Guest Services Event Operations Manager

General Summary

The Guest Services Event Operations Manager is responsible for exciting, engaging, and entertaining visitors and members in a way that promotes a positive Zoo experience and demonstrates unparalleled customer service. This position oversees and executes Guest Services and DEAI events and programs and serves as the onsite contact during special event days. It works closely with department directors and supports equipment and technology set up for other Zoo departments.

As part of the Guest Services management team, it supports daily operations of the Zoo and serves as Manager on Duty when necessary.

Additionally, the Guest Services Event Operations Manager supports the Zoo’s mission to save wildlife and protect wild places, and contributes to its environmental, social, governance (Sustainability), conservation, education, and DEAI goals.

• Facilitate daily staffing and operation of the Guest Services area, including opening and closing appropriate locations, problem‑solving, training, securing of funds, etc. in conjunction with fellow Managers in accordance with company SOPs.
• Maintain exceptional standards of customer service, cleanliness and physical appearance of all locations and staff.
• Continuously plan operational strategy with the Guest Services Management team to maximize revenue contribution and level of service.
• Lead or assist in planning, coordinating, and implementing Guest Services and DEAI events including but not limited to Black History Month, Wildly Inclusive, Bunny Bonanza, Field Days, AAPI Heritage Day, Pride at the Zoo, Juneteenth, Wild Water Splash Days, Celebramos, Zoo Boo, Holly Days, Brew at the Zoo and OktoBEARfest; assist with vendor coordination and service scheduling to support event programs.
• Maintain and organize Zoo and departmental supplies and equipment, including inflatables, decorations, giveaways and prizes.
• Lead or assist with equipment and technology setup of all Zoo rentals, events and educational and development programs.
• Review department webpages to ensure event information is accurate.
• Create event collaterals such as posters, banners and handouts for internal and external promotion of Zoo events and programs.
• Prepare weekly schedules for all seasonal, part‑time, and full‑time departmental staff.
• Interact with guests in a friendly, professional, and informed manner that promotes the Zoo’s message of conservation.
• Ensure equipment is in working order and maintain supplies to meet operational objectives.
• Provide guest controls, including handling challenging situations.
• Ensure compliance with cash handling policies and procedures.
• Maintain risk and safety management processes for the Guest Services Department, comply with Zoo accident and incident standards, and work with risk and safety partners to ensure staff are prepared for disaster and emergency response.
• Lead or assist in training for event equipment and technology; perform event setup and breakdown; assist with onsite oversight and execution of event days; respond to event‑related inquiries and confirmation emails with guests and vendors.
• Provide superior customer service by answering questions, anticipating guest and member needs, escalating issues when appropriate and meeting or exceeding guest expectations.
• Collaborate with the Volunteer Department to assign volunteer roles and manage volunteers during Guest Services and DEAI events and other assigned volunteer stations.
• Create and send post‑event reports and follow‑ups to assess event success, gather feedback and identify opportunities for retaining business.
• Assist in developing community partnerships to broaden the Zoo’s reach and ensure offerings are diverse, accessible, equitable and inclusive.
• Supp…