Guest Services Manager (Full Time)

The Guest Services Manager plans, directs and evaluates activities related to enhancing the guest and team member experience as it relates to Parking, Guest assistance and Public Safety. This position ensures the Guest Services team provides outstanding guest service, maintains standards, and meets expectations for all components of guest service. Works closely and communicates regularly with other managers to maximize the experience for the guest relative to the Zoos Mission and Values.

Essential Job Functions:

• Assume a leadership role in developing & implementing strategic initiatives.
• Oversee and direct the guest services, parking lot and public safety functions.
• Direct activities related to Zoo parking, traffic flow, visitor ingress and egress.
• Responsible for departmental budget and ensures department achieve financial and performance objectives.
• Establish and evaluate departmental specific security, safety protocols and processes.
• Responsible for compliance with federal guidelines and local Health Department requirements.
• Select, hire, train, and develop Guests Services Team.
• Evaluate and recommend immediate and long-term strategies for improving parking and guest services program.
• Policy and procedure development of emergency preparedness, evacuation procedures and development of work safety standards. 
• Ability to act independently and decisively in crisis situations.

Minimum Requirements:

• Minimum 5 years or more experience in the security field including supervisory responsibility and experience as a trainer.

Preferred Qualifications: 

• Degree in Criminal Justice or related field.
• Certification in CPR/First Aid/AED.

Competencies:

• Critical thinking/Problem Solving.
• Written and oral communication Proficiency.
• Proficient in MS Office, Point of Sale Systems, reports creation and data management.
• Stress Management/Composure.
• Flexibility.
• Teamwork Orientation.

Supervisory Responsibility:

• This position has up to twenty-five direct reports and is responsible for Full-time, Part-Time, and Seasonal team members.
• Reporting Structure: Reports to Director of Safety & Guest Services.

Position Type/Expected Hours of Work:

• This is a full-time salaried 40 or more hours per week position which regularly requires evening and weekend work.

Work Environment:

• While performing the duties of this job, the employee frequently works in outside weather conditions.
• The employee is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, chemicals and vibration.
• The noise level in the work environment is usually quiet while in the office, or moderately loud while on Zoo grounds.
• This position requires working outdoors in all types of weather, requires extensive walking throughout the Zoo premises, requires standing for prolonged periods, and requires extensive interaction with the public.

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 frequently required to stand, walk, sit, talk and hear.
• The employee is constantly required to use hands and fingers to feel, handle or operate objects, tools, or controls; and reach with hands and arms.
• The employee is occasionally required to climb, balance, stoop, kneel, crouch, crawl and walk.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, color vision, and the ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Other Requirements:

• Valid driver's license.
• Proof of current automobile insurance.
• Clear driving record.
• Clear background check.
• Clear drug screening.
• Benefits (subject to applicable waiting periods):
• Medical, dental, vision. 
• FSA, HSA.
• Short and Long Term Disability. 
• Group Term Life Insurance and AD&D. 
• 401K
• Answer these questions from the employer:
• By submitting your application, you hereby certify that the facts set forth in the above employment application are true and complete to the best of your knowledge.

Certification

• I certify that the information provided on this application is truthful and accurate.
• I understand that providing false or misleading information will be basis for rejection of my application, or if employment commences, immediate termination.
• I authorize Memphis Zoo to contact former employers and educational organizations regarding my employment and education.
• I authorize my former employers and educational organizations to fully and freely communicate information regarding my previous employment, attendance, and grades.
• I authorize those persons designated as references to fully and freely communicate information regarding my previous employment and education.
• If an employment relationship is created, I understand that unless I am offered a specific written contract of employment signed on behalf of the organization by its CEO, the employment relationship will be "at-will".
• In other words, the relationship will be entirely voluntary in nature, and either I or my employer will be able to terminate the employment relationship at any time and without cause.
• With appropriate notice, I will have the full and complete discretion to end the employment relationship when I choose for reasons of my choice. Similarly, my employer will have the same right.
• Moreover, no agent, representative, or employee of Memphis Zoo, except in a specific written contract of employment signed on behalf of the organization by the CEO, has the power to alter or vary the voluntary nature of the employment relationship.
• I HAVE CAREFULLY READ THE ABOVE CERTIFICATION AND I UNDERSTAND AND AGREE TO ITS TERMS.

EEOC AND INCLUSION STATEMENT

• The Memphis Zoo believes that human diversity is as important as the biodiversity we seek to conserve.
• World-class zoos are comprised of world-class team members representing a variety of backgrounds, perspectives, and skills.
• We value a diverse workplace and strongly encourage people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, and veterans to apply.
• The Memphis Zoo is an equal-opportunity employer.
• Applicants will not be discriminated against because of race, color, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state or federal laws.
• If you need to request any accommodations for the interview or hiring process, please let the Human Resources team (HR) know. HR can be contacted at hrteam@memphiszoo.org.
• The Memphis Zoo participates in E-Verify and is an EEO/ADA/Veteran employer.

How to Apply:

• Applications should be submitted via the Memphis Zoo Careers page.
• Please note that any other application submissions will not be considered. www.memphiszoo.org/careers. 

Salary

• $55K