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

You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position

SUMMARY: 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 décor 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

Attends all bi-monthly all-employee meetings

Attends all professional development classes assigned by the Director of Events & Guest Services

Professionally and positively represents the Zoo as a Zoo Brand Ambassador

Guest Relations:

Greets every guest with a smile

Thanks guests for supporting/visiting the Zoo

Handles guest service recovery, inquiries, and accident reports according to Zoo guest relations procedures

Ensures the Zoo’s presentation standards for cleanliness and maintenance are met, by keeping the Zoo clean, picking up trash, and reporting unsightly or unsafe conditions

Ensures staff provide guests with the best zoo experience possible

SECONDARY DUTIES:

Answers phone calls, voice mails, and e-mails promptly and professionally

Adheres to and enforces all Zoo entrance policies, at all times

Adheres to all cash handling procedures as outlined in cash handling policies

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

Reflects the qualities outlined in the Guest Relations Statement and the Employee Pledge

Associates with guests to assist and share information

Maintains a clean neat appearance and adheres to the Zoo’s uniform dress code

Takes responsibility to stay informed about happenings at the Zoo, such as reading emails, employee communications and attending meetings

Coordinates and executes guest-related activities such as tabling events, surveys, and promotions

Assists with new employee orientations and onboarding, providing position’s specific training

Responds to all guest inquiries, comments, and concerns in a timely manner, in accordance with the Guest Relation’s Procedures

Responds to minor guest related accidents and report in accordance with the Guest Relation’s Procedures. Major accidents to be handled by the manager on duty or Security

Responds to and aids in the recovery of lost children as outlined in the Lost Child Protocols

Assists in promoting the sale of memberships and processes the paperwork

Associates with guests to share information, identify their needs, and make their experience a more personal one

Implements procedures to optimize parking capacity

Offers additional services such as escorting guests to their destination of inquiry

Thanks the guests for their visit and continued support of the Zoo

Other Event & Guest Services duties as assigned by management

POSITION CRITERIA:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education & Experience:

Bachelor's degree in event management, hospitality, guest services, marketing, or a related field (or equivalent experience) preferred

Minimum five years of paid experience in events and guest services including a minimum of four years in managing and leading teams

Proven experience in event planning and execution and guest services management, preferably in a zoo, entertainment, or hospitality industry Strong organizational and project management skills, with the ability to handle multiple tasks simultaneously and successfully Budgeting and financial management experience. Experience negotiating contracts, invoices, and managing budgets successfully Proficient in use of MS Office applications (Word, Excel, Outlook, etc.) and use of various electronic platforms Business Administration Experience a plus

License, Certification, or Preferred Qualifications:

Reliable transportation to and from work

Successful completion of a Department of Justice LiveScan background check

First Aid/CPR certified pre-trained or onsite training

Time Commitment:

Position will require onsite, weekends, as well as some evenings and holidays

Schedule flexibility required based on business/seasonal needs

Knowledge, Skills, & Abilities: Excellent oral and written communication and interpersonal skills to work effectively with diverse stakeholders prior, during, and after events and guest experiences Ability to ascertain staff training needs and provide access to applicable trainings Ability to manage own time and the time of others in an efficient and effective manner Ability to develop and maintain professional, productive, and respectful relationships with colleagues, vendors, volunteers, and other stakeholders Ability to successfully manage and lead a team in the context of Events and Guest Services, delegating to a team properly and making sure everyone has what they need to perform their job successfully Must have a degree of skill in logistics and project management, to properly plan the details and anticipate potential problems that may arise Creative mindset with the ability to develop engaging event concepts and experiences Ability to accurately plan and coordinate all operations involved in events successfully Ability to perform several job duties at once and multi-task successfully Excellent organizational and administrative skills Strong business analytics experience Type 65 wpm Ability to follow verbal and written directions Ability to remain professional and level headed in challenging and/or high intensity situations Ability to remain firm and positive when working to de-escalate negative guest or vendor behavior Team oriented and skilled at collaborating. Ability to energize, motivate and support staff with open communication, trust, respect and a collaborative approach at all times Ability to learn and adapt quickly in a constantly changing environment Ability to work with strong attention to detail Enjoy working with and serving diverse populations Ability to think quickly, be adaptable and flexible, and apply good judgement and problem resolution under pressure. Ability to make adjustments as needed Outgoing and friendly personality Self-motivated and able to work without direct supervision Strong cash handling skills Available to work weekends, holidays and some evenings Reliable and punctual attendance habits Excellent conflict management and resolution ability Ability to exercise safe work habits

Physical Demands & Work Environment: Requires the ability to access all areas of the facility Must be able to participate in operational practices: includes ability to lift and move 30 lbs., and occasionally lift and/or move up to 50 pounds, climb stairs or ladders, and manipulate basic tools of the job, stand/walk for four continuous hours at a time and throughout shift during events Involves walking out-of-doors in all weather conditions Ability to exert a negligible amount of force frequently or constantly push, pull or otherwise move Ability to bend, squat, lift, push/pull up to 40 pounds without assistance Will have to stoop, kneel, crouch or crawl occasionally Will regularly be required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear Ability set up tables, chairs, boxes of supplies, and other necessary equipment Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. Close vision is required to check identifications, membership cards, etc. and computer and