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Chicago Zoological Society / Brookfield Zoo

GM Admissions / Ticketing Manager

General Manager of Admissions/Ticketing Manager

Since the opening of Brookfield Zoo in 1934, the Society has had an international reputation for taking a cutting-edge role in animal care and conservation of the natural world.  The Society is an active partner in wildlife protection programs around the world, including the Sarasota Dolphin Research Program, the world’s longest-running study of bottlenose dolphins.  We have pioneered the field of conservation psychology, the study of how people connect with animals and nature. We are able to reach so many audiences each year, including 2 million zoo guests engaged by unique exhibits and programs; some 250,000 schoolchildren, campers, and families who participate in award-winning science education programs; nearly 24,000 teachers who take part in our professional development workshops; and, diverse communities across Chicagoland.  The Chicago Zoological Society’s Brookfield Zoo is known throughout the world as a leader in animal welfare and conservation, this venerable institution also serves as a potent economic engine, top tourism attraction and award-winning educational institution.                                                                             

The General Manager of Admissions/Ticketing Manager contributes to the success of the Chicago Zoological Society through direction of day-to-day operation of admission and access control functions to provide an extraordinary guest service for more than 2 million transactions at all admissions sales areas (ticket booths) and assigned access control points park-wide. Manages programs for on-site membership sales, stroller rentals, switchboard and mail. Provides additional support for other Guest Services functions as required.  

Primary duties and responsibilities:

Manages admission sales and access points, parking, onsite membership sales and fulfillment, mobility rentals, internal attractions, switchboard and mailroom to contribute to a quality guest experience.  Ensures assigned crew provides exceptional guest service at all assigned locations park-wide.   Communicate all relevant issues/news to staff to ensure they are fully informed and can support institutional direction and provide appropriate information and messages to guests.

Manage, collect, audit, track and report on revenues.   Obtain and provide to management accurate attendance information and assure accurate accounting of all revenues.   Recommend and implement programs and processes to increase revenues.

Develop and implement programs and procedures in conjunction with Cash Control, Finance, Police, Marketing & Communications, Membership, School Reservations, Information Technology, and the SSA Group to ensure consistency in the processing of guest admissions and sales.

Develop annual staffing plan that supports budgetary goals and ensures adequate coverage of all areas of the operation.  In coordination with Human Resources, identify staffing needs, interview and select appropriate candidates. Develop and maintain documentation of required training. Provide coaching and direct supervision to staff, including assistant managers and up to 150 seasonal staff members.  Conduct accurate and timely performance appraisals.

Serve as the primary System Administrator and point of contact for the Admissions point of sale system.  Work with vendor support staff and Information Technology to ensure software and related hardware are up-to-date and work correctly; update event scheduling; and enter other information as needed. Train other system administrators and departmental users. Ensure appropriate controls over system access and permissions.

Develop, implement and evaluate departmental training programs to communicate service standards and procedures in order to ensure exceptional guest experiences. Direct the training and supervision of seasonal crew members, including observation, evaluation, recognition, corrective action, timely performance appraisals, and crew development.  Assure compliance with Society policies and procedures, department protocols, government job safety regulations, and employment laws.  Evaluate current protocols and recommend new procedures and modifications as necessary.

Submit recommended expenses for department annual budget process, monitor expenses and make adjustments as need to achieve budgetary goals.  Work to create efficiencies designed to reduce expenses and improve guest services as appropriate.

In the absence of the Motor Safari Manager, provide support for the Motor Safari department by operating the Carousel in a safe manner following established procedures, including: performing and maintaining the daily operational checklist, performing safety checks and messages and providing the access control function; provide on-site supervision of and direction to the Motor Safari staff, and support the Mold-A-Rama program by having Admissions crew fill the machines.

Other related duties as assigned.   

The requirements for this position include the following: 

Bachelor’s in Business Administration, Management, or related field or eight years of equivalent experience required.

Three (3) years’ experience in a management capacity and five (5) years’ experience in customer service and cash management required.  Three (3) years staff supervisory experience required. Two (2) years POS System experience required.

Proficiency in Microsoft Outlook, Word and Excel, or equivalent required.  Strong figure aptitude required. 

Excellent leadership, interpersonal and communication skills including verbal, written and listening required. Excellent organizational, decision-making, and problem-solving skills required.  Strong customer service orientation.

Cultural proficiency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.  English fluency at a professional working proficiency.

A valid driver’s license is required on date of hire.  If an Illinois resident, must possess a valid Illinois driver’s license at the time of hire or must obtain one within 90 days of hire.  A valid out-of-state driver’s license is required at time of hire for out-of-state residents. 

 The preferred qualifications:  

Ability to develop, manage, and forecast budgets a plus. 

Multilingual ability, Spanish fluency a plus.

POS System Administration experience a plus.

Additional Information:  This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform.  This position requires an energetic, flexible, and results driven manager.  Must have a participative management style and advocate a team approach.  Requires a responsible and tactful individual who is able to interact effectively with diverse audiences at all levels.  Must be able to work effectively under pressure, meet strict deadlines, and adhere to the Society’s high standards.  Must represent the Society in a professional manner at all times. Weekends and evenings are required as business demands.

The Chicago Zoological Society is an Equal Opportunity Employer. 

How to Apply

If interested in being considered for this opportunity, please visit the CZS Career Center to obtain more details about the position and to apply by submitting your profile.  Please visit our website at  Please look for requisition number 2175BR.

Chicago Zoological Society / Brookfield Zoo
3300 Golf Road
Brookfield, IL 60153

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