Job Description
Job Description:\n\nIf 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: $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 OperationsArrives on time for scheduled shift, properly dressed, and ready to begin workAssists in morning bank retrieval; activity set-up; and equipment distributionEnsures 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 conditionsEnsures all areas and equipment are well maintained and in excellent condition, and is responsible for:Inspecting the conditions of all equipment dailyReporting maintenance needs through the appropriate channels of communication in a timely mannerCollaborates 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 AssociateFinding and coordinating staff replacements when scheduled staff are not able to workAssists 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 timesMeal break for lunch and/or dinnerProviding relief to ensure On-the-clock rest breaks are takenDistributes and delivers upon demand documentation, equipment, and supplies for activities throughout the day, including, but not limited to:Bounce house operationsFossil find experienceClimbing for Condor climbing wallBarnyard feedingGiraffe feedingSuccessfully communicates and coordinates all aspects of daily operations with front-line and Attraction staff in a timely mannerPerforms all Front line location and shift functions, and fills any position required in response to staffing or business needsOperates Attractions/experiences as needed, including, but not limited to:Bounce house operationsFossil find experienceClimbing for Condor climbing wallBarnyard feedingGiraffe feedingAssists in the maintenance and repair of all coin-operated machines (scopes, vortex, Swan and Koi feeding)Assists with maintenance of Fossil find attractionTroubleshoots Counterpoint Point of Sales (POS) and Outbound Reservations systems, and assists team members with inquiries, system failures, and resolving challengesProcesses and reconciles all banks in collaboration with the Supervisor and team members at the end of the workdayTracks and reports any anomalies and discrepancies to Guest Services Associate and Guest Services ManagerEnsures that all workstations are prepared for the next days operations at closingPromotes positive internal communication within and between departments and employeesAssists with communication and processing of School group reservationsAssists with School group check-in; group management; and payment processingConfirms and assists with enhancements of experience (Giraffe feeding, train rides, etc.) for school groups with Guest Services and AttractionsProcesses, records, and tracks Guest pass donationsProcesses, records, and tracks Employee guest passesPerforms 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 neededSupports Management and Font-line staff by:Assisting with interviews as neededTraining new employees (first day and first shift on assigned station) and assisting with shadowing assignmentsAssisting in the development of training materials, and monitoring training efficacyAssisting 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 ManagerWorking alongside Frontline staff to provide coaching and mentoring, as neededOffering help as needed to ensure staff provides "above and beyond" guest serviceRecording and reviewing daily performance Google forms, logs, and surveysObtains and processes all documentation for paycheck distribution as requested by management and/or the Payroll teamRepresents the Zoo favorably when interviewed by the media, with managements pre-authorization and trainingAssists with, and participates in set-up, tear-down, and staffing for special eventsGuest RelationsGreets every Guest within 10 feet with a warm smile, and every guest within 6 feet with a friendly helloThanks guests for supporting/visiting the ZooAssists in Guest Services duties in Culinary Programs and Retail Operations as neededAssociates with guests to assist and share informationResponds to all guest inquiries, challenges, and comments according to Zoo guest relations proceduresAssists with Guest recovery and de-escalation of situationsAssists in Event mailingsMaintains a clean, neat appearance and adheres to the Zoos uniform dress codeTakes 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 ValuesAdheres to the Zoos policies and procedures as outlined in the Employee Policy ManualApplies and Exemplifies green (sustainable) practices whenever possibleGiraffe Feeding Experience:Assists 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 the safety of guests, staff, volunteers, and animals, and to:Maintains feeding areas in clean and safe working conditionsFills out daily inspection documents and files them appropriatelyClimb for Condors Experience:Trains team to facilitate established presentations, including ticket sales and talking pointsTrains 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 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 the 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 Experience:Assists team in established presentations, including ticket sales, item 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 behavior during feedings using the daily documentation system as necessary as a team:Communicates closely with keepers and animal care as neededReports and logs daily statisticsTrains team to ensure the 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 Experience:Trains team to facilitate established presentations, including ticket sales and talking pointsTrains team to answer 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 the 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 appropriatelySECONDARY DUTIES:Assists with other Guest Services functions as necessaryParticipates in special team assignments as appropriateHandles emergency situations in a professional manner and according to Zoo policy and protocolRemains calm and creates an atmosphere of calm and control for those dealing with the emergency situationOther 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 QualificationsWilling and able to obtain a First Aid, CPR/AED 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 employees, volunteers, and our guestsAbility 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 skillsAbility to have a positive and upbeat attitudeAbility to think quickly and in a constructive manner under pressureAbility to maintain a professional appearance and attitude at all times, as a representative of the ZooAbility 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 is a plusPhysical 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 hoursMust 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 the 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 sanitizerGlovesBENEFITS & 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 purchasesAccess 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.---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 consti