Organization: Houston Zoo, Inc.
Location: Houston, Texas, Country
Job or Internship: Job
SENIOR ADMISSIONS SUPERVISOR
Please go to www.houstonzoo.org/careers for a complete job description and to apply.
The Houston Zoo aspires to be recognized by peers, staff, and general public as a leader among conservation efforts, delivering excellence in animal care, entertainment, education, and Guest service. Join an enthusiastic team that provides a fun, unique and inspirational experience fostering appreciation, knowledge, and care for the natural world.
The Senior Admissions Supervisor leads and develops the Supervisor, Guest Service Representative and Greeter staff in providing outstanding service and memorable experiences for Zoo guests. This position is responsible for daily cash handling and ticketing operations at entry points throughout the zoo including the Main and Medical Center Gates, Wildlife Carousel, 4D Experience, Giraffe Feeding and other attractions and events throughout the zoo.
-Develop the admissions team to provide outstanding guest service through daily supervision of operations at the ticket sales location, ticket entry points, and attractions.
-Exemplifies the highest standard of work ethics
-Address guest concerns courteously and fairly. Provide appropriate, available and achievable service recovery as needed.
-Interview and make hiring recommendations.
-Schedule staff for 7-day operation for point of sale, entry and attractions meeting varying seasonal needs.
-Train staff in point-of-sales automated systems and database using Galaxy ticketing software.
-Train staff for promotions/discount programs and upsells to meet related goals
-Supervision of staff through coaching, counseling and scheduled evaluations.
-Seek best practices to enhance the operation. Recommend procedures and policies and assure implementation.
-Authorize admissions policy exceptions
-Develop and update training materials. Monitor training processes to ensure consistency and effectiveness.
-Maintain proper access controls and cash handling procedures using Galaxy ticketing software and manual processes for cash in and out of the vault.
-Maintain proper equipment check out and maintenance records, report malfunctions in a timely manner and hold staff accountable for equipment damage or loss.
-Prepare bank deposits; verify media including coupons, vouchers and sign-out forms for accuracy and completion.
-Provide communication to other departments detailing hours of admissions operations and event times.
-Use Galaxy and other reporting tools including Microsoft Excel to track attendance, revenue, and individual staff performance.
-Coordinate with group sales and education department to facilitate group entry to the zoo.
-Communicate with Zoo staff and operating partners to troubleshoot computer, mechanical, audio-visual and sound equipment issues
-Order and maintain supplies and equipment required for effective operations.
-Work closely with Zoo grounds & housekeeping teams to ensure admissions areas are clean and show-ready daily.
-Light maintenance and cleaning of point of sale, access control, and attractions operation equipment.
-Effective use of record keeping procedures, email, and telephones.
-Other duties as assigned.
Reports to the Admissions Manager and Assistant Manager
-1-3 years of supervisory/management experience in amusement/theme park or related atmosphere working with crowd control and optimizing throughput.
-Supervisory/management experience must include at least 1 year direct supervision of a team of 10+ staff.
-Possess strong leadership skills.
-5 years of experience in high volume cash handling operations.
-Effective organizational and communication skills working in a co-managed team environment.
-Ability to identify and resolve guest issues in a friendly, appropriate, and timely manner.
-Ability to identify and resolve staff conflict or discipline issues in a timely and professional manner.
-Skills to operate mechanical and electrical equipment.
-Associate’s degree (A.A.) or equivalent from an accredited two-year college; or two to three years related experience and/or training; or equivalent combination of education and experience.
-Galaxy ticket software experience a plus.
-Bilingual (Spanish) a plus
-Good math and counting skills.
-Frequent use of software, particularly Microsoft Excel and Outlook, and Galaxy ticketing.
-Valid driver license with acceptable motor vehicle record.
-Comfortable working with basic office equipment.
-Ability to stand and remain active for an entire shift, walk and climb stairs.
-Ability to work outdoors in heat and humidity, cold, and inclement weather as well as work irregular hours including evenings, weekends and holidays.
-Ability to frequently lift and/or move up to 50 pounds.
-Handling and processing tickets requires frequent repetitive hand motions.
The work environment is generally comfortable but requires standing and walking for long periods outdoors even in inclement weather. The position may involve periodic exposure to mild chemical substances used to clean equipment. The zoo operates seven days a week and requires availability for non-standard/flexible schedule including weekends, holidays and after hours events.
Excellent hand/eye co-ordination, ability to move quickly to assist with staff and guest needs, ability to work at a computer keyboard, clear speech, and good listening skills.
The position requires heavy public contact requiring considerable interpersonal skill, extensive interaction with the public requiring a high degree of appreciation of customer service, the ability to deal with conflict, provide service recovery and make operational decisions in a dynamic environment.