required to sit, reach with hands and arms, taste and smell.
- The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 80 pounds with assistance.
- Specific vision abilities required by this job include color vision.
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 the essential functions.
- While performing the duties of this job, the employee is regularly exposed to outside weather conditions.
- The employee is occasionally exposed to moving mechanical parts and toxic or caustic chemicals.
- The noise level in the work environment is usually moderate.
- Bilingual candidates are encouraged to apply.
- EOE.
- Salary Range: $65,000-$69,000
- Application: Please apply via our web site at:
- https://candidate.offerdox.com/clients/c32a6703-4c9c-4d70-b296-b438a4f2cf91/jobs/
- Please attach a cover letter with your resume.
