Director Of Guest Services

Director of Guest Services

Accredited by the Association of Zoos and Aquariums since 1987, the Potawatomi Zoo is seeking a highly motivated and experienced individual to join a rapidly growing facility. Since 2018 the Zoo has invested over $20 million in capital improvements, taking this once small community zoo to a modern zoological facility focused on its mission of conservation and education. This is an exciting time of change and an opportunity for the right person to make a huge impact on the Zoos future.

South Bend, Indiana, centrally located to Chicago, Indianapolis, Fort Wayne, and Grand Rapids is a thriving and growing community. Affordable housing makes this community a great place to work, live, and play.

Job Description:

Reporting to the Executive Director, this is a newly created multifaceted position that oversees admissions, retail, and attractions with a high focus on positive guest satisfaction. This position must be both strategic – looking for opportunities to grow the business and maximize organizational efficiencies – and tactical by managing the day-to-day operations of these areas. Reports include managers, assistant managers, and approximately 80-120 seasonal staff each year. This is a hands-on position requiring flexible hours and a presence within the field.

As a key member of the director team, a successful candidate will need to prioritize an environment of positive customer service through staff training, coaching, and motivational initiatives to drive revenue and positive guest experiences.

Responsibilities:

• Oversee the Zoos retail services, including the main gift shop, retail kiosks, face painting, zoo farm feeding tokens, and other special vending opportunities. Current revenue in these areas exceed $1M yearly.
• Assist and mentor the Zoos retail manager in all aspects of this area.
• Evaluate, layout and maximize inventory in all retail areas. Receive inventory product to maintain POS system inventory.
• Recognize and research Zoo trends in highly desired merchandise that are in line with the zoos mission of conservation while practicing sustainability in packaging and products.
• Maintain relationships with current vendors and seek out new vendors as needed.
• Seek new opportunities to build on the Zoos retail services.

• Oversee Zoo admission and Guest Services through daily and online ticket sales. Seeks opportunities for efficiencies as it relates to modern technology. Admission exceeded 350k visitors in 2023.
• Oversees all group admissions including a high volume of school field trips that involves significant prioritization during peak times of the year.
• Oversees all attractions including the Zoos train, carousel, and giraffe feeding. Seeks other opportunities and ideas for the Zoo.
• Foster a culture for important data collection, such as visitor zip code tracking.
• Working closely with animal care and education, this position will build on the Zoos animal encounter experiences that currently includes rhino, otters, bison, and sloth.
• Works closely with the development departments membership manager to ensure front line staff are meeting the guest service goals needed for a successful membership program.
• Works closely with the development departments events and corporate picnic staff to ensure special group admission operates efficiently.
• Ensures staff engagement through development initiatives and performance management. Coaches staff to ensure they are meeting assigned goals and consistently meeting great Guest Services standards.
• Working with area managers, schedules and supervises staff to support zoo operations.
• Collaborate with HR to develop, improve, and implement Guest Services policies, programs, and procedures.
• Communicate daily expectations and provide regular feedback to all Guest Services staff.
• Establish and maintain standards of collaborative interaction among peers and employees that is characterized by respect, honesty and service; assure that all guest service staff are held to similar standards and ethics.
• Welcome the richness of talent from a diverse workforce and recognize that diversity brings stimulation, challenge, and energy that contribute to a productive and effective workplace.
• Create, maintain, and manage a team environment.
• Responsible for all cash within the Guest Services areas.
• Perform periodic audits of safe and banks.
• Hold staff accountable for established cash handling procedures in all areas.
• Create a loss prevention protocol.
• In collaboration with HR, interview and maintain appropriate staff levels.
• Develop and manage the departments yearly budget, working closely with the Zoos Director of Finance.
• Completion of other tasks and duties as needed.

Skills Required:

• Ability to learn and understand technology as it relates to POS systems, data collection, inventory, and budgets. Must be able to actively troubleshoot and seek technology advancements in the operations of Guest Services.
• Ability to multitask and delegate responsibilities accordingly to best manage the department.
• Ability to work in a fast-paced environment with times of high stress and responsibilities depending on the time of year. To be able to manage and respond to negative customer feedback and pressures that come along with Guest Services.
• Ability to establish a culture of great customer service.

Requirements:

• A bachelor’s degree in business management, operations or a related field is preferred but can be substituted by significant experience in the field.
• At least three years’ experience in a multifaceted guest service management role.
• Experience in retail management, including inventory and purchasing.
• Guest Services can be a demanding position that requires flexible hours depending on the time of year. Willingness to work at least one weekend day in the open season and the ability to adjust schedules as needed is required.

Job Type: Full-time

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evenings as needed
• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Experience:

• Retail management with Purchasing and Inventory: 2 years (Preferred)
• Guest Services Management: 3 years (Preferred)

Work Location: In person