GUEST EXPERIENCE MANAGER

Facility

San Francisco Zoo & Gardens

Closing Date

[jobclosingdate]

Description

The San Francisco Zoological Society (“Society”) is a non-profit institution that manages and raises funds for San Francisco Zoo and Gardens (“Zoo”). The Society’s mission, supra, is summarized as the 3 c’s: to connect our visitors with wildlife so that they care about nature and ultimately conserve it. The Society’s leadership team is comprised of a President & Executive Director as well as a professional team of Senior Managers. The Society endeavors to meet or exceed the standards of its industry peers, including those established by the Association of Zoos & Aquariums (“AZA”). For over 25 years, the Society has been continuously accredited by the AZA.

Upholds the Society’s mission, core values (respect, professionalism, resiliency, efficiency, equality) and other policies/procedures outlined in the Employee Handbook and elsewhere.

Weekends, holidays are required and incumbent will serve as Manager on Duty on weekends

SUMMARY: Under general supervisor, Guest Experience Manager will work in Operations Division and reports to Director of Guest Services or designee. Performs independent, professional-level work and acts as backup for Director of Guest Services when required. This position serves as a nexus between the Zoo’s mission and high quality guest experience & satisfaction.

Weekend (Saturday and Sunday) and holiday work is required (until further notice).

DISTINGUISHING FEATURES & ESSENTIAL DUTIES/RESPONSIBILITIES:
Assists Zoo Divisions to deliver high quality service experience to guests and campers, defines & establishes service quality control standards, and rebuilds & rebrands a guest-centric culture.

Develops, coordinates and trains Guest Services Representatives and related staff to ensure their interactions with guests are consistent with the Zoo’s Mission Statement and Core Values.

Designs and adapts appropriate assessment tools or approaches such as exit surveys, on-line questionnaires, etc., collects all necessary information for assessing positive guest experience and recommends additional learning needs for relevant staff to improve guest satisfaction.

Assists the Director of Guest Services or designee with the daily operations in the Guest Services Department. Duties may include, but are not limited to, staff scheduling, & attendance cash handling, membership inquiries, employee issues & coaching, parking lot, ride inspections, time cards, inventory control, and maintenance requests.

With the oversight and/or at the direction of the Director of Guest Services or designee, organizes, plans (devises new scheduling systems & protocols where appropriate) staff schedules to ensure adequate coverage, directs and oversees workload assigned to Guest Services Representatives and related staff in the department.

May serve as the first point of contact for guest inquiries on site and on-line in a quick, professional and timely fashion.

Works and coordinates with Marketing, Operations, Education, Zoo U, Development and Ambassador Program on events to ensure high quality service delivery. Analyzes guest feedback and develop tools and programs for improved guest experience.

Prepares written documentation such as memos, incident reports, correspondence and reports.

Functions as Manager on Duty (MOD) on weekends and on as-needed basis.

Interacts with Zoo visitors courteously and offers proper attention at all times.

Other duties as required or assigned

SUPERVISORY RESPONSIBILITIES: Ability to provide strong leadership skills to a diverse workforce and to engage and motivate subordinate staff in activities and programs to comply with the Zoo’s Mission and Core Values;

Ability to exercise administrative creativity, independent judgment in a professional environment and at times make complicated choices, decisions under stressful situations;

Assists with supervising the Guest Services team and carries out supervisory responsibilities in accordance with relevant Zoo’s policies, applicable laws, rules and regulations. Duties may include, but are not limited to, interviewing and training employees; planning, assigning and directing work; addressing internal and external complaints and ensuring compliance with union rules and other provisions in the parties’ collective bargaining agreement.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each of the above essential duties satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Excellent written and verbal communication skills are a must.

EDUCATION & EXPERIENCE:
Education: A bachelor’s degree from an accredited college or university in business administration, psychology, management studies or a related field or discipline. Qualified work experience may substitute for education requirement

Experience: Two years supervisory experience in hospitality industry and/or entertainment in industry. Certification(s) in customer service, hospitality, and/or related training programs highly desirable.

LANGUAGE SKILLS: Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

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. While performing the duties of this job, the employee is regularly required to use hands, talk and hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit, reach with hands and arms, taste and smell. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 80 pounds with assistance. Specific vision abilities required by this job include color vision.

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. While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The employee is occasionally exposed to moving mechanical parts and toxic or caustic chemicals. The noise level in the work environment is usually moderate.

Bilingual candidates are encouraged to apply. EOE.

Please apply via our web site at:
https://pro.snaphire.com/sfzoo-careers/home?source=ORG

Please include a resume and a cover letter detailing your experience as it relates to this position.

Education and Pre-requisites

Not specified.

Compensation and benefits