Guest Services Supervisor - Full Time
13 days ago
Tucson
Job Description Reid Park Zoological Society is seeking a Guest Services Supervisor! This role requires a minimum of three-years of sales or promotions experience and a minimum one-year of experience in a full-time, supervisor or manager capacity. Supervisory or management experience in guest services is preferred. Experience working for a tourist attraction strongly preferred. This position is open until filled. With a mission centered in conservation, the Zoo is Accredited by the Association of Zoos and Aquariums (AZA) and participates in over 50 Species Survival Plans for threatened and endangered species. Reid Park Zoo cares for over 200 exotic animal species from around the world, maintains a state-of-the-art elephant program, a cutting-edge veterinary clinic that serves as a teaching hospital for the University of Arizona veterinary program, and is a leader in the Monarch and Songbird Saving Animals From Extinction (SAFE) programs. With more than 600,000 visits annually, the Zoo is in the midst of an exciting expansion project, Pathway to Asia, that will add four acres to its campus, bringing new species such as red panda, Komodo dragon and Lar gibbons, as well as a breeding facility for critically-endangered Malayan tigers when it opens in 2026. Reid Park Zoo’s mission is to connect people with animals, inspiring the protection of wild animals and wild places. Be a part of a vibrant, growing organization as Reid Park Zoo continues to support local and global conservation and the highest standards in animal care while providing educational opportunities and family fun. No phone calls or visits please. This position is open until filled. We are an Equal Opportunities Employer. We are committed to attracting and retaining a diverse staff by creating an inclusive environment. Pay Range: $37,460.08 t $44,015.59 DOE / FLSA Exempt Benefits: This is a fully benefited position, including group medical, dental, vision, life, and disability insurance; paid holiday, vacation, and sick time; retirement plan; zoo membership; employee assistance program, tuition reimbursement, and discounts on concession and gift shop purchases. No phone calls or visits please. We are an Equal Opportunities Employer. We are committed to attracting and retaining a diverse staff by creating an inclusive environment. Reports to: Guest Services Manager Overview: This position supervises Guest Service Associates. This position works to ensure excellent customer service and to promote Reid Park Zoo and Reid Park Zoological Society and their mission. This position builds and fosters relationships with zoo members, guests and other supporters to build awareness and value to numerous constituents. The position is responsible for staff supervision, ticket sales, promoting products and services and ensuring that they are promoted by Guest Service Associates. Reid Park Zoo is a smoke, vape and drug-free workplace. Reports To: Guest Service Manager General Duties: • Demonstrates and models the core values of the Reid Park Zoological Society (RPZS or the Zoo), • Perform duties in accordance with RPZS policies and procedures, • Provide excellent customer service as a component of all job duties, • Follows Zoo safety protocols and procedures, • Work with Guest Service Manager to achieve goals for front-gate sales of memberships, • Working with Guest Service Manager, develop and carry out strategies for converting visitors to members, upgrade of memberships, and sales of guest passes and other add-ons, • Lead daily "front of house" operations, including admissions, membership sales, and specialized attractions (e.g., zoo train, carousels, or animal feedings), • Assist in training Guest Service Associates on membership sales, • Sell tickets and other promotional items to guests in accordance with the organization's policies and applicable laws, • Perform zoo opening, including daily cash count for change fund, preparing and organizing all necessary equipment for cashier booth opening, • Handle cash, credit cards and checks accurately, • Operate computer terminal and record transaction information, separately tracking each coupon and promotion. Should have the ability to make changes and to perform simple arithmetic calculations with accuracy and with reasonable speed, • Issue receipts & tickets along with ability to make changes, • Provide quality guest interaction and service by greeting and assisting customers and responding to customer inquiries and complaints., • Promote products and services by informing guests about any special promotions and suggesting additional items to customers., • Ensures that customers receive satisfactory service, • Responsible for all booth money during the day and at closing., • Perform final closing for the zoo, including money safe and zoo entrance security., • Organize Guest Service Associate booths, such as cleaning and organizing shelves and booth window displays., • Restocking of supplies each day as needed., • Balance and clear terminal, and count all fees received for the day., • Ensures the Zoo’s commitment to attracting and retaining a diverse staff by creating an inclusive, welcoming environment where everyone feels they belong, • Ability to constructively mentor and develop staff to promote their professional growth and skills, • Completes 90-day reviews for new hires and jointly creates a work plan with goals for the year, • Delivers annual performance reviews for direct reports and collaborates with them to align on work plan goals for the coming year, • Provides timely feedback, coaching, course correction, along with recognition and positive feedback about performance, • Addresses areas of necessary improvement (tardiness, performance) in a timely way and documents issues in accordance with the Zoo’s performance policies, • Participates in recruitment, selection and hiring decisions, • Is involved in promotion and status changes and makes recommendations, • Supervises and schedules staff, approves time cards of direct reports, directs the work of staff and volunteers, including monitoring breaks and delegating cleaning and stocking tasks as requested, • Monitor sales activities to ensure that guests receive satisfactory service, • Perform higher-level cash register functions, such as returns of merchandise, exchanges, voids, refund etc. whenever is required, • Open additional cashier lines when the Zoo visitor volume is high, • Prepare and send reports as requested, • Trains and provides coaching to staff to ensure compliance with safety policies and practices, • Ensures completion of company (including HR required) training is on time by staff, • Participates in employee relations concerns in partnership with Human Resources and direct supervisor, • Facilitates communication and completion of administrative tasks, events, or other company requirements by staff, • Participates in emergency drills, • EDUCATION REQUIREMENT High school diploma or equivalent, • EXPERIENCE REQUIREMENT A minimum of three-years of experience in sales or promotions and a minimum of one-year of experience in a full-time, supervisor or manager capacity, • A valid, current, unrestricted driver license, • Successfully complete pre-hire, criminal background check and pre-employment drug screen (we do not test for THC), • Comply with quarterly random drug testing if selected, • Proficient cash-handling skills and familiarity with POS systems, • Strong computer skills with proficiency in MS Word, Excel, Google Workspace / Outlook, • Complete all training as required, • Participate in emergency drills, • Excellent interpersonal communication skills and ability to maintain positive, constructive relationships, at all levels, with a diverse population of staff, volunteers, guests, vendors and the public, • Ability to learn and adapt quickly in a constantly changing environment while showing a professional and positive attitude, • Assertive, energetic, and enjoy working in a fast paced, public/guest attraction focused environment, • Demonstrated problem solving, conflict resolution, decision-making, leadership, team building, time management, and motivational skills, • Demonstrated ability to tactfully handle stressful situations, to negotiate and resolve conflicts, to maintain confidentiality, and to respect and observe organizational protocol, • Ability to take direction, constructive feedback, act or change direction as needed, • Regular physical attendance at work, • Reliable and able to work to a schedule, • Must be able to lift up to 40 pounds occasionally, • Bend, stoop, kneel, reach frequently, • Stand and walk for long periods of time, • Repetitious motions with hands, • College Degree, • Additional years of experience in a relevant field, • Experience in a zoo, park, or public attraction environment, • Additional years’ experience working in an AZA-accredited zoo facility or other park or public attraction environment strongly preferred
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