Visitor Services Manager

Organization: The Maryland Zoo in Baltimore (AZA Member)
Location: Baltimore, Maryland, Country
Job or Internship: Job

The Maryland Zoo in Baltimore seeking an enthusiastic individual to join our team as a full-time Visitor Services Manager for our Visitor Services Department. This is a salary, full-time, exempt level position. The Visitor Services Manager is responsible for managing daily operations of the Zoo to include assignments in admissions, access control/ticketing, custodial, and rides/trams/train divisions. This position will maintain exceptional standards of customer service, cleanliness and physical appearance of all locations and staff, continuously plan and update pricing and operational strategy to maximize revenue contribution and level of service, and prepare weekly schedules for all seasonal, part-time, and full-time departmental staff. This position will be responsible for conducting daily briefings with all seasonal, full-time, and part-time staff to inform them of all happenings within the zoo in reference to Visitor Services responsibilities and communicating daily schedules, events, and any changes for the main gate, exhibits or attractions to all staff, so that they may notify guests if asked. The Visitor Services Manager will also work closely with contracted concessions’ management and staff to ensure adherence to all Zoo policies and procedure and respond appropriately to guests’ questions, comments, or concerns. Other responsibilities include collaborating with the Director of Visitor Services on all matters concerning personnel, actively participating in the recruitment, hiring, training, evaluation and disciplining of all staff, and coordinating with other departments as necessary to fulfill any special needs relating to Visitor Services (i.e. Events). This position may be assigned additional duties to meet business and departmental needs.

Minimum Qualifications:

Associates Degree in Business, Hospitality or related discipline (education can be substituted in lieu of relevant experience). Minimum of three years in a supervisory management role; Minimum of two years related experience in the hospitality or retail industry; Proficiency with Microsoft Office software, including Microsoft Outlook, Word, Excel, and PowerPoint; Familiarity with business cash handling procedures; and, Valid driver’s license. Ability to work with individuals from a wide variety of ethnic, cultural and economic backgrounds; Strong organizational and communication skills; and, Ability to identify and resolve guest issues. Must be able to stand and remain active for an eight hour shift; Must be able to work a flexible schedule to include weekends, holidays, and special events; Must be able to walk large areas of the Zoo as needed; Must be able to work in an outdoor weather environment in all seasons and weather, including heat/humidity, cold temperatures, and/or wet conditions; Must be able to exert up to 35 pounds of force to lift, push, pull, carry, or otherwise move objects; and, Must be able to operate a variety of equipment including rides, tram, train, computer, computerized register, two-way radio, telephone, golf cart, etc.

Contact: Brandi Gibson


Email Subject Line: Visitor Services Manager