Guest Services Assistant Manager

at  Virginia Zoological Society

Description:
The Virginia Zoo, founded in 1901, is located in Norfolk, VA and is home to more than 700 animals representing over 150 species. It resides on 53 acres and is mostly outdoors with an indoor World of Reptiles exhibit, 3 classrooms, and an indoor restaurant and gift shop.
The Guest Services Assistant Manager contributes to leading the team to create a positive and memorable guest experience for visitors of the Virginia Zoo. As the Guest Services Assistant Manager, you will be tasked with supporting the daily operations of the department, so the team is prepared and trained to provide for the visitors. Under the guidance of the Guest Services Manager, the department leadership team partner together to effectively coach and develop team members in the department and identify new ways to elevate the guest experience and partner with other organizations with membership swaps.
This is a salaried, exempt position that manages staff. Reports to Guest Services Manager.

REQUIRED SKILLS/ABILITIES:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a history of meeting deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a fast-paced and at times stressful environment.

EDUCATION AND EXPERIENCE:

• High School Diploma or GED
• At least 4 year of customer service experience required.
• At least 1 year of customer service management experience required.
• At least 1 year of database management preferred.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds capacity at times.

ADDITIONAL REQUIREMENTS

• Must be confident, energetic, and self-motivated with a desire to deliver outstanding customer service.
• Ability to maintain a professional appearance and manner.
• Ability to work in a team environment or alone for extended periods of time.
• Able to work indoors and outdoors in all weather conditions.
• Must be fully vaccinated against COVID-19.

• Answer on-site guest questions and resolve guest escalations.
• Assist in ensuring accurate Guest Services team process monetary transactions and adhere to all cash handling policies.
• Introduce non-members to the Zoo Membership program highlighting benefits and value.
• Process admission tickets, membership enrollments/renewals/Gifts through CRM software.
• Maintain and update membership database ensuring accuracy.
• Supports events by staffing check ins, membership sales, and maintaining lines.
• Contribute to maintain a clean and organized membership office.
• Participates in a rotating supervisor schedule weekly and supports end of day sales reconciliation, contribute to preparation / closeout of tills utilized by Guest Services team.
• Assist with BTS tour program and Guest Services partnerships, including membership swap partners.
• Assist with Facebook membership group engagement.
• Contributes to records corrections and revisions.
• Coordinates monthly renewal printing and shipment.
• Assist in Guest Services department strategy and department analysis.
• Assist with Guest Services team member check ins.
• Other duties as assigned.
  Requirements: