Events and Guest Services Manager

Job Description:Position Summary:The Events & Guest Services Manager is responsible for working under the direction of, and in collaboration with the Director of Events & Guest Services, colleagues, partners, vendors, and other stakeholders to plan, coordinate, execute, and evaluate mission-focused, high quality, cost effective, and revenue-generating Events and Guest experiences that attract and engage guests and contribute to the overall success of the Santa Barbara Zoo and its mission.Success factors for the position of Manager of Events and Guest Services encompass a range of skills, attributes, and responsibilities. Here's a comprehensive list:1. Event Planning Expertise: Demonstrated proficiency in planning, organizing, and executing various events within our zoo environment, including but not limited to special events, private events, birthday events, and educational programs.2. Leadership and Team Management: Ability to lead, motivate, and manage a diverse team comprising Event Coordinators, Event Hosts, Supervisors, and Guest Experience Ambassadors, ensuring high morale, engagement, and adherence to standards. Oversees direct performance of Guest Service Ambassadors, Leads and Supervisors.3. Customer Service Focus: Strong commitment to delivering exceptional customer service experiences to guests, addressing complaints, inquiries, and ensuring visitors feel welcome and satisfied during their visit, screening and answering incoming phone calls from the public and zoo staff.4. Operational Oversight: Capability to oversee day-to-day operations of Guest Services, including admissions, reservations, attractions, event rentals, parking management, and birthday parties, ensuring smooth functioning and a positive guest experience. Managing and reporting on Museums for All admissions and group programs management, including Zoo4U scholarship program.5. Communication Skills: Excellent communication abilities to interact effectively with guests, staff, vendors, and stakeholders, and serve as the primary point of contact for addressing guest needs and inquiries.6. Problem-Solving and Decision Making: Aptitude for quick decision-making, problem-solving, and conflict resolution to handle unexpected situations and ensure seamless guest experiences.7. Financial Management: Proficiency in handling financial transactions, operating cash registers or point of sales terminals, maintaining cash drawers, and completing necessary financial paperwork.8. Safety and Compliance: Strong commitment to guest safety and knowledge of safety protocols, ensuring compliance with regulations, assisting with lost individuals, managing lost and found items, completing necessary incident reports9. Training and Development: Capability to identify training needs, provide training sessions to the team, and ensure that all team members are well-equipped with necessary skills to perform their duties effectively.10. Detail-Oriented and Organizational Skills: Strong attention to detail in managing Guest Services equipment, work stations, and ensuring cleanliness and organization throughout the zoo premises.11. Collaboration and Relationship Building: Ability to collaborate with internal departments, external partners, vendors, and stakeholders to create successful Events and enhance guest experiences.12. Adaptability and Flexibility: Capacity to adapt to changing situations, manage multiple tasks simultaneously, and work effectively under pressure in a dynamic zoo environment.13. Innovative Thinking: Willingness to bring innovative ideas and strategies to improve Guest Services, attract visitors, and contribute to revenue generation for the zoo.These success factors collectively contribute to the effective management of Events and Guest Services within the Santa Barbara Zoo, ensuring a positive and memorable experience for all visitors while supporting the zoo's mission and goals.Position Essential DutiesDaily Operations Reports directly to Director of Events & Guest Services. Ensures Guest Services and Events staff are equipped to provide a high quality guest experience at all times. Manages time cards review and preparation for payroll weekly, with associated conversations and paperwork for Events, Guest Services, and Train departments in a timely manner. Reviews weekly with Director of Events & Guests Services. Manages the hiring, onboarding, basic discipline, and coaching of staff for Guest Services, Events, and Attractions. Manages the coordination, facilitation and participation in group interviews, individual interviews, and all related schedules for the Events & Guest Services department effectively. Assists in ensuring consistent productive operating practices by identifying areas for potential revenue generation, reduction of costs, and more efficient procedures. Places department orders, tracks shipping, and submits and manages expense reports. Oversees cash handling procedures and POS transactions in Guest Services Ensures that team actions and programs align with the zoos Mission and core values. Ensures processes to maintain a positive, collaborative, enthusiastic culture. Events Manages the Event Coordinator, Birthday Lead, Private Events Lead, & Event Hosts positions. Manages the event spaces based on Event calendar to ensure all event spaces are pre-set or planned to be set within 24 hours of all events/meetings. Manages the reception, communications, booking and reservations for Admissions and Attractions, as well as Event planning such as animal encounters, birthday parties, and special/private events as needed for each event. Assists in de-escalation and resolution of guest incidents and concerns in a professional and timely manner. Assists in the planning of events logistics, as needed including coordinating/scheduling additional Events & Guest Services staff as needed for each event. Assists in managing & tracking all event & Guest Services expenses such as rentals, labor costs, and other expenses for all events. Manages and develop event recap notes for all Events and leads event debrief meetings as applicable. Manages seasonal dcor plan for all areas of the Zoo in collaboration with other departments.Guest Services Manages the Guest Services Supervisor(s), Guest Services Leads, & Guest Experience Ambassadors positions. Assists the Director of Events & Guest Services in managing Guest Services staff in all capacities, including Point of Sale operations, Ticketing operations, and daily standard operations of the Guest Services department. Manages updates, implementation, and monitoring of effectiveness of training collateral and scripting. Assists with management of daily experiences for guests of all ages. Ensures that daily data is entered in system? and assists with analyzing available information. Manages the processing of donation requests and oversees Zoo4U Scholarship program.Staff Development: Assists staff in developing necessary skills to provide our guests with a quality personal experience that connects guests with animals, (aka Hedgehog). Develops initial disciplinary documentation for review with Director of Events & Guest Services, and schedules disciplinary meetings as directed, in collaboration with Director of Human Resources as appropriate. Oversees onboarding coordination, session implementation