Manager, Admissions and Guest Relations

Organization: Wildlife Conservation Society's Bronx Zoo (AZA Member)
Location: Bronx, NY, United States
Job or Internship: Job

Position SummaryManage department daily operations to provide superior customer service, maximize revenue, enhance guest experience, and support the mission of the Wildlife Conservation Society.Responsibilities include, but are not limited to:Sales & Service• Manage the daily operation of park entry areas and gate/attraction ticketing for efficient and effective guest experience.• Focus and align all staff and operations behind current pricing and ticket strategies to maximize premium ticket sales • Collaborate with relevant park and division leaders to promote a professional, clean, organized and safe environment for staff, guests and animals.• Promote ongoing innovation and refinement of current practices.Personnel Management• Hire, train and manage a high-performing team of full time, union and part time staff • Schedule and implement hourly staffing plan to maximize sales opportunities and provide excellent customer services within budgeted payroll• Recognize and reward outstanding achievements, be responsive to team needs and interests, and comply with all federal, state and local labor law and equal opportunity requirementsProduct Management, Expense Control & Protection of Assets• Monitor and control cash, and focus on loss prevention practices, to ensure that funds are being handled in an accurate and secure manner that conforms to WCS policies and procedures• Maintain inventory of department supplies and equipment (including strollers, wheelchairs, vehicles, computer hardware, etc), and manage the use of all assets to minimize repair and maximize longevity• Supervise ticketing and oversee the operation, maintenance and advancement of admissions POS system to ensure that visitor access is being properly monitored and recorded.Administration & Cooperative Management• Prepare daily, weekly and monthly reports as required• Collaborate with Business Operations administrative team on local reporting and analysis• Promote the ongoing improvements of guest relations operations and incorporate service recovery strategies and initiatives across related department activities• Participate in the oversight and implementation of membership site sales operations to ensure accuracy and accountability of the fulfillment process and expedited service.• Establish and maintain a strong, collaborative working relationship with BZ leadership, and key WCS departments, and provide operational support for various programs and eventsOther duties as assignedQualifications: Bachelor’s degree or equivalent experience in related fields 3 to 5 years of management experience in theme park or similar venue management in a fast paced, customer focused, seasonal environment Strong people management and leadership skills Strong written and oral communication skills Strong organizational skills with a demonstrated ability to balance numerous and varied tasks simultaneously Proven experience in problem solving, cooperative management and project management Strong Microsoft Office Suite skills