Guest Services Supervisor - Park Operations

Safety Sensitive: This is a safety-sensitive position.  Regardless of whether you are a medical marijuana licensee, you must receive a negative result on a 10-panel, pre-placement drug screening to include THC, prior to beginning work.

The Zoo

• Tulsa Zoo Management, Inc. (TZMI) is a nonprofit organization driven by our mission of Connecting, Caring, Advocating for Wildlife, People, and Wild Places. 
• From roaring lions to squawking parrots, each member of our team is integral to the success of the Zoo as Green Country’s largest paid daily attraction.
•  At Tulsa Zoo, the IDEA is a zoo for all. We are committed to fostering an inclusive workplace where everyone feels valued and respected. 
• Apply today for your opportunity to join our dynamic group of passionate individuals who bring the zoo to life each day, 365 days per year, caring for animals, interacting with guests, educating the public, and managing the Zoo’s grounds, operations, and facilities. 

A Few of Your Many Benefits

• Free family-level Tulsa Zoo membership
• Medical, dental, and vision benefits beginning your first day of employment
• 401k
• Unlimited mental healthcare at no cost to you
• Food, beverage, and retail discounts on zoo grounds
• Generous paid time off plans
• Your Job
• The Guest Services Supervisor - Park Operations is responsible for the coordination and execution of a wide variety of guest services operations, including asset management, cash handling, and logistic support. 
• This role supports Guest Services teams and collaborates with other departments to enhance the overall guest experience.

Your Essential Responsibilities

• If you disclose different abilities, reasonable accommodations will be made to enable you to perform the essential duties and responsibilities of this position.
• Other duties may be assigned to you.
• Provide backup supervision across all Guest Services teams, assist in scheduling and managing shifts for park operations, and conduct regular team meetings.
• Ensure all park assets contribute to a positive guest experience, resolve guest issues related to park operations, and communicate with guests about zoo amenities and services.
• Oversee the maintenance and functionality of all department assets (technology, physical barriers, guest services signage, benches, and revenue generating machines), manage entrance logistics for large groups like field trips, and ensure compliance with zoo policies and procedures including emergency and safety protocols.
• Oversee guest services office operations including ordering and organizing office and kitchen supplies, managing zoo-wide supply needs (printer toner, coffee, etc.), and maintaining department communication areas.
• Develop and implement training programs for staff on park operations, provide cross-training opportunities to Guest Services Ambassadors, and work closely with Guest Services department leaders to ensure that training materials and procedures are consistent across the department.
• Manage all department cash handling, including equipment maintenance, revenue collection, and deposits of revenue from on-grounds machines, ticket sales, etc., while maximizing efficiency and collaborating with supervisors to boost revenue through optimized operations and new assets.
• In collaboration with Guest Services leaders, assist in managing the budget and inventory for park operations, ensuring resources are used efficiently and within budget constraints.
• Prepare regular reports on the performance of department assets and cash handling operations, while using analytics to identify trends in asset usage, revenue, and efficiency to improve park operations.
• Propose and implement new ideas for streamlining and innovating guest services park operations.
• Effectively communicate and demonstrate interpersonal skills with all levels of employees in a clear and professional manner.
• Demonstrate and adhere to TZMI’s workplace values.
• Know and follow zoo policies and procedures, including emergency protocols.
• Attend and participate in staff meetings and assigned training sessions.

Supervisory Responsibilities                                                        

• This position has one direct report and assists in supervising the following teams in their leaders’ absences:
• Admissions, Membership, Attractions, and Environmental Services.

What We Expect

• Required Qualifications, Education and/or Experience
• Must be 18 years or older, possess a valid driver’s license, and be insurable on TZMI’s insurance carrier
• Must be able to work weekends and evenings
• At least two years related experience and/or training in a retail or customer service environment; or equivalent combination of education and experience
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers, employees of TZMI, and the general public
• Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals and when using units of American money
• Ability to quickly remediate and troubleshoot technical issues with minimal oversight. Competency in Microsoft Word; Microsoft Excel; Microsoft Outlook; Altru or equivalent ticketing system a plus; Internet Browser(s) – Explorer, Chrome, Safari, etc.
• Ability to operate basic office equipment, including coin and/or cash counter, 10-key by touch, copy machine, multi-line phone, etc.

What You can Expect

• Our Values
• We are enthusiastically committed to be part of the Tulsa Zoo community.
• We will all work together as one Zoo Team to support the Zoo’s mission.
• We will value and appreciate everyone and create a safe, understanding, and welcoming environment for all.
• We will all be accountable for achieving excellence.
• We will earn the trust of one another, acting honestly and treating each other with respect.

Physical Demands and Work Environment

• Moving about - frequently
• Sitting - frequently
• Standing - frequently
• Reaching with hands and arms – frequently
• Stooping, kneeling, crouching, and/or crawling - occasionally
• Exchange of in-person, phone, radio, or digital communication - frequently
• Carrying or lifting up to 50 pounds – frequently
• Pushing and/or pulling up to 50 pounds – frequently
• Gripping, pinching, writing, and other hand movements - frequently
• Climbing and/or balancing – rarely
• Exposure to outdoor weather conditions - frequently
• Exposure to high noise levels- occasionally
• Work near moving mechanical parts – frequently
• Wet or humid environment - occasionally