Guest Services Lead

Santa Barbara Zoo

Santa Barbara, CA

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JOB DETAILS

SALARY

SKILLS

Administrative Skills, Animal Care, Apple iPad, CPR Certification, Calculators, Calendar Management, Coaching, Communication Skills, Computer Workstations, Conflict Resolution, Conservation, Copying Machines, Customer Support/Service, Defibrillator, Detail Oriented, Documentation, Emergency Response, Equipment Maintenance/Repair, Event Management, Fax Machines, First Aid, Food Services, Funding, Green Business, Hand Tools, Hospitality and Tourism, Housekeeping/Cleaning, Identify Issues, Laptop PC, Lift/Move 30 Pounds, Mail Processing, Maintenance Services, Marketing, Mentoring, Microsoft Office, Office Equipment, Operations, Operations Management, Payment Processing, People Management, Performance Analysis, Performance Reviews, Physical Demands, Point of Sale (POS) Systems, Presentation/Verbal Skills, Printers, Problem Solving Skills, Purchasing/Procurement, Reconciliation, Retail, Retail Operations, Safety Process, Safety/Work Safety, Sales, Sanitation, Schedule Development, Staff Policies, Staff Requirements, Staff Training, Statistics, Team Lead/Manager, Team Player, Time Management, Two Way Radio, Waste/Garbage/Recycle Collection, Writing Skills

LOCATION

Santa Barbara, CA

POSTED

30+ days ago

If you thrive on helping customers, love to problem solve, have some supervisory experience, and are looking for a very interactive job in a fun and busy work environment: we may have the dream job for you right here in beautiful Santa Barbara! Do what you love while contributing to our mission.

The Santa Barbara Zoo is seeking a part-time Guest Services Lead to join our Guest Services team.

Position Status: Part Time, Regular, Hourly, Non-Exempt
Schedule: Up to 25 hours per week, including weekdays, holidays, weekends
Compensation: $17.90 per hour

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

SUMMARY:

Under the general direction of the GS Supervisor, Manager of Events & GS, and the Director of Events & GS, the Guest Services Lead assists in supervising Guest Services operations throughout the zoo, coordinates staff daily, and maintains or exceeds Admission, Attractions, and Membership goals set by management. The Guest Services Lead encourages, supports, and exemplifies the highest standards, to ensure the quality of guest experience, the professionalism of the staff, and the delivery of our conservation programming and messaging.

ESSENTIAL DUTIES :
Daily Operations

Arrives on time for scheduled shift, properly dressed, and ready to begin work
Assists in morning bank retrieval; activity set-up; and equipment distribution
Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash and micro trash, reporting unsafe or unsightly conditions
Ensures all areas and equipment are well maintained and in excellent condition, and is responsible for:
- Inspecting the conditions of all equipment daily
- Reporting maintenance needs through the appropriate channels of communication in a timely manner
Collaborates with the Guest Services Associate and Supervisor to ensure all areas are properly staffed by:
- Verifying all absences, checking email, text, or phone messages from staff, reporting and coordinating with the Supervisor and Associate
- Finding and coordinating staff replacements when scheduled staff are not able to work
Assists with the creation of daily schedule in collaboration with Supervisor; monitors changes in response to business and staffing needs; and enforces staff adherence including:
- Beginning and ending of shift times
- Meal break for lunch and/or dinner
- Providing relief to ensure On-the-clock rest breaks are taken
Distributes and delivers upon demand documentation, equipment, and supplies for activities throughout the day, including, but not limited to:
- Bounce house operations
- Fossil find experience
- Climbing for Condor climbing wall
- Barnyard feeding
- Giraffe feeding
Successfully communicates and coordinates all aspects of daily operations with front-line and Attraction staff in a timely manner
- Performs all Front line location and shift functions, and fills any position required in response to staffing or business needs
- Operates Attractions/experiences as needed, including, but not limited to:
  - Bounce house operations
  - Fossil find experience
  - Climbing for Condor climbing wall
  - Barnyard feeding
  - Giraffe feeding
- Assists in the maintenance and repair of all coin-operated machines (scopes, vortex, Swan and Koi feeding)
- Assists with maintenance of Fossil find attraction
Troubleshoots Counterpoint Point of Sales (POS) and Outbound Reservations systems, and assists team members with inquiries, system failures, and resolving challenges
Processes and reconciles all banks in collaboration with the Supervisor and team members at the end of the workday
- Tracks and reports any anomalies and discrepancies to Guest Services Associate and Guest Services Manager
Ensures that all workstations are prepared for the next day’s operations at closing
Promotes positive internal communication within and between departments and employees
Assists with communication and processing of School group reservations
- Assists with School group check-in; group management; and payment processing
- Confirms and assists with enhancements of experience (Giraffe feeding, train rides, etc.) for school groups with Guest Services and Attractions
Processes, records, and tracks Guest pass donations
Processes, records, and tracks Employee guest passes
Performs Administrative clerical duties including, but not limited to: filing, mail sorting, delivery, and document processing, etc.
Fulfills receptionist duties, including answering, routing, and recording details of telephone communications; responding to and re-routing email inquiries; re-scheduling, amending, and confirming online reservations via Outbound; etc.
Assists with Close Encounters (behind-the-scenes animal) tours as needed
Supports Management and Font-line staff by:
- Assisting with interviews as needed
- Training new employees (first day and first shift on assigned station) and assisting with shadowing assignments
- Assisting in the development of training materials, and monitoring training efficacy
- Assisting with daily team supervision to assess job performance including, but not limited to adherence to dress code standards; appropriate guest communication and relations; cash handling procedures; proper dissemination of marketing and information for external communication; animal safety procedures; service animal procedures; guest and employee safety drills and procedures; etc.
- Performing regular assessments of Guest Services staff in collaboration with the Supervisor and Manager
- Working alongside Front–line staff to provide coaching and mentoring, as needed
- Offering help as needed to ensure staff provides "above and beyond" guest service
- Recording and reviewing daily performance Google forms, logs, and surveys
Obtains and processes all documentation for paycheck distribution as requested by management and/or the Payroll team
Represents the Zoo favorably when interviewed by the media, with management’s pre-authorization and training
Assists with, and participates in set-up, tear-down, and staffing for special events

