Guest Services Supervisor - Experience at Tulsa Zoo

Tulsa, Oklahoma, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Jul, 26

Salary

0.0

Posted On

09 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team leadership, Guest services, Operations management, Staff training, Revenue strategy, Data analysis, Conflict resolution, Safety compliance, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Point of sale systems, Reporting, Interpersonal skills, Communication, Mentoring

Industry

Non-profit Organization Management

Description

Tulsa Zoo Management, Inc. Your Role: Guest Services Supervisor - Experience Your Manager: Director of Guest Services Your Pay Structure (FLSA Status): Full-time, salary/exempt Safety Sensitive: This is a safety-sensitive position. Regardless of whether you are a medical marijuana licensee, you must receive a negative result on a 10-panel, pre-placement drug screening to include THC, prior to beginning work. The Zoo Tulsa Zoo Management, Inc. (TZMI) is a nonprofit organization driven by our mission of Connecting, Caring, Advocating for Wildlife, People, and Wild Places. From trumpeting elephants to squawking parrots, each member of our team is integral to the success of the Zoo as Green Country’s largest paid daily attraction. At Tulsa Zoo, the IDEA is a zoo for all. We are committed to fostering an inclusive workplace where everyone feels valued and respected. Apply today for your opportunity to join our dynamic group of passionate individuals who bring the zoo to life each day, 365 days per year, caring for animals, interacting with guests, educating the public, and managing the Zoo’s grounds, operations, and facilities. A Few of Your Many Benefits * Free family-level Tulsa Zoo membership * Medical, dental, and vision benefits beginning your first day of employment * 401k * Unlimited mental healthcare at no cost to you * Food, beverage, and retail discounts on zoo grounds * Generous paid time off plans Your Job Guest Services Supervisor – Experience is responsible for overseeing the daily operations of guest experiences including animal experiences, ensuring engaging and memorable interactions. The role supports and leads the Attractions & Experience team and collaborates with other Guest Services department supervisors and other departments to enhance the overall guest experience. Your Essential Responsibilities If you disclose different abilities, reasonable accommodations will be made to enable you to perform the essential duties and responsibilities of this position. * Hire, supervise, and lead the Attractions & Experience team, ensuring safe, efficient operations and conducting regular meetings to discuss goals, feedback, and improvements. * Work some weekends and evenings as required. * Monitor guest interactions to ensure high service standards, resolve issues, gather feedback to improve guest services, and serve as the primary contact for inquiries. * Oversee daily attraction operations, ensuring all rides, exhibits, and experiences are safe and functional. Coordinate guest components for animal experiences, including reservations and implementation of experiences with relevant teams. * Develop and implement onboarding and training programs focused on service, safety, and operations, while mentoring team members, providing feedback, and collaborating with fellow supervisors to ensure proper training/certification. * Assist in developing revenue strategies through new experiences and analyze sales data to adjust tactics and meet or exceed goals. * Prepare regular reports on team performance, experiences, and guest satisfaction, using analytics to identify trends, assess performance, and recommend improvements to enhance the overall guest experience. * Continuously seek innovative ways to enhance the guest experience by staying informed on industry trends, proposing new ideas aligned with Tulsa Zoo’s mission, and collaborating with the Attractions Supervisor to implement strategies that boost guest satisfaction and attraction appeal. * Effectively communicate and demonstrate interpersonal skills with all levels of employees in a clear and professional manner. * Demonstrate and adhere to TZMI’s workplace values. * Know and follow zoo policies and procedures, including emergency protocols. * Attend and participate in staff meetings and assigned training sessions. * Other duties may be assigned to you. Supervisory Responsibilities This position supports supervision of 10-20 Attractions & Experience team members. What We Expect Required Qualifications, Education and/or Experience * Must be 18 years or older, possess a valid driver’s license, and be insurable on TZMI’s insurance carrier. * Must have a valid driver’s license and have been licensed to drive for at least one year. * Must have a driving record free of any infractions for the past 7 years. * Must successfully complete TZMI Train Engineer training program followed by a proficiency exam and evaluations. * Must have 20/40 vision in both eyes with or without corrective lenses, and a field of vision of at least 70 degrees in each eye. Must have the ability to recognize different colors of traffic signals. * Must be able to work weekends, evenings, and holidays. * Must have a high school diploma or GED; at least three years related experience and/or training; or equivalent combination of education and experience. * Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of TZMI employees, managers, clients, customers, and the general public. * Ability to calculate figures and amounts such as discounts, proportions, percentages, algebra, geometry, fractions, ratios, and decimals and apply them to practical situations and units of American money. * Microsoft Word; Microsoft Excel; Microsoft PowerPoint or Prezi; point of sale system such as Altru or equivalent preferred; payroll system such as Paycor or equivalent preferred; digital checklist and inspection software such as Velocity or equivalent preferred; Internet Browser(s)- Explorer, Chrome, Safari, etc. What You can Expect Our Values * We are enthusiastically committed to be part of the Tulsa Zoo community. * We will all work together as one Zoo Team to support the Zoo’s mission. * We will value and appreciate everyone and create a safe, understanding, and welcoming environment for all. * We will all be accountable for achieving excellence. * We will earn the trust of one another, acting honestly and treating each other with respect. Physical Demands and Work Environment * Moving about - frequently * Sitting - frequently * Standing - frequently * Reaching with hands and arms – frequently * Stooping, kneeling, crouching, and/or crawling - occasionally * Exchange of in-person, phone, radio, or digital communication - frequently * Carrying or lifting up to 50 pounds – occasionally * Pushing and/or pulling up to 50 pounds – occasionally * Gripping, pinching, writing, and other hand movements - frequently * Climbing and/or balancing – rarely * Foot action (i.e. pedals, brakes, etc.) – frequently * Exposure to outdoor weather conditions - constantly * Exposure to high noise levels- frequently * Exposure to strong smells – frequently * Work near moving mechanical parts – frequently * Wet or humid environment - occasionally

Responsibilities

The Guest Services Supervisor oversees daily attraction operations and leads the Attractions & Experience team to ensure safe, engaging, and memorable guest interactions. They are responsible for developing revenue strategies, managing staff performance, and collaborating with other departments to enhance the overall zoo experience.