Guest Services Manager-Nova Wild Zoo

Job Description : We are seeking a dynamic and guest-focused individual to join our team as the Zoo Guest Services Manager. In this role, you will be responsible for providing exceptional experiences for our guests by overseeing all aspects of guest services, including ticketing, memberships, visitor information, special events, and retail store. The ideal candidate is passionate about delivering outstanding customer service, building positive relationships with guests, and enhancing the overall visitor experience at our zoo.

Responsibilities :

• Manage the day-to-day operations of the guest services department, including ticketing, memberships, guest relations, and gift shop.
• Hire, train, and supervise guest services staff, ensuring they deliver excellent customer service and adhere to zoo policies and procedures.
• Develop and implement strategies to enhance the guest experience, increase visitor satisfaction, increase revenue, and promote repeat visitation.
• Oversee the ticketing system, including pricing, promotions, and sales reporting under direction of the zoo ownership.
• Ensures efficiency of ticketing, field trips, and special events. Relays guest feedback and interacts with guests to obtain feedback.
• Coordinate the implementation of membership programs, including recruitment, retention, and benefits administration.
• Serve as a liaison between guests and other zoo departments to address inquiries, complaints, and special requests.
• Collaborate with marketing, facilities, and animal care teams to plan and execute special events, promotions, and educational programs.
• Monitor guest feedback and implement improvements based on survey data and visitor comments.
• Maintains and over sees guest services budget and coordinates with owners on expenses.
• Ensure compliance with safety regulations and accessibility standards to provide a welcoming environment for all guests.
• Experience in crisis mitigation and prevention
• Cross trains with animal care teams and facilities teams to assist where needed.
• Other duties as assigned.

Requirements :

Benefits :