Park Services Manager
Description
JOB SUMMARY
This manager is responsible for ensuring that Dallas Zoo facilities and amenities are clean and welcoming to our guests. A wide variety of guest service-related duties are performed including shift supervision for custodians and other Guest Services staff members, opening/closing attractions, and relief manager coverage. Implementing strategies to help the Zoo become more sustainable, creating an unsurpassed guest experience, and cultivating a work force to achieve success including high cleanliness standards are expected of this position. This position reports directly to the Director of Guest Services. Duties are performed both indoors and outdoors.
SPECIFIC DUTIES AND RESPONSIBILITIES
This list is not intended to include all of the specific tasks which an employee in this position may be expected to perform.
• Ensure Zoo representatives are providing a high level of guest service on a daily basis.
• Provide daily supervision of team members including coaching, counseling, and mentoring. Hire, train and evaluate staff performance.
• Coordinate custodial staff and supervisor activities by scheduling, planning, and organizing workloads and assignments. Ability to manage staff and resources in an effective and efficient manner.
• Perform daily audits of custodial areas, including restrooms, supply closets, and buildings to ensure a high level of cleanliness.
• Open and close Guest Services operations and attractions. Monitor staffing levels to ensure appropriate service levels for clean facilities, for guest experience and safety during animal encounters.
• Coordinate event activities and provide direction to other zoo staff and volunteers.
• Deal directly with guests; respond to guest inquiries, comments, and concerns. Provide general information about the Zoo, including hours of operation, memberships, special events, etc.
• Develop park services/custodial training materials. Participate in department and zoo-wide trainings.
• Ability to use good judgment and make sound decisions in a fast-paced environment.
• Ability to prioritize and multi-task; must be organized and flexible to change course of work/projects as circumstances dictate.
• Effectively communicate information to staff and guests regarding pricing, operating hours, events and attractions for the Zoo.
• Assume emergency response responsibilities for Guest Services and overall park responsibilities when assigned in the absence of the Director of Guest Services.
• Prepare budgets, cost analysis, planning matrixes and event memos.
• Complete assigned paperwork, including end of shift paperwork, and reports in a timely and accurate manner and maintain computerized data.
• Monitor supply costs, service levels and labor costs to help assure compliance to established budget
• Participate in planning, goal setting and evaluating standards.
• Comply with safety and environmental standards. Attend training.
• Support conservation and recycling efforts.
• Operate various equipment including points of sale/cash registers, computers and two-way radios, in addition to custodial equipment including leaf blowers, vacuums, caddies, etc.
• Respond to emergencies as directed.
• Schedule and perform routine maintenance on Guest Services custodial equipment, including vacuums, leaf blowers, caddies, etc.
• Respond professionally and in a timely manner to emails and telephone calls.
• Plan, coordinate and execute special event setup, ensuring all requested event materials are present, working closely with event managers.
• Prepare purchase orders for custodial supplies, closely monitoring inventory levels of essential supplies and materials.
• Develop recognition program for custodial/park services staff to drive continuous improvement of cleanliness of Zoo grounds and amenities.
• Other duties as assigned.
QUALIFICATIONS
• A minimum of four years of experience in a guest services and/or hospitality-related field AND two years minimum in a supervisory or management capacity.
• Must have a high school diploma or GED. Bachelor’s degree in business administration, public administration, recreation management or a related field, is preferred.
• Experience in a multi-faceted operation such as a zoo, theme park, hotel or similar customer service work preferred.
• Knowledge of safe cleaning and HAZMAT practices
• Bilingual (English/Spanish) speaking and writing skills are a plus.
• Must have a valid driver’s license and reliable transportation.
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to remain calm in emergency situations, gather information and respond appropriately.
• Ability to effectively respond to and potentially diffuse an upset guest.
• Ability to establish and maintain cooperative working relationships with those contacted in the course of work including volunteers and zoo staff.
• Ability to effectively supervise staff and work activities.
• Knowledge and ability to operate standard office equipment such as a personal computer, multi-line telephone, two-way radio, and photo copier and the ability to operate typical point of purchase equipment including cash registers, hand-held credit card machines (or, ability to learn existing point of sale equipment.)
• Ability to perform several tasks simultaneously.
• Ability to work flexible shifts, including weekends, holidays and evenings that may be assigned.
• Ability to work indoors and outdoors with exposure to cold and heat.
• Ability to demonstrate a welcoming and cooperative attitude and demeanor toward guests, staff and volunteers.
• Ability to work as a team member and independently.
• Must be able to walk, stand, sit, kneel, stoop, crawl, twist, reach above head, pull, bend, climb stairs and ladders, and lift/carry 50lbs.
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All qualified applicants will receive consideration for this position without regard to race, color, religion, sex, national origin or ancestry, disabled veterans and veterans of the Vietnam era.
EOE M/F/D/V www.dallaszoo.com