and development. Ensures implementation of programs, trainings, meetings, and all other staff development take place in a timely manner, with the intent of achieving the Santa Barbara Zoos mission statement and the Hedgehog concept. Assists with managing the staff scheduling in a manner that prioritizes operational needs with Director of Guest Services & Events approval. Encourages, supports and exemplifies the highest ethical standards to ensure the continued development of the institution and the profession.Organization Interacts and assists all department Directors as needed, or as directed by Director of Events & Guest Services. Adheres to the Zoos policies and procedures as outlined in the Employee Policy Manual. Attends all bi-monthly all-employee meetings. Attends and contributes to the MASH weekly meeting Attends all professional development classes assigned by the Director of Events & Guest Services. Professionally and positively represents the Zoo as a Zoo Brand Ambassador.Guest Relations Greets every guest with a smile. Thanks guests for supporting/visiting the Zoo. Handles guest service recovery, inquiries, and accident reports according to Zoo guest relations procedures. Ensures the Zoos presentation standards for cleanliness and maintenance are met, by keeping the Zoo clean, picking up trash, reporting unsightly or unsafe conditions. Ensures staff provide guests with the best zoo experience possible.SECONDARY DUTIES: Answers phone calls, voice mails, and e-mails promptly and professionally. Adheres to and enforces all Zoo entrance policies, at all times. Adheres to all cash handling procedures as outlined in cash handling policies. Adheres to the Zoos policies and procedures as outlined in the Employee Policy Manual. Reflects the qualities outlined in the Guest Relations Statement and the Employee Pledge. Associates with guests to assist and share information. Maintains a clean neat appearance and adheres to the Zoos uniform dress code. Takes responsibility to stay informed about happenings at the Zoo, such as reading emails, employee communications and attending meetings. Coordinates and executes guest-related activities such as tabling events, surveys, and promotions. Assists with new employee orientations and onboarding, providing positions specific training. Responds to all guest inquiries, comments, and concerns in a timely manner, in accordance with the guest relations procedures. Responds to minor guest related accidents and report in accordance with the Guest Relations procedures. Major accidents to be handled by the manager on duty or Security. Responds to and aids in the recovery of lost children as outlined in the Lost Child protocols. Assists in promoting the sale of memberships and processes the paperwork. Associates with guests to share information, identify their needs, and make their experience a more personal one. Implements procedures to optimize parking capacity. Offers additional services such as escorting guests to their destination of inquiry. Thanks the guests for their visit and continued support of the Zoo. Other Event & Guest Services duties as assigned by management.To execute this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below represent 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 Bachelor's degree in event management, hospitality, Guest Services, marketing, or a related field (or equivalent experience) preferred. Minimum five years of paid experience in Events and Guest Services including a minimum of four years in managing and leading teams. Proven experience in event planning and execution and Guest Services management, preferably in a Zoo, entertainment, or hospitality industry a plus. Strong organizational and project management skills, with the ability to handle multiple tasks simultaneously and successfully. Budgeting and financial management experience. Experience negotiating contracts, invoices, and managing budgets successfully. Proficient in use of MS Office applications (Word, Excel, Outlook, etc.) and use of various electronic platforms. Business Administration Experience a plusKnowledge, Skills, Abilities: Excellent oral and written communication and interpersonal skills to work effectively with diverse stakeholders prior, during, and after Events and Guest experiences. Ability to ascertain staff training needs and provide access to applicable trainings. Ability to manage own time and the time of others in an efficient and effective manner. Ability to develop and maintain professional, productive, and respectful relationships with colleagues, vendors, volunteers, and other stakeholders. Ability to successfully manage and lead a team in the context of Events and Guest Services, delegating to a team properly and making sure everyone has what they need to perform their job successfully. Must have a degree of skill in logistics and project management, to properly plan the details and anticipate potential problems that may arise. Creative mindset with the ability to develop engaging event concepts and experiences. Ability to accurately plan and coordinate all operations involved in events successfully. Ability to perform several job duties at once and multi-task successfully. Excellent organizational and administrative skills. Strong business analytics experience. Type 65 wpm Ability to follow verbal and written directions. Ability to remain professional and level headed in challenging and/or high intensity situations. Ability to remain firm and positive when working to de-escalate negative guest or vendor behavior. Team oriented and skilled at collaborating. Ability to energize, motivate and support staff with open communication, trust, respect and a collaborative approach at all times. Ability to learn and adapt quickly in a constantly changing environment Ability to work with strong attention to detail. Enjoy working with and serving diverse populations. Ability to think quickly, be adaptable and flexible, and apply good judgement and problem resolution under pressure. Ability to make adjustments as needed. Outgoing and friendly personality. Self-motivated and able to work without direct supervision. Strong cash handling skills. Available to work weekends, holidays and some evenings. Reliable and punctual attendance habits. Excellent conflict management and resolution ability. Ability to exercise safe work habits.Time Commitment Position will require onsite, weekends, as well as some evenings and holidays. Schedule flexibility required based on business/seasonal needs.License, Certification, or Preferred QualificationsValid driver's license with a good driving record is required. Insurance coverage must meet the Zoo's criteria to be allowed to drive for the Zoo.Reliable transportation to and from work.Successful completion of a Department of Justice LiveScan background check.First Aid/CPR certified pre-trained or onsite training.Physical Demands and Work Environment Requires the ability to access all areas of the facility. Must be able to participate in operational practices: includes ability to lift and move 30 lbs., and occasionally lift and/or move up to 50 pounds, climb stairs or ladders, and manipulate basic tools of the job, stand/walk for four continuous hours at a time and throughout shift during events. Involves walking out-of-doors in all weather condition