The Guest Services Manager is responsible for Guest Service operations and programs by ensuring the highest levels of guest service and team engagement. The Guest Services Manager reports to the Associate Director of Guest Services.
WHAT YOU WILL DO
- Provides oversight and leadership to the guest services team and ensures staff engagement. Is involved with employee development and performance management of the team.
- Manages appropriate staffing needs to support operations, including the hiring and training process.
- Develop, plans, implements, and improves guest service programs, policies, and procedures.
- Act as Duty Manager when assigned.
- Ensures guest services operations are running smoothly and addresses guest issues as needed.
- Exercises fiscal responsibility of the departmental budget.
- Monitors monthly financial reports to assure revenue targets are met and expenses are controlled.
- Makes adjustments where necessary to insure a positive year-end outcome.
WHAT WE ARE LOOKING FOR
- This position will oversee Guest Ambassador operations at the San Diego Zoo, providing strategic planning, guidance, and evaluation of the team’s daily activities in collaboration with the Associate Director for Guest Services.
- We are seeking a candidate with demonstrated experience in developing, implementing, facilitating and assessing training programs, with a strong emphasis on interpretation, public speaking, and guest service.
- The strongest candidates will demonstrate a communication style grounded in meaning and purpose, along with a strategic and proactive approach to fostering team culture. Regular schedule will include at least one weekend day per week.
JOB EXPERIENCE
- At least two years minimum of progressively responsible supervisory experience required.
- At least two years of customer service management experience required.
- Experience effectively leading teams and developing staff required.
EDUCATION AND CERTIFICATIONS
- Bachelor’s Degree in Business Administration, Travel & Tourism, Communications, or Recreation Management preferred.
SKILLS AND KNOWLEDGE
- Ability to manage internal and external customer interactions with a high level of tact and diplomacy required.
- Highly skilled at planning administrative proceduresrequired.
- Ability to effectively communicate both verbally and in writing required.
- Ability to operate moderately complex computer software programs required.
- Demonstrated ability to develop and administer budgets required.
SOME OF THE PERKS YOU WILL ENJOY AS A TEAM MEMBER
- Free admission to the San Diego Zoo and the San Diego Zoo Safari Park
- Family Passes
- Complimentary Tickets
- Local and In-House Discounts
- Employee Assistance Program
- Wellness Program
