Position Summary: They are the champion for our sizable part-time team of front-line guest service members as they grow and deliver on the zoo's mission of "inspiring every visitor with wildlife every day."
A successful candidate will possess the desire to help create the best visitor experience of any zoo in the nation AND the best people experience for our front-line team members. This role is focused on supporting daily zoo operations as a part of our Visitor Experience team, including direct oversight of our Arrival Operations (Call Center, Parking Lots, Ticketing & Membership, Turnstiles and Lost & Found). This position develops strategies that improve visitor service across the Zoo operation and successfully implements those strategies, while supporting the daily operations and the team.
Responsibilities/duties include, but are not limited to:
- Leads the Arrival team in daily operations. Performs daily loop of locations to check in on team, provide coaching and motivation and address any issues.
- Day-to-day operational oversight of Arrival locations including Visitor Experience Communication Specialist (Call Center), Parking Lots, Ticketing & Membership, Turnstiles, and Lost & Found. Includes leading strategy for locations and looking for operational refinements to increase efficiencies, implementing guest and staff policies, creating SOPs & training materials.
- Assist with preparing and managing budget for Admissions (Ticket and membership pricing, attendance), including P&L and labor tracking.
- Thinks strategically to make recommendations for future INSPIRED visitor experience ideas, especially at Visitor Experience Arrival locations.
- Ensures full zoo and team members understand our INSPIRED visitor experience philosophy and standards of excellence and are motivated to deliver on our promise. Leading Zoo-wide training opportunities to engage staff and drive next level visitor experience opportunities throughout the Zoo.
- Assist in monitoring cash control procedures to ensure compliance across all areas: proactively work with management team in collaboration with Cash Control team to review issues and update procedure as necessary
- Lead arrival operations for School Group season including bus parking and school group check in: proactively work with management team in collaboration with Education team to review issues and update procedure as necessary.
- Lead strategy for Round Up for Wildlife program to incentivize and increase at window collection of donations to support and work collaboratively with the Conservation Impact team to fulfill the Zoo's mission.
- Lead strategy and implementation for continued culture progression to ensure a safe, positive, team-oriented, and growth-focused work environment where people are well cared for with the zoo's values in mind.
- In rotation with the management team to perform operational oversight in the park as the "on-duty leader" - solving daily occurrences with visitors and staff. Leads full-time and part-time staff in day-to-day operations of all Visitor Experience locations (including parking, ticketing, membership, turnstiles, rentals, rides, face paint and photography).
- Coaching, goal setting, weekly meetings, mentorship and performance reviews with team members
- Other duties, as assigned by manager.
QUALIFICATIONS
- A Bachelor's degree in marketing, communications, business or a related field preferred
- A minimum of three years successful experience in the attraction, leisure or hospitality industry
- Previous experience leading a team is required.
- Project management experience helpful
- Hands-on experience operating attractions is highly desired
- Cash handling experience and budget control is a plus
- Working knowledge of ticketing systems preferred; and Windows-based software and applications required
- Demonstrated experience in building collaboration among cross-departmental teams
- Equivalent combinations of education and experience sufficient to successfully perform the essential duties of the job will be considered
KNOWLEDGE, SKILLS, AND ABILITIES
- Demonstrated understanding and acceptance of the Core Values and Behaviors of the Cincinnati Zoo & Botanical Garden. Lives these on a day-to-day basis, "Modeling the Way" for others. Have a demonstrated affinity for the Mission of the Cincinnati Zoo & Botanical Garden.
- Excellent attention to detail, project management and interpersonal and organizational skills and the ability to meet deadlines and shift priorities in a rapidly changing environment.
- Requires an individual who is highly professional, motivated, proactive, and helpful, who is able to gain cooperation through expertise, credibility, and building positive working relationships.
- Appropriate professional appearance, attitude, and personality to work effectively with Zoo staff members, guests and the community. Be timely and reliable in attendance and performance.
- Possess excellent ability to develop and sustain effective working relationships within an organization; superior interpersonal skills; ability to work with diverse personalities; tactful; mature; flexible.
WORKING CONDITIONS
Employment is contingent upon passing a drug & nicotine screen and background investigation. While performing the duties of the job, the incumbent is regularly required to stand and/or walk for significant amounts of time and distance during the workday and have the manual dexterity to use computer mouse and keyboard. The incumbent will be exposed to outside weather conditions and must be able to lift/move/carry up to 40+ pounds without assistance, must possess a valid driver's license and be insurable to drive a Zoo vehicle, must have reliable transportation, must be able to work a schedule that may include evenings, weekends and holidays, depending upon the season.
Key Position Details and Zoo Benefits:
- Regular schedule is a 40-hour work week and will include working a weekend day (Ex: Sun - Thurs, or Tues - Sat), falling between the hours of 8am - 6pm, depending upon Zoo events, which may run later into the evening.
- During Festival of Lights event (mid Nov - early Jan), regular scheduled hours may be shifted to fall between the hours of 8am - 10pm. Plenty of advanced notice is provided!
- Intentional professional development opportunities
- We offer a highly competitive benefits package supporting our employees' Total Well-Being, including comprehensive & affordable medical, dental & vision coverage (starting the first day of the month following date of hire); Employee Assistance Programs, 401(k) plan with company match; flexible spending accounts; generous paid time off (240 PTO hours accrued throughout the first year of service, 80 of which is loaded into the PTO bank upon hire); company-paid disability & life insurance; park discounts and free passes.
To apply: Cover letter and resume should be attached to your online application. |
Cincinnati Zoo
life insurance, paid time off, 401(k)
Apr 04, 2025