Guest Services Manager - Oregon Zoo

If interested in reading more or to apply, visit our website www.oregonmetro.gov/jobs by the application deadline of May 8 at 5pm PST

Join us at the Oregon Zoo as we seek a dynamic leader to serve as our one of two Guest Service  Managers. At the heart of science, conservation, education, and animal well-being, the Oregon Zoo has been a community-supported institution since 1888. As a Guest Services Manager, you will play a pivotal role in shaping and enhancing the overall guest experience and overseeing a dedicated admissions team.

This role will play a pivotal role on the Business Operations leadership team by delivering top-notch guest experiences and display exceptional leadership qualities in managing teams at the zoo entrance, around the zoo and at attractions, ensuring a smooth and enjoyable visit for the over 1.3 million annual guests. This role demands an experienced guest focused supervisor that knows how to lead in a fast-paced environment, showcasing an ability to handle multiple projects and staff with finesse. Join our team and be a key player in creating positive and lasting memories for zoo guests.

As the Guest Services Manager you will: 

• Oversee the daily operations of the admissions team which requires evaluating staffing needs, staff oversight, management of ticketing site and guest communications channels, and handling the daily flow in zoo operations. 
• Provide leadership for a team comprising eight regular benefited staff and forty variable hour staff, that are dedicated to consistently delivering an exceptional guest experience. 
• Hire, train, and onboard enthusiastic staff to deliver the highest possible guest service standards. 
• Oversee the zoo’s customer service software to ensure timely and accurate responses to inquiries.
• Provide supervisory functions, encompassing workload coordination, schedule oversight, personnel coaching, and performance management within a union environment.
• Ensure operational efficiency across areas including admission operations, field trips, special event ticketing, entry, attractions, on-demand customer service communications, guest inquiries and feedback and any area that may interact with guest experience. 
• Conduct research and gather data to implement industry best practices.
• Administer ticketing implementation and point-of-sale system which includes e-commerce, onsite POS, kiosks, scanners, etc. for all zoo ticketing needs.
• Collaborate across all zoo departments to align guest services with other departments goals. 
• Work closely with the Membership team in implementing membership program.
• Participate in the planning and production of activities such as summer events, ZooLights, Howloween and other revenue generating opportunities.
• Provide support to other Business Operations units as an interim manager when necessary.

Attributes for success: 

• Proven leadership in building and maintaining an inclusive workplace where staff of all backgrounds can come to work and thrive in a safe and welcoming workplace.
• Champion of customer service procedures and principles, able to interpret and anticipate guest needs and solve issues in a professional demeanor. 
• Adept in communication skills, both verbally and written, with internal and external stakeholders and skilled at forging effective relationships with key people and groups within the organization. 
• Exhibits proficiency in utilizing technology to facilitate transparent communication with stakeholders and staff. 
• Exhibits proficiency in collecting and analyzing data to inform decision-making processes.
• Possess a professional and positive attitude under stress, and act resourcefully. 
• Proficiency in state-of-the-art ticketing systems, Point of Sales (POS) and related information systems. 
• Strong knowledge and confidence in organizational skills, including setting work priorities, scheduling, motivating team, and evaluations. 
• Maintain a calm demeanor in emergency situations, gather information and respond appropriately. 
• Exhibits a capacity for rapid learning and adaptation within a dynamic and evolving work environment.

DIVERSITY AND INCLUSION    
At Metro, we strive to cultivate diversity, advance equity, and practice inclusion in all of its work. This means attracting and empowering a workforce that is inclusive of a broad range of human qualities. Workplace diversity is both a moral imperative and a business strength, essential to providing quality support and services to our region. Metro’s goal is to hire, develop and retain highly skilled and talented individuals across all departments and programs who best reflect the diversity of our community.