Guest Relations

Greets every Guest within 10 feet with a warm smile, and every guest within 6 feet with a friendly “hello”
Thanks guests for supporting/visiting the Zoo
Assists in Guest Services duties in Culinary Programs and Retail Operations as needed
Associates with guests to assist and share information
Responds to all guest inquiries, challenges, and comments according to Zoo guest relations procedures
Assists with Guest recovery and de-escalation of situations
Assists in Event mailings
Maintains a clean, neat appearance and adheres to the Zoo’s uniform dress code
Takes responsibility to stay informed about happenings at the Zoo, such as:
- Reading employee communications
- Attending meetings
  - Relays pertinent information to front-line staff
Reflects the qualities outlined in the Guest Relations Statement, the Employee Pledge, and our Core Values
Adheres to the Zoo’s policies and procedures as outlined in the Employee Policy Manual
Applies and Exemplifies “green” (sustainable) practices whenever possible

Giraffe Feeding Experience:

Assists team in established presentations, including ticket sales, food distribution, and talking points
Trains team to respond to questions and to provide a positive and fun atmosphere for guests including, but not limited to:
- Engaging guests in thematic interpretation presentations on surrounding animals
- Managing lines appropriately as necessary
- Stocking areas with all necessary materials and equipment to maintain a positive guest experience
Trains team to properly record and review the signs of animal behaviors during feedings, using the daily documentation system as necessary with the team:
- Communicates closely with keepers and animal care department as needed
- Reports and logs daily statistics with accuracy
Trains team to ensure the safety of guests, staff, volunteers, and animals, and to:
- Maintains feeding areas in clean and safe working conditions
- Fills out daily inspection documents and files them appropriately

Climb for Condors Experience:

Trains team to facilitate established presentations, including ticket sales and talking points
Trains team to answer questions and provide a positive and fun atmosphere for guests, including, but not limited to:
- Engaging guests in thematic interpretation presentations on surrounding animals
- Climbing wall to assist guests as necessary
- Managing lines appropriately as necessary
- Stocking areas with all necessary materials and equipment to maintain a positive guest experience
- Reports and logs daily statistics
Trains team to ensure the safety of guests, staff, and animals including, but not limited to:
- Priming and testing rock wall for safety operations
- Maintaining all areas in safe and clean working condition
- Following all opening and closing procedures
Ensures team fills out daily inspections and files them appropriately

Goat Brushing Experience:

