Manager of Visitor Experience & Fun!




Organization: Cincinnati Zoo & Botanical Garden (AZA Member)
Location: Cincinnati, OH, United States
Job or Internship: Job

Manager of Visitor Experience & Fun!The Cincinnati Zoo & Botanical Garden is known for many things- our conservation efforts, our green initiatives, our friendly staff… but did you know that we have a strong set of core values that make us the best team around? We’re more than coworkers… we’re family. By building Collaborative Relationships, displaying Positivity & Energy, having Pride, Passion & a Sense of Ownership, supporting Accountability, Mutual Trust & Respect, and embracing Progressive Thinking, we have built a team of dedicated staff that focuses on our visitors, community & future. We look forward to having you join the team!The Visitor Experience Team is looking for a dynamic individual to join their team as the Manager of Visitor Experience & Fun! This position develops and implements strategies that will create the best Zoo visitor experience in the nation! Responsibilities for daily operations including but are not limited to: Oversight and management of all ride operations (Train, Carousel & 4-D Theater), Zoo Welcome Center, parking lots, turnstiles and ticketing locations; Hire, motivate, coach and train department personnel to perform to the best of their abilities and promote an overall best visitor experience.This position is full-time, overtime-exempt, and subject to the successful completion of a 180-day probationary period. This position is eligible for the Zoo’s benefit programs for non-union employees. Successful candidates will demonstrate the following leadership attributes: You Model the example for others to follow; You Inspire others to work towards an exciting future and shared vision; You Challenge yourself and others to look for innovative ways to improve the organization; You Foster collaboration and trust and build spirited teams; You Recognize contributions and celebrate accomplishments. Representative responsibilities/duties include, but are not limited to: - Develop and implement strategies that will create the best Zoo visitor experience in the nation! - Oversight and management of all ride operations (Train, Carousel & 4-D Theater), Zoo Welcome Center, parking lots, turnstiles and ticketing locations- Hire, motivate, coach and train all staff to perform their duties to the best of their abilities and promote an overall best visitor experience- Manage sales and performance incentive programs to effectively motivate and reward staff- Responsible for all ride safety inspections through state inspector’s office and third party affiliates- Work with mobility rental partner to ensure mobility fleet is fully operational & site visits by partner are scheduled - Monitor cash control procedures to ensure compliance across all areas; proactively work with Purchasing Dept to review issues and update standards, as necessary- Review end of day reports for errors: researches and reports issues to Finance personnel- Work with IT department on back end support of point of sale system- Effectively and proactively respond to visitor issues, inquiries and complaints- Assist with budget preparation for Visitor Experience department, responsible for tracking labor and revenue dollars and maintaining budget goals - Collect and disseminate guest surveys- Works in collaboration with Visitor Experience Trainer and other management staff to develop & implement training & coaching strategies that improve guest service across Zoo operations Working Conditions: Employment is contingent upon passing a drug & nicotine screen and satisfactory background investigation. This position requires a continual presence out on Zoo grounds, and may consist of walking 2 or more miles per day. While performing the duties of the job, the incumbent is regularly required to stand, walk, and utilize manual dexterity to use computer mouse and keyboard. The incumbent may be exposed to outside weather conditions and must be able to lift/move/carry up to 25 pounds without assistance. Ability to work a flexible schedule (including holidays, weekends and evenings) is required. Qualifications: High School diploma required; College degree preferred; Three years of related experience, including two years of supervisory/coaching experience (at an entertainment venue desirable); or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job; Must have excellent oral and written communications, interpersonal and customer service skills. Cash handling experience preferred; Working knowledge of Ticketing Systems preferred; Command of Windows-based software and applications is required; Requires a valid driver’s license and be insurable through the Zoo’s carrier.The successful candidate will have the ability to manage multiple and complex responsibilities at the same time; be timely and reliable in attendance and performance; and have the ability to work well with staff, volunteers, Zoo donors and prospects, as well as the general public; and have a demonstrated affinity for the Mission of the Cincinnati Zoo & Botanical Garden.Zoo Benefits: The Cincinnati Zoo & Botanical Garden offers a comprehensive benefits package including affordable medical, dental & vision coverage; 401(k) plan with company match; flexible spending accounts; generous paid time off (vacation, holiday and sick leave); company-paid disability & life insurance; park discounts and free passes.To apply for this position: Qualified applicants must apply via our online application on our website at http://cincinnatizoo.org/about-us/job-opportunities/. Cover letter and resume should be attached to your online application.Applications will be reviewed as they are received, with the intent of filling the position as soon as possible with the best candidate.