Director of Guest Experiences




Organization: San Francisco Zoological Society (AZA Member)
Location: San Francisco, California, United States
Job or Internship: Job

SUMMARY: This position oversees and manages all aspects of the guest experience program.

ESSENTIAL DUTIES & RESPONSIBILITIES include the following. Other duties may be assigned.

Develop and implement a guest services program; planning and assisting with guest surveys, customer service training, establish customer service standards and address guest complaints.

Propose and implement strategies that constantly improve guest satisfaction.

Develop and implement guest experience guide and service quality control standards.

Work with all departments to develop and implement a consistent standard of customer service throughout the zoo.

Work with the Marketing department on events to ensure highest level of guest satisfaction.

Researches, recommends and prepares reports on programs, projects and/or equipment that would enhance the guest experience program.

Assists with yearly operational budgets.

Interacts with Zoo visitors courteously and offers proper attention at all times.

Other duties assigned by management.

SUPERVISORY RESPONSIBILITIES: Carries out supervisory responsibilities in accordance with the organization's policies, applicable laws, and relevant labor laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; rewarding and disciplining employees; addressing complaints and resolving problems; ensuring compliance with union rules regarding seniority.

REQUIRED QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION: Bachelor's degree (B. A.) from four-year college or university in hospitality, public or business administration or similar field of study.

EXPERIENCE: 3 to 5 years supervisory experience in the hospitality industry and/or entertainment industry. Certification(s) in customer service, hospitality, and/or training programs highly desired.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to walk; use hands; and reach with hands and arms. The employee is occasionally required to stand; sit; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The employee is occasionally exposed to moving mechanical parts. The noise level in the work environment is usually moderate.

SALARY: Commensurate with experience

Bilingual candidates are encouraged to apply.

TO APPLY: Please complete an application at www.sfzoo.org. Please include a resume and cover letter detailing your experience as it relates to this position. EOE.