Guest Services Supervisor

Overview

The Santa Barbara Zoo is hiring a Guest Services Supervisor to support the Guest Services Team.

Position Status: Regular, Full-Time, Hourly, Non-Exempt

Schedule: Tuesday - Saturday

Compensation: $26.20 per hour

* You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position.*

Under the general direction of the Director of Events & Guest Services and the Guest Experience Manager, the Guest Services Supervisor promotes the Zoo and its mission through planning, developing, coordinating, implementing, and evaluating the guest service operations and programs.

• Collaborates with Events & GS Manager and colleagues to develop, revise, and evaluate programs in line with the Department Operation Plan
• Enforces work schedules and ensures staff accountability
• Oversees reservations operations and manages online reservation programs
• Assists guests and team members with positive correspondence, phone interactions, and in-person interactions
  • Answers reservations telephone lines and responds to phone calls, voice mails, and emails promptly
  • When required, forwards calls, emails, and voice messages to the appropriate party in a timely manner
  • Refers to the appropriate person, official, or department when necessary
  • Organizes and processes outgoing and incoming email correspondence
• Performs transactions for all programs as needed through Counterpoint, Razor’s Edge, Outbound, or Online Software
  • Coordinates all online ticketing functions for guests and team members
  • Generates specific Counter Point Reports, and all Online Ticket Sales Reports as needed
  • Monitors response metrics through call logs, team member management, etc., to ensure communication and resolution are completed within established timelines
• Assists with screening new candidates
• Assists with all School and Group program scheduling, sales, administration, and onboarding
• Must be knowledgeable of all Zoo admissions and membership policies and pricing
• Adheres to the Zoo’s policies and procedures as outlined in the Employee Policy Manual
  • Must have the ability to project a professional image while representing the Zoo
  • Applies and exemplifies “green” (sustainable) practices whenever possible
  • Attends all-employee meetings
• Manages stage operations and participates in the development process
• Assists in enhancing our guest experience on a continual basis
• Leads teams in a positive professional fashion
• Assist in staff development, coaching, mentoring, and sales techniques
• Interacts with customers, performing the duties of a GS staff as necessary
• Responds to all guest inquiries, comments, and criticisms in a timely manner, in accordance with the guest relation’s procedures, involving the supervisor if necessary
• Answers phone calls promptly, professionally, with a friendly smile
• Assist with special event staff management as necessary
• Performs all functions necessary from opening to closing of business
• Responds to emergencies as needed
• Trains, and helps evaluate GS staff as appropriate, in conjunction with Events & GS Manager
• Adheres to and enforces schedules, beginning, and ending times, meal breaks and breaks, covering for breaks as needed
• Promotes positive internal communication within and between departments
• All other duties as assigned
• Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping the work area clean, picking up trash while out in the Zoo and parking lot, and reporting unsafe or unsightly conditions
• Processes, records, and tracks Donation Requests, including Guest Passes and Employee Passes

• Maintains a clean, neat appearance and adheres to the Zoo’s uniform dress code
• Maintains positive communication skills:
  • Greets every Guest within 10 feet with a warm smile, and every guest within 5 feet with a friendly “hello”
  • Answers phone calls promptly and with a smile
  • Follows all assigned scripts
  • Responds to all guest inquiries, comments, and feedback in a timely manner, and in accordance with the guest service procedures
• Maintains all records, spreadsheets, and customer data while maintaining guest confidentiality
• Associates with guests to share information,…