Guest Services Lead

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.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 programing and messaging.ESSENTIAL DUTIES include the following: 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 Zoos 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 experienceClimbing for Condor climbing wallGoat Brushing ExperienceGiraffe 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 experienceClimbing for Condor climbing wallGoat Brushing ExperienceGiraffe feedingAssists 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 days 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 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 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 Frontline 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 managements pre-authorization and training.Assisting with, and participating in: set-up, tear-down and staffing for special events.Guest RelationsGreets 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 Zoos uniform dress code.Takes responsibility to stay informed about happenings at the Zoo, such as:Reading employee communicationsAttending meetingsRelays pertinent information to front-line staffReflects the qualities outlined in the Guest Relations Statement, the Employee Pledge, and our Core Values.Adheres to the Zoos policies and procedures as outlined in the Employee Policy Manual.Applies and Exemplifies green (sustainable) practices whenever possible. 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 and atmosphere of calm and control for those dealing with the emergency situations 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 ExperienceHigh school diploma or equivalent preferredPrior experience in a guest-related jobPrior paid supervisory experience preferredPrior cashier experience preferredLicense, Certification, or Preferred QualificationsValid Drivers License with good driving record preferredWilling and able to obtain a First Aid, CPR/AED certificationWilling and able to obtain SafeServ CA Food Handling certificationKnowledge, Skills, AbilitiesCapacity to develop friendly and productive relationships at work with a focus on collaboration, including:Effective oral and written communication skillsAbility to supervise others in a friendly and effective mannerAbility to handle conflict effectively and constructivelyAbility to interact courteously and respectfully with supervisors, fellow employee, volunteers, and our guestso Ability to work on zoo grounds, as well as attending events in the community off-groundsProfessional 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 interruptionsWorking knowledge of and ability to use effectively our scheduling softwareExcellent 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 habitsAttention to detail, with a focus on safetyAbility to handle emergencies in a calm and professional mannerAbility to work a flexible schedule that will include some weekends, holidays, and scheduled events as neededAbility to converse in Spanish language is a plusGiraffe Feeding ExperienceAssists team in established presentations, including ticket sales, food distribution, and talking pointsTrains 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 animalsManaging lines appropriately as necessaryStocking areas with all necessary materials and equipment to maintain a positive guest experienceTrains 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 neededReports and logs daily statistics with accuracyTrains team to ensure safety of guests, staff, volunteers, and animals, and to:Maintain feeding areas in clean and safe working conditionsFill-out daily inspection documents and file them appropriatelyClimb for Condors ExperienceTrains 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 animalsClimbing wall to assist guests as necessaryManaging lines appropriately as necessaryStocking areas with all necessary materials and equipment to maintain a positive guest experienceReports and logs daily statisticsTrains team to ensure safety of guests, staff, and animals including, but not limited to:Priming and testing rock wall for safety operationsMaintaining all areas in safe and clean working conditionFollowing all opening and closing proceduresEnsures team fills out daily inspections and files them appropriatelyGoat Brushing ExperienceTrains 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 animalsManaging lines appropriately as necessaryStocking areas with all necessary materials and equipment to maintain a positive guest experienceTrains 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 neededReports and logs daily statisticsTrains team to ensure safety of guests, staff, and animals and to:Maintain feeding areas in clean and safe working conditionsFill out daily inspection documents and file them appropriatelyFossil Find ExperienceTrains 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 interpretationManaging lines appropriately as necessaryStocking areas with all necessary materials and equipment to maintain a positive guest experienceReports and logs daily statisticsTrains team to ensure safety of guests, staff, and animals including, but not limited to:Maintaining proper chlorination of sluice water for guest safetyMaintaining all areas in safe and clean working conditionFollowing all opening and closing proceduresEnsures team fills out daily inspections and files them appropriatelyPhysical Demands & Work EnvironmentMust be able to access all areas of the facilityMust be able to climb stairs and stand/walk for up to two continuous hours.Must be able to climb the Climbing Wall attractionAbility to push, pull, lift and grab constantlyAbility to bend, twist and reach oftenMust be able to stand throughout the entire shiftAbility to lift 15-30 pounds occasionally, in course of normal dutiesInvolves working out-of-doors in all weather conditionsAbility to drive cart safelyAbility to work in a busy shared, open space work environmentAbility to participate in Emergency responsesSupportive and open employment cultureTools UsedTwo-way radioHand toolsiPads, laptops, and other electronic equipmentComputer and Microsoft Office SuitePOS system and registersStandard office equipment; telephone, printer, copier, facsimile machine, and calculatorElectric CartsAttractions and attractions equipmentSanitation supplies including, but not limited to:Disinfecting solutionHand sanitizerGlovesThis 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.