Zoo Guest Experience Manager

Website City of Waco

Zoo Guest Experience Manager

 

City of Waco

 

Salary: See Position Description

 

Job Number: 2022-01416

 

Location: Waco, TX

 

Department: Cameron Park Zoo

 

Job Type: Full Time

 

Summary

 

Minimum starting salary $55,799.39 per year depending on qualifications

 

Reporting to the Zoo Director, the Guest Experience Manager will oversee the daily operation of the Guest Experience division. The selected candidate will have primary responsibility for fostering and monitoring services that enhance revenue for admissions, retail, food and beverage, and event services, and will maintain approved standards for the guest experience related to the cleanliness and physical appearance of all locations within the division. Additionally, the Guest Experience Manager is responsible for managing the ongoing guest experience training program, recruitment, mentoring, coaching, and evaluation of staff.

 

Primary Duties

 

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. Factors such as regular attendance at the job are not routinely listed in job descriptions but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

 

• Plans, schedules and directs the daily work activities of the Guest Experience staff (which includes but may not be limited to admissions, retail, food and beverage, and event services) in accordance with variations in projected attendance.

• Supervises, mentors, and coaches Guest Experience staff, which includes selecting and training staff, addressing and resolving performance concerns, and evaluating staff performance.

• Serves as the primary resource to receive and respond to guest inquiries and complaints as well as conduct front-line decision-making and problem-solving in a courteous and professional manner.

• Trains staff on how to provide exceptional guest service to Zoo visitors and staff.

• Oversees cash control, monitoring each function’s respective cash handling, return and void procedures, and reconciliation.

• Monitors expense budgets and payroll records and reviews financial transactions to ensure that expenditures are authorized and budgeted.

• Aids in the development of a departmental expense budget and accounts for all expenditures according to policy standards.

• Closely examines all current policies and procedures to identify those that are outdated and/or inefficient and leads the development and establishment of new or revised policies, procedures, and goals that drive revenue and increase guest satisfaction.

• Serves as a key contributor in advancing technology initiatives that enhance the guest experience.

• Maintains attractive, clean, and organized facilities to enhance the guest experience.

• Orders and tracks inventory supplies and works cross-functionally to correct or repair equipment and functionality issues.

• Supports the Zoo’s conservation message by utilizing environmentally sound practices and products in the retail and food and beverage operations.

• Research merchandise items by attending approved trade shows; selects and buy merchandise for gift store.

• Assists with group visits to the Zoo.

• Supports the relationship between the City of Waco and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; maintains confidentiality of work-related issues and City information.

• Performs other related and assigned duties as required.

• Driving is essential.

 

Qualifications

 

REQUIRED:

 

• Bachelor’s Degree in Retail Management, Business Management, or related field

• A minimum of three years’ progressively responsible experience in retail sales and management

• Or an equivalent combination of education and experience.

• Must possess a valid Texas Driver’s License.

 

LICENSE AND CERTIFICATION:

 

• Maintain current First Aid/CPR certification.

• Maintain Food Handler License.

 

Physical Demands

 

Medium Work:

 

• Exerting up to 50 pounds of force occasionally and/or up to 30 pounds of force frequently and/or up to 10 pounds of force constantly to move objects.

 

EEO Statement

 

The City of Waco is an Equal Opportunity Employer and is committed to providing fair and equal treatment of all applicants for employment without regard to race, gender, color, religion, national origin, age, disability, sexual orientation, or gender identity. We value diversity and are committed to creating an inclusive environment for all.

 

To apply, please visit https://apptrkr.com/3536150

 

The City of Waco is an Equal Opportunity Employer and is committed to providing fair and equal treatment of all applicants for employment without regard to race, gender, color, religion, national origin, age, disability, sexual orientation, or gender identity. We value diversity and are committed to creating an inclusive environment for all.

 

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To apply for this job please visit apptrkr.com.