Guest Services Lead
Company: Santa Barbara Zoo
Location: Santa Barbara
Posted on: September 18, 2024
Job Description:
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-ExemptSchedule: Up to 25 hours per week, including weekdays,
holidays, weekendsCompensation: $16.50 to $17.50 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 Guest Services Management, the Guest
Services Lead (GSL) 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, professionalism of 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 Supervisor and
Associate
- Finding and coordinating staff replacements when scheduled
staff are not able to work
- Assists with 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 through the day, including, but not
limited to:
- Fossil find experience
- Climbing for Condor climbing wall
- Goat Brushing Experience
- 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:
- Fossil find experience
- Climbing for Condor climbing wall
- Goat Brushing Experience
- 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 in resolving challenges
- Processes and reconciles all banks in collaboration with
Supervisor and team members at the end of work day
- Tracks and reports any anomalies and discrepancies to Guest
Services Supervisors and Events & 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 for 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 Front-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 efficiency
- 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 assessment of Guest Services staff in
collaboration with 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
- Obtaining and processing all documentation for pay check
distribution as requested by management and/or the Payroll
team
- Representing the Zoo favorably when interviewed by the media,
with management's pre-authorization and training
- Assisting with, and participating in: set-up, tear-down and
staffing for special eventsGuest 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 shares information
- Responds to all guest inquiries, challenges, and comments
according to Zoo guest relations procedures
- Assists with Guest recovery and de-escalation of
situations
- 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 possibleGiraffe 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 safety of guests, staff, volunteers, and
animals, and to:
- Maintain feeding areas in clean and safe working
conditions
- Fill-out daily inspection documents and file them
appropriatelyClimb for Condors Experience
- Trains team to facilitate established presentations, including
ticket sales and talking points
- Trains team to answers 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 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
appropriatelyGoat Brushing Experience
- 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 reviews the signs of animal
behavior during feedings using the daily documentation system as
necessary as team:
- Communicates closely with keepers and animal care as
needed
- Reports and logs daily statistics
- Trains team to ensure 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
appropriatelyFossil Find Experience
- Trains team to facilitate established presentations, including
ticket sales and talking points
- Trains team to answers 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 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
appropriatelySECONDARY 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 ManagementPOSITION 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 preferredLicense, Certification, or
Preferred Qualifications
- Valid Driver's License with good driving record preferred
- Willing and able to obtain a First Aid, CPR/AED
certification
- Willing and able to obtain SafeServ CA Food Handling
certificationKnowledge, 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 employee, 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 language is a plusPhysical
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 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 cultureTools 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
- GlovesBENEFITS & 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 San Diego Zoo Global Academy 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.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.
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Keywords: Santa Barbara Zoo, San Luis Obispo , Guest Services Lead, Hospitality & Tourism , Santa Barbara, California
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