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Philadelphia Zoo

Manager, Guest Relations Admissions

DESCRIPTION:

This position plans, executes, and evaluates the work of the guest relations team members to ensure delivery of high quality products and customer service that enhances the guest’s visits, and supports the Philadelphia Zoo’s mission. Serves as a dynamic leader and directly supervises up to 2 supervisor and 40 seasonal staff. Reports to Director, Guest Relations.

ESSENTIAL JOB FUNCTIONS:

  • Responsible for the efficient operations of the following functions within Guest Relations:
    • Zoo Ticketing
    • Attractions Ticketing
    • Turnstiles
    • Membership Sales Operations
    • Switchboard
  • Ensure implementations of all ticketing and access control policies regarding memberships and various ticketing products.
  • Monitor cash control to ensure that funds are being handled in an accurate and secure manner that conforms to the Philadelphia Zoo policies and procedures.
  • Maintain knowledge and expertise of point-of-sale system (POS, kiosks, scanners, PCs, etc.) use to ensure that visitor access is being properly monitored and recorded.
  • Plan and manage hourly staffing to provide superior customer service within budgeted payroll.
  • Hire, train, supervise, counsel and coach staff; document infractions and address performance in an objective, consistent, and timely manner.
  • Evaluate full-time (union and non-union) and seasonal employees in accordance with established Zoo and departmental policies. 
  • Responsible for the execution of the employee incentive program that rewards outstanding achievements.
  • Handle guest complaints/inquiries/suggestions and develop short-term and long-term plans to prevent re-occurring issues.
  • Act as a location or building manager as assigned. Monitor upkeep and maintenance of these areas according to zoo standards.
  • Act as a back-up manager as needed for other GR operations.
  • Perform any other duties, projects or task assigned.

Experience Required

QUALIFICATIONS: • Bachelor’s degree required. Minimum of five years’ work related experience and at least three -year supervisory experience, preferably at an attraction venue. •Demonstrated strong customer service, and experience developing and implementing visitor friendly systems and procedures. •Position requires experience working in high-volume guest areas, preferably at a recreation or tourist destination. •Demonstrated strong management skills and experience with skilled, unskilled, and semi-skilled temporary workforce. •Demonstrated strong customer service, and experience developing and implementing guest centric systems and procedures. •Demonstrated knowledge of internal control systems for revenue and tickets. Proficiency in the use of Microsoft Office is required. •Experience establishing and maintaining productive relationships with subordinates, peers, superiors, guests and vendors. •Able to work a flexible schedule, which will include weekends and holidays. •Occasional evenings and early mornings.

How to Apply

https://workforcenow.adp.com/jobs/apply/posting.html?client=zoological&ccId=81367185_1790&type=JS&lang=en_US#

Philadelphia Zoo
3400 W Girard Ave
Philadelphia, PA 19104
Phone: 215-243-1100

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