Job Details

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 register buttons and screens. Distance vision is necessary for adequate crowd control
• Reflects a supportive and open employment culture
• Requires flexible schedule, including most weekends and some holidays and evenings
• Requires the ability to work effectively in a shared open-office environment with frequent interruptions
• Involves working indoors and outdoors in all weather conditions
• May occasionally be exposed to aggressive/angry people
• Must enjoy working in a fast-paced work environment

Tools Used:

• Personal computer and software (Microsoft Word, Access, Outlook, Excel, TimeForce, Paylocity, etc.)
• Standard office equipment; telephone, copier, printer, facsimile machine, calculator
• Cash and register POS system
• Clipboards, pens, and pencils
• Two-way radio
• Telephone system
• Proficient with Microsoft Office
• Electric Cart
• Tables, Chairs, AV equipment
• Hand tools
• Electric cart
• Events related tools and items
• Zoo vehicles
• Audio and visual equipment
• Various event equipment
• Table, chairs

BENEFITS & PERKS:

• Great team, beautiful grounds, amazing animal collection, sunshine & ocean view almost year-round!
• Free parking, free guest passes, unlimited free tea/coffee every morning, 20% discounts on food services and retail purchases
• Access to the Collabornation platform, professional development events, and lunch & learn opportunities
• Comprehensive benefits package for FTR staff, voluntary supplemental insurances, zoo membership, 13 paid holidays, paid sick leave, paid vacation time, 403(b) and SEP retirement plans, a paid conservation day, a paid Zoo Day to visit another AZA-accredited institution, paid time off to take your pet to the vet, and much more...

*You must also complete the Zoo's Official Employment Application on the next page in order to be considered for the position*Please make sure to check your spam folder if you do not see an email response from the Zoo.

This job description is representative of the expectations of the position described. Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer or authorized representative. No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.

The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.

At this time, the Zoo does not sponsor employment or internship visas.

Compensation: $34.30 - $37.50 per hour

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Do you love animals and working with people? Join the fun, caring, friendly, and energetic team at the Santa Barbara Zoo in our mission of preservation, conservation, and enhancement of the natural world and its living treasures through education, research, and recreation.

Once you apply, please make sure to check your spam folder if you do not see an email response from the Zoo.

The Santa Barbara Zoo is a private 501(c)(3) nonprofit corporation and is a fully accredited member of the Association of Zoos and Aquariums. Known as one of the world's most beautiful zoos, it is located on 30 acres of lush botanic gardens overlooking the Pacific Ocean. It is home to more than 146 animal species living in open, naturalistic habitats. Our wonderful collaborative team includes up to 220 employees and 50 volunteers.