Guest Service Assistant Manager of Attractions and Events

Position Title:    Guest Service Assistant Manager of Attractions and Events 

Department:    Guest Services

Reports To:    Guest Services Manager, Director

Location:    Audubon Nature Institute

General Summary:  

The Guest Service Assistant Manager of Attractions and Events is responsible for overseeing the daily operations of the Supervisors and Guest Service team members involved in Audubon Attractions. This role includes managing after-hours events at Cool Zoo and ensuring that all third-party events requiring Guest Services support are appropriately staffed.

The Guest Service Assistant Manager of Attractions and Events is tasked with executing all essential functions related to Cool Zoo, Cabana Rentals, Birthday Parties, and various events associated with Cool Zoo as assigned. Additionally, this role may involve assisting with other related duties as needed, demonstrating a strong commitment to maintaining the highest standards of guest service and operational excellence. The Guest Service Assistant Manager of Attractions and Events is also expected to carry out day-to-day office duties as necessary and help maintain the department's operations in the absence of the Manager.

To deliver on the Audubon mission, the Guest Services Associate will: 

Provide a guest experience of outstanding quality.

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Weave quality entertainment through the guest experience.

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•    Ensure that proper service standards are met and upheld.

•    Assist with the sales and financial aspects of Audubon Train, Carousel, Birthday Parties, Cabanas, and Cool Zoo events.

•    Help maintain accurate client files.

•    Return all client phone calls within 24 hours, and ideally within the same business day.

•    Maintain staffing schedules.

•    Assist in managing department inventory.

•    Input sales data into our tracking software.

•    Help train Cool Zoo and birthday staff during the Cool Zoo opening.

•    Assist with GS operations when the Cool Zoo is closed for the season.

•    Support the training of train drivers.

•    Recognize staff contributions and provide coaching and counseling as appropriate.

 Operate a financially self-sufficient collection of museums and parks.

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•    Maintain an accurate accounting of cash drawer and sales.

•    Completes various daily financial reports and performs light clerical duties as assigned.

The above-listed duties are general statements of required primary duties and responsibilities performed regularly and continuously.  They do not exclude other duties as assigned.

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Weave quality entertainment through the guest experience.

•    Actively execute set-up, implementation, and breakdown of items for daily Cool Zoo, Cabana operations, birthday parties, and Cool Zoo events including but not limited to food delivery and placement, making lemonade, supplying paper goods and decorations.

•    Maintain the cleanliness of Cool Zoo, Cabanas, and birthday party venues, including, but not limited to, trash removal, sweeping, mopping, and general cleaning of the space.

•    Be the point of contact for all Cool Zoo Cabana Transactions. 

•    Maintain sufficient inventory for upcoming events.

•    Assist with office duties such as, but not limited to; returning calls, responding to computer leads, creating BEOs, sending confirmations, running deposits, and finalizing invoices to ensure a quicker response to guests during times of heavier volume.

 Operate a financially self-sufficient collection of museums and parks.

•    Promote additional items for Birthday Party Events and cabana rentals through up-selling and cross-selling techniques.  

•    Maintain awareness of the costs associated with cabana rentals, Cool Zoo events, and birthday events to maximize Audubon's profit potential.  

•     Effectively close deals with clients to generate revenue.  

•     Be open to potential expansion opportunities.  

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.

To deliver on the Audubon service promise, the Cashier will: 

Welcome

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•    Make eye contact with every customer encounter, smile at every person, and offer friendly phrases and greetings.

•    Wear an identification badge.

•    Escort individuals to their destinations, when possible, instead of pointing; aid people who look confused.

•    Assume ownership of potential safety hazards (wipe-up spill, pick up trash).  Always camera-ready look.

Share

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•    Maintain a positive attitude and pleasant tone of voice (remember it is not what you say, but how you say it).

•    Coach coworkers on service expectations.

•    Utilize the power of teamwork to give excellent service.

•    Know when to involve management.

Inspire

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•    Know the answers to questions or seek out the answers.

•    Utilize proper phone etiquette (answer the phone within three rings, smile before answering the call, ask for permission, and wait for a response before placing the caller on hold).

•    Ensure the work area is free of food, drink, socialization, and personal business.

•    Keep unpleasant concerns behind closed doors (vent backstage).

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Experience:  

•    Strong verbal and interpersonal skills (a people person)

•    Computer literacy is preferred but not required.

•    Cashier experience preferred but not required.

Education: 

•    High school diploma or equivalent 

Software Requirements: 

•    General computer skills preferred.

Machinery/Tools/Equipment Requirements:  Must be able to use mobile devices, computers, and phones, 

Physical Requirements:

1.    Sedentary Work:  exerting up to _15__ pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.  It may involve sitting most of the time but may involve walking or standing for brief periods.

2.    Sitting or standing, bending, stooping, and the ability to carry items weighing up to _15__ pounds.

3.    Constant adequate range of motion and mobility required.

4.    Regular near acuity with clarity of vision at 20 inches or less is required. 

5.    Typical ability to collect and analyze numerical and written data and verbal information to reach logical conclusions and determine the required time, place, and sequence of operations or actions.

6.    Regular talking and the ability to express and exchange ideas using language are expected.

7.    Regular hearing and the ability to perceive the nature of sounds.

8.    The ability to read, record, or type data quickly and accurately is required.

Environmental/Working Conditions:

1.    Working long hours between breaks or meals is required.

2.    Ability to work under and handle stress appropriately required.

3.    May be exposed to high, medium, or low noise intensity.

4.    Constant contact with co-workers is required.

5.    Affinity for animals preferred.

6.    Exposure to fluctuations in temperatures may be required.

7.    Exposure to outdoor conditions may be required.