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Guest Services Supervisor

Tulsa Zoo
Tulsa, United States Posted: March 30, 2024

 Tulsa Zoo Management, Inc. (TZMI) is a 501(c)(3) nonprofit organization with the mission of “Connecting, Caring, Advocating for Wildlife, People, and Wild Places.” A dynamic group of passionate individuals brings the zoo to life each day, 365 days per year, caring for animals, greeting guests, educating the public and managing the facilities.  Each member of the team is integral to the success of the zoo as a key asset in the City of Tulsa and the Northeast Oklahoma region, delivering recreational opportunities, providing unplugged family time and conserving animal species for future generations.

Position Summary:
  • The Guest Services Supervisor will support the Director of Guest Services and all divisions within the Guest Services Department.
  • The position will be responsible for the coordination of a wide variety of guest services duties.
  • In addition to daily, weekly, and monthly duties and responsibilities, the Guest Services Supervisor will act as the Manager on Duty for Admissions and Membership, Attractions, or Environmental Services as needed.
Essential Duties and Responsibilities:
  • Other duties may be assigned in keeping with the mission of Tulsa Zoo Management, Inc. (TZMI)
  • Provides support for the Director of Guest Services and all Guest Services department managers and assistant managers by completing and overseeing a variety of daily, weekly, and monthly tasks.
  • Maintains, organizes, and keeps inventory of guest services supply room. Tasks include organizing and reorganizing supply boxes, setting up and taking down outdoor sales tents and sales kiosks, and advising managers of inventory numbers.
  • Assists department managers in the ordering, invoicing, receiving, and stocking of bulk order items such as ticket stock, zoo maps, rack cards, window decals, membership cards, etc.
  • Maintains ARCA cash machine for daily use. Tasks include but are not limited to machine inventory management, cleaning maintenance, technical troubleshooting, and cashier assistance.
  • Ensures all point-of-sale system opening and closing procedures are complete for multiple departments daily.
  • Assists in data entry across all zoo departments as needed. Including database management on a routine basis.
  • Handles department reservations and basic upkeep of guest services kitchen, conference room, golf carts, and crowd control stanchions.
  • Acts as contact for daily function of vending machines, coin machines, fish feeders, and other revenue generating assets on zoo grounds. In addition, provides basic maintenance and technical troubleshooting of these assets as needed.
  • Manages corporate credit cards: Sam’s Club, Lowe’s, Home Depot, Walmart, etc.
  • Orders and manages break room supplies and office supplies.
  • Responsible for the general upkeep and maintenance of office equipment including furniture, postage machines, copiers, paper cutters, and laminators. Operates large paper cutter for projects as required.
  • Assists on zoo grounds during after-hour private events as needed.
Supervisory Responsibilities:                                                
  • Has no direct reports but acts as the Manager on Duty for Admissions and Membership, Attractions, or Environmental Services when department leaders are not available.
  • To perform the job successfully, an individual should demonstrate the following competencies as they relate to TZMI core 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.
  • 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.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
  • Bachelor’s degree from an accredited college or university and at least two years related experience and/or training in a retail or customer service environment; or equivalent combination of education and experience.
Language Skills                                                    

Ability to read and interpret documents such as safety rules, operation and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers, employees and TZMI and the general public.

Mathematical Skills
  • Ability to add, subtract, multiply and divide using whole numbers, common fractions and decimals.
  • Ability to perform these operations using units of American money.
Computer Skills
  • Ability to quickly remediate and troubleshoot technical issues with minimal management oversight.
  • Competency in Microsoft Word; Microsoft Excel; Microsoft Outlook; Altru or equivalent ticketing system a plus; Internet Browser(s) – Explorer, Chrome, Safari, etc.
  • Experience using Quireo a plus.
Other Skills, Abilities or Qualifications                                           
  • Must possess a valid driver’s license and be insurable on TZMI’s insurance carrier.
  • Ability to prioritize and organize assigned projects.
  • Ability to manage multiple part-time staff members on a day-to-day basis. Ability to work a flexible schedule including evenings, weekends and holidays as required. Ability to operate basic office equipment, including coin and/or cash counter, 10-key by touch, copy machine, multi-line phone, etc.
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.
  • This position involves considerable standing; considerable walking; moderate sitting; considerable reaching with hands and arms; considerable amount of stooping, kneeling, crouching or crawling; substantial talking or hearing, moderate lifting up to 40 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 the essential functions.
  • This work environment involves moderate work in all outdoor weather conditions; moderate work with loud noise level.

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