Organization: Houston Zoo
Location: Houston, Texas, Country
Job or Internship: Job
Responsible for the overall planning, development, management and day-to-day operations of the box office, access control, rides and attractions, vault room and coordination with related departments.
Drives the overall strategic vision of the department and communicates clearly with both team members, direct reports and senior management
Ensures that guests are promptly and courteously admitted to the zoo, that all revenues are collected and forwarded for accounting and that bank deposits are timely
Maintains customer service standards according to established guidelines and ensures visitors are handled in a friendly and positive manner
Evaluates and develops standards, polices and procedures within the department
Identifies and selects employees for all levels of admissions operations including a large temporary seasonal workforce.
Works with leadership staff within the department to build a culture of team work, customer service, consistency and high morale
Designs and monitors programs to reward staff for excellent and consistent customer service
Responsible for maintaining a safe work environment for all staff
Oversees the training and evaluation of staff and ensures competence of staff
Ensures proper scheduling as needed for zoo operations and that section standards and practices are consistently met
Responsible for internal controls over cash handling including routine accounting and money handling tasks related to receiving, recording and depositing customer payments and fees, coupons, promotional materials and donations
Designs daily, weekly, monthly and annual reports on attendance and revenue and ensures reports are prepared accurately and distributed in a timely manner
Ensures job expectations and disciplinary standards are clearly communicated to management and team members
Maintains staff development and ongoing communications with human resources regarding employee relations issues
Ensures employee issues are identified and resolved in a timely fashion and documentation is completed and submitted in a timely manner
Maintains grooming and appearance standards amongst the staff at all times
Seven years of experience in a high volume cash handling operation with heavy customer contact is required with at least five years of supervisory experience. Must be familiar with Microsoft Office and proficient in Excel. Must be familiar with and proficient in using POS or ticketing system software. Exceptional customer service experience is required. Prior experience leading and inspiring large teams is required.
High school diploma or GED is required, with excellent math and financial reconciliation skills.
Supervises the Admissions Manager and 6 Admissions Supervisors. Also oversees 40-70 staff, depending upon season, including Leads, Guest Service Representatives (cash handlers), Greeters and Attractions Operators.
The position requires:
- Ability to handle multiple tasks simultaneously, work in an environment subject to constant interruption and quickly changing priorities
- Ability to prioritize and delegate is essential
- Effective time management skills
- Excellent interpersonal and communication skills (in person, in writing and over the phone) to establish and maintain working relationships with staff at all levels and in all departments
- Superior customer service skills, skilled in interacting with the public, answering questions and resolving guest issues
- Work with others in a team setting
The position requires moderate physical effort on a daily basis such as walking, bending, stooping and standing for long periods as well as ability to lift and/or move up to 50 lbs.
The work environment is generally comfortable but requires sitting for long periods in front of a computer. Also requires walking for long periods over a 55 acre campus. There will be outdoor work and exposure to the elements including long periods of high heat and humidity.
Requires excellent hand/eye co-ordination, ability to work for long periods at a computer, ability to walk quickly to assist staff and guests. Requires clear speech and good listening skills.
Requires heavy public contact requiring considerable interpersonal skill and a high degree of appreciation of customer service.
Applicants can visit www.houstonzoo.org/careers to download an application
E-mail resume and completed application to firstname.lastname@example.org
Houston Zoo is an Affirmative Action/Equal Opportunity Employer