Manager of Uptown Guest Services Operations
4 days ago
New Orleans
Job Description Position Title: Manager of Uptown Guest Services Operations Department: Guest Services Reports To: Guest Services Director Location: Audubon Aquarium and Insectarium FLSA Status: Exempt Date Revised: January 2024 Position Type: Salary Who We Are Audubon Nature Institute comprises Audubon Park, Audubon Zoo, Audubon Aquarium, Audubon Insectarium, Audubon Louisiana Nature Center, Freeport-McMoRan Audubon Species Survival Center, Audubon Center for Research of Endangered Species, Woldenberg Riverfront Park, and Audubon Wilderness Park At Audubon Nature Institute, we are more than a collection of parks, museums, and conservation centers—we are a dedicated team with a shared mission to celebrate, protect, and connect people to the wonders of nature. Our work is guided by our culture code, which is at the heart of everything we do. We believe in Activating Impact by integrating tangible, real-world outcomes into all our initiatives, fostering a culture where every action contributes to a positive environmental impact. We are committed to Empowering Optimism, using positivity to inspire others to act and believe in their capacity to create meaningful change. We strive to Create Connection by engaging with people from all walks of life, knowing that the collective strength of a diverse community can address the most pressing challenges facing our natural world. At Audubon, we embody the spirit of Le Bon Temps, infusing the joy and vibrant culture of Louisiana into our everyday work, celebrating our unique heritage while advancing our mission. As Leaders of the Pack, we constantly seek smarter, innovative solutions, challenging conventions to drive the change we want to see in the world. What You’ll Do The Manager of Uptown Guest Services Operations is responsible for the daily operations of the department, which includes coaching and managing both Guest Services staff and supervisors. This individual closely collaborates with the Guest Service Director and Aquarium Manager to ensure the success of the Audubon Nature Institute by meeting or exceeding established objectives related to guest satisfaction, employee satisfaction within guest services, and adherence to service quality standards. The Manager works alongside the Guest Service Director and Aquarium Manager to create a welcoming atmosphere that prioritizes superior guest service and high product quality. The Manager sets a strong example for staff to follow, ensuring that all personnel deliver outstanding service to our guests. Additionally, the Guest Services Manager oversees various attractions, including the Audubon Train, Shuttle Bus, Carousel, Cool Zoo, and birthday events. Day to Day Responsibilities · Serves as the standard bearer of excellent guest service. · Instrumental in identifying themes and recommending improvements to the Guest Service Director using guest service feedback, trends, and analytics to measure performance. · Personally, demonstrates a commitment to guest service by responding to guest needs and recommending action plans to permanently address guest service failures. · Is committed to making every guest a satisfied guest. · Ensures all employees, including new hires, know all components/features of our guest service commitment and are trained to meet service standards. · Empowers employees to deliver excellent guest service by encouraging and rewarding responsive guest assistance. · Ensures guest service standards contribute to the delivery of consistent guest service. · Follows up on guest service strategies for all staff. · Evaluate guest services employees, including supervisors. · Maintain department employee files. · Assume duties of supervisors and line staff when necessary. · Assist director in achieving strategic planning goals. · Keeps the Director informed of any issues that hinder or affect the staff and department’s operation and stability. · Prepare monthly managers schedule and assist supervisors with staff schedule. · Helps to develop guest service supervisors by acting as a mentor for direct reports. Ensures employee training objectives and development plans are completed. · Manages human resources functions including recruiting, selection, training, performance evaluation. · Emphasizes the importance of proper employee selection, training, and development as a way of doing business. · Maintains a positive, cooperative work environment between staff and supervisors. Coaches and mentor’s employees in a positive and respectful manner to have a positive impact on the employee’s performance. · Ensures all Guest Service employees know and understand the Audubon mission and objectives. · Works closely with Membership and Sales Reservationist to ensure proper training to all GS staff Members. · Understands the importance of Guest Services departments being properly staffed to meet guest expectations and budget objectives. · Maintains an effective open-door policy to address employee and supervisor concerns. · Administers policies fairly and consistently. Resolves employee concerns in a fair and timely way. · Monitors and maintains acceptable turnover levels. Performs all performance appraisals as required for direct reports. · Assist in maintenance of all equipment. · Maintain data records for equipment. · Report facility attendance and revenues to Director of Guest Services. · Works with Director to identify business plan initiatives. Follows up to ensure business plan objectives are put into action and manages those actions toward the achievement of service objectives. · Analyzes headcount, processes, and procedures to make recommendations to the Director on methods to streamline the guest experience. · Maintain payroll for department. · Monitor staff and management for meeting combo percentage goals. · Monitor staff overages/shortages and ticket system problems. · Provide monthly reports on ticket system problems to director. · Be responsible for Audubon purchase card purchases and statement reconciliation. · Approve minor purchase orders and check requisitions; order supplies as needed. · Guest Services operates as a centralized department, requiring leaders to provide support to all locations as needed. Additional/Overall Skills: · Maintain a positive attitude and a strong sense of accountability, fostering a collaborative team environment where everyone feels empowered to contribute. · Thrive in a team environment, using your organizational and technical skills to ensure the smooth execution of creative projects that resonate with our audience. · Celebrate the successes of your team and bring enthusiasm to your work, reflecting the joyful culture that is at the heart of Audubon’s mission. · Stay adaptable and open to learning new skills, embracing change and innovation as opportunities to lead and grow. · The above listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis. They do not exclude other duties as assigned. What We’re Looking For Must Haves: · High School Diploma or equivalent · Strong verbal and interpersonal skills · Proficiency in computer literacy · Ability to work flexible hours, overtime, evenings, weekends and holidays as needed · Able to work with minimum supervision · Minimum five years managerial experience Nice-to-Haves: · A Vailde drivers license · Bachelors Preferred Physical Requirements: · Prolonged standing, walking, and climbing of stairs or ladders. · Ability to lift, push, pull, and carry objects up to 50 pounds. · Frequent bending, crouching, twisting, and reaching. · Manual dexterity to operate machinery or handle tools. · Frequent use of vision and hearing to assess surroundings and job tasks. · May include indoor and outdoor work environments. · Exposure to varying weather conditions. · Potential exposure to environmental hazards such as dust, chemicals, or loud noise.