Events & Guest Services Manager

Events & Guest Services Manager

Are you a detail-oriented leader with a talent for creating seamless guest experiences and unforgettable events? The Santa Barbara Zoo is hiring an Events & Guest Services Manager to coordinate operations, lead a dynamic team, and help deliver mission-focused guest service that inspires and engages visitors. Join us and make a meaningful impact in a fast-paced, collaborative environment dedicated to conservation and education!

Position Status

Full-Time, Regular, Non-Exempt, Hourly

Schedule

Tuesday - Saturday

Compensation

$34.30 - $37.50 per hour

The Events & Guest Services Manager is responsible for working under the direction of, and in collaboration with the Director of Events & Guest Services, colleagues, partners, vendors, and other stakeholders to plan, coordinate, execute, and evaluate mission-focused, high quality, cost effective, and revenue-generating events and guest experiences that attract and engage guests and contribute to the overall success of the Santa Barbara Zoo and its mission.

Essential Duties

Daily Operations:

Reports directly to Director of Events & Guest Services

Ensures Guest Services and Events staff are equipped to provide a high-quality guest experience at all times

Manages time cards review and preparation for payroll weekly, with associated conversations and paperwork for Events, Guest Services, Show Cast, Train, and Transportation departments in a timely manner; Reviews weekly with Director of Events & Guests Services

Manages the hiring, onboarding, basic discipline, and coaching of staff for Events, Guest Services, Show Cast, Train, and Transportation departments

Manages the coordination, facilitation and participation in group interviews, individual interviews, and all related schedules for the Events, Guest Services, Show Cast, Train, and Transportation departments effectively

Assist Director of Events & Guest Services to develop and manage budgets for assigned departments, monitoring expenses and revenue. Track and report guest experience metrics, including attendance, satisfaction, and revenue. Implement long-term strategies to enhance the Zoo's guest experience.

Assists in ensuring consistent productive operating practices by identifying areas for potential revenue generation, reduction of costs, and more efficient procedures

Collaborate with other departments including Advancement, Animal Care, Facilities, Food & Beverage Education, Marketing, Membership, and Security on daily operations and event planning.

Places department orders, tracks shipping, and submits and manages expense reports

Oversees cash handling procedures and POS transactions in Guest Services

Ensures that team actions and programs align with the zoo's Mission and core values

Ensures processes to maintain a positive, collaborative, enthusiastic culture

Events:

Manages the Event Coordinator, Event Lead(s), & Event Hosts positions

Manages the event spaces based on the Event calendar to ensure all event spaces are pre-set or planned to be set within 24 hours of all events/meetings

Manages the reception, communications, booking and reservations for Admissions and Attractions, as well as Event planning such as animal encounters, birthday parties, and special/private events as needed for each event

Assists in de-escalation and resolution of guest incidents and concerns in a professional and timely manner

Assists in the planning of events' logistics, as needed including coordinating/scheduling additional Events & Guest Services staff as needed for each event

Assists in managing & tracking all event & Guest Services expenses such as rentals, labor costs, and other expenses for all events

Manages and develop event recap notes for all events and leads event debrief meetings as applicable

Manages seasonal dcor plan for all areas of the Zoo in collaboration with other departments

Guest Services:

Manages the Show Cast, Train Conductors, Train Conductor Lead(s), Transportation Shuttle Driver(s), Guest Services Supervisor(s), Guest Services Leads, & Guest Services Ambassadors positions

Assists the Director of Events & Guest Services in managing Guest Services staff in all capacities, including Point of Sale operations, Ticketing operations, scheduling, guest experience training, de-escalation, and daily standard operations of the Events, Guest Services, Show Cast, Train, and Transportation departments

Manages updates, implementation, and monitoring of effectiveness of training collateral and scripting

Ensure that front-line operations, admissions, and attractions operate safely and efficiently. Uphold the Zoo's standards for safety, accessibility, and guest satisfaction

Oversees the logistics and tracking of the Museums for All and Zoo4U Scholarship Program

Manage the processing requests for school groups and donation requests

Assists with the management of daily experiences for guests of all ages

Ensures that daily data is entered in system and assists with analyzing available information

Manages the processing of request from school groups

Show Cast:

Manages the Show Supervisor, Show Leads, & Show Staff positions

Assists the Director of Events & Guest Services in managing the Show staff in all capacities, including scripted stage shows, immersive spaces, guest experience training, de-escalation and daily standard operations of the Guest Services departments

Manages updates, implementation, and monitoring of effectiveness of training collateral and scripting

Ensures that daily data is entered in the system and assists with analyzing available information

Assists with the management of daily experiences for guests of all ages

Trains:

Manages the Train Supervisor, Train Leads, & Train Drivers positions

Assists the Director of Events & Guest Services in managing the Train staff in all capacities, including safety, training, scripting, guest experience training, de-escalation and daily standard operations of the Guest Services departments

Manages updates, implementation, and monitoring of effectiveness of training collateral and scripting

Assists with the management of daily experiences for guests of all ages

Ensures that daily documentation and data is properly completed and assists with analyzing available information

Ensure compliance with all Zoo, state, and federal safety standards and protocols

Manages the scheduling and communication, booking, and reservations for all aspects of the Train Team

Transportation:

Manages the Shuttle Drivers positions

Assists the Director of Events & Guest Services in managing the Transportation staff in all capacities, including safety, training, scripting, guest experience training, de-escalation and daily standard operations of the Guest Services departments

Manages updates, implementation, and monitoring of effectiveness of training collateral and scripting

Assists with the management of daily experiences for guests of all ages

Ensures that daily documentation and data is properly completed and assists with analyzing available information

Ensure compliance with all Zoo, state, and federal safety standards and protocols

Manages the scheduling and communication, booking, and reservations for all aspects of the Transportation Team

Staff Development:

Provide training, mentorship, and leadership to guest experience team members by assisting staff in developing necessary skills to provide our guests with a "quality personal experience that connects guests with animals," (aka Hedgehog)

Develops initial disciplinary documentation for review with Director of Events & Guest Services, and schedules disciplinary meetings as directed, in collaboration with Director of Human Resources as appropriate

Oversees onboarding coordination, session implementation and development; ensures implementation of programs, trainings, meetings, and all other staff development take place in a timely manner, with the intent of achieving the Santa Barbara Zoo's mission statement and the Hedgehog concept

Assists with managing the staff scheduling in a manner that prioritizes operational needs with Director of Events & Guest Services approval

Encourages, supports and exemplifies the highest ethical standards to ensure the continued development of the institution and the profession

Organization:

Ensure cross-department collaboration to deliver a seamless guest experience

Adheres to the Zoo's policies and procedures as outlined in the Employee Policy Manual