Assists team in established presentations, including ticket sales, item distribution, and talking points
Trains team to respond to questions and to provide a positive and fun atmosphere for guests including, but not limited to:
- Engaging guests in thematic interpretation presentations on surrounding animals
- Managing lines appropriately as necessary
- Stocking areas with all necessary materials and equipment to maintain a positive guest experience
Trains team to properly record and review the signs of animal behavior during feedings using the daily documentation system as necessary as a team:
- Communicates closely with keepers and animal care as needed
- Reports and logs daily statistics
Trains team to ensure the safety of guests, staff, and animals and to:
- Maintain feeding areas in clean and safe working conditions
- Fill out daily inspection documents and file them appropriately

Fossil Find Experience:

Trains team to facilitate established presentations, including ticket sales and talking points
Trains team to answer questions and provide a positive and fun atmosphere for guests including, but not limited to:
- Engaging guests in thematic interpretation
- Managing lines appropriately as necessary
- Stocking areas with all necessary materials and equipment to maintain a positive guest experience
- Reports and logs daily statistics
Trains team to ensure the safety of guests, staff, and animals including, but not limited to:
- Maintaining proper chlorination of sluice water for guest safety
- Maintaining all areas in safe and clean working condition
- Following all opening and closing procedures
Ensures team fills out daily inspections and files them appropriately

SECONDARY DUTIES:

Assists with other Guest Services functions as necessary
Participates in special team assignments as appropriate
Handles emergency situations in a professional manner and according to Zoo policy and protocol
- Remains calm and creates an atmosphere of calm and control for those dealing with the emergency situation
Other duties as determined by Management

POSITION CRITERIA:
To perform this job successfully, an individual must be able to execute each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

High school diploma or equivalent preferred
Prior experience in a guest-related job
Prior paid supervisory experience preferred
Prior cashier experience preferred

License, Certification, or Preferred Qualifications

Willing and able to obtain a First Aid, CPR/AED certification

Knowledge, Skills, Abilities

Capacity to develop friendly and productive relationships at work with a focus on collaboration, including:
- Effective oral and written communication skills
- Ability to supervise others in a friendly and effective manner
- Ability to handle conflict effectively and constructively
- Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and our guests
- Ability to work on zoo grounds, as well as attending events in the community off-grounds
Professional skills including:
- Excellent time management skills (must be prompt and on time)
- Ability to work successfully in a shared workspace, with shared equipment and constant interruptions
- Working knowledge of and ability to use effectively our scheduling software
Excellent customer service including:
- Excellent conflict management skills
- Ability to have a positive and upbeat attitude
- Ability to think quickly and in a constructive manner under pressure
- Ability to maintain a professional appearance and attitude at all times, as a representative of the Zoo
Ability to exercise safe work habits
- Attention to detail, with a focus on safety
- Ability to handle emergencies in a calm and professional manner
Ability to work a flexible schedule that will include some weekends, holidays, and scheduled events as needed
Ability to converse in Spanish is a plus

Physical Demands & Work Environment

Must be able to access all areas of the facility
Must be able to climb stairs and stand/walk for up to two continuous hours
Must be able to climb the Climbing Wall attraction
Ability to push, pull, lift, and grab constantly
Ability to bend, twist, and reach often
Must be able to stand throughout the entire shift
Ability to lift 15-30 pounds occasionally, in the course of normal duties
Involves working out-of-doors in all weather conditions
Ability to drive cart safely
Ability to work in a busy shared, open-space work environment
Ability to participate in Emergency responses
Supportive and open employment culture

Tools Used

Two-way radio
Hand tools
iPads, laptops, and other electronic equipment
Computer and Microsoft Office Suite
POS system and registers
Standard office equipment; telephone, printer, copier, facsimile machine, and calculator
Electric Carts
Attractions and attractions equipment
Sanitation supplies including, but not limited to:
- Disinfecting solution
- Hand sanitizer
- Gloves

BENEFITS & PERKS:

Great team, beautiful grounds, amazing animal collection, sunshine & ocean view almost year-round!
Free parking M-F, free guest passes, unlimited free tea/coffee every morning, 20% discounts on food services and retail purchases
Access to the Collabornation learning platform, professional development events, and lunch & learn opportunities

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

Please make sure to check your spam folder if you do not see an email response from the Zoo.

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This job description is representative of the expectations of the position described. Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer or authorized representative. No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.

The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.

At this time, the Zoo does not sponsor employment or internship visas.

About the Company

Santa Barbara Zoo

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