Job Title/Classification: Visitor Experience Coordinator - Talent Acquisition
Department:
Department of Marketing & Visitor Experience
Reports to: Senior Manager of Visitor Experience
Direct Reports: Part-Time Hiring & Scheduling Team
Position Summary: A successful candidate will possess the desire to create the best team and visitor experience of any zoo in the nation. This position develops and implements strategies that improve the holistic experience for our Visitor Experience team (including Visitor Experience Ambassadors, Park Services, and Kanga Klimb), from recruiting, hiring, onboarding, training, retention, recognition, performance management, offboarding, and becoming an alumni team member. This candidate supports daily zoo operations as a part of our Visitor Experience team, while being 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." Responsibilities/duties include, but are not limited to:
- Ensures team members understand our INSPIRED visitor experience philosophy and standards of excellence and are motivated to deliver on our promise.
- 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. Looks for opportunities to enhance the team member experience.
- Performs HR people-support functions for Visitor Experience for the entire management life-cycle from attraction to resignation/termination. This includes, but is not limited to: recruiting, hiring, onboarding, ongoing training, retention strategies (such as incentives/rewards and employee engagement), coaching and performance reviews, merit increases, professional growth and goal-setting, promotions, employee surveying and results, weekly meetings and communication.
- Write and execute recruitment plan to bring a high-level of part-time talent who's motivated by the zoo's vision, including but not limited to, attending/hosting job fairs, networking, marketing, tracking trends affecting the PT labor force. Works to ensure the rest of the zoo is consistent in PT people practices.
- Work closely with our HR team to efficiently manage the application and hiring process, including scheduling interviews, tracking progress through milestones leading up to candidates' first day, and any employee work accommodations.
- Manage the payroll functions of the team, including meticulous oversight of timecard approval and monitoring for errors to ensure accurate and timely compensation for our part-time team. Tracking annual hours to ensure part-time compliance.
- Develop strategies to dynamically schedule all locations to ensure efficient operation and a positive visitor experience while limiting costs. Forecast hiring needs, based on schedule needs.
- Oversee the department's volunteers, working closely with Volunteer Coordinator to ensure a seamless experience.
- Responsible for comprehensive tracking of the team's performance progress (including daily attendance/call-offs, attendance points, cash handling violations, and other corrective actions), evaluation timelines, merit increases, possible promotion opportunities, and general development needs. Provides coaching and motivation and addresses any issues.
- Provides leadership for the part-time supervisor support team to set and ensure all people metrics are met. Delivers coaching moments and celebrates successes.
- In rotation with manager team to perform operational oversight in the park as the "manager on-duty" - 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, Kanga Klimb aerial course, Visitor Communication Specialists, and Park Services). Required to work one weekend day per week and some evenings to support park operations (on average 2 nights a week from October-January).
Desired Qualifications:
- A Bachelor's degree in business, marketing, communications, or a related field preferred
- A minimum of three years successful experience in the attraction, leisure or hospitality industry
- Previous experience with team-building, and people/project management is highly desired
- HR functional experience preferred, in areas such as recruiting, hiring, training, etc.
- Working knowledge of ticketing systems preferred; Command of Windows-based 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.
- Demonstrated the ability to lead courageous coaching conversations with team members to reach mutually beneficial outcomes.
- 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 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 25 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 includes evenings, weekends and holidays.
Consistently working one weekend day per week is required.
To Apply:
Please attached a cover letter and resume to your online application.
We strive to be an organization that is diverse and reflects the fullness of society. With a strongly held value for an organizational culture characterized by inclusion and belonging, we are committed to equity in all we do. We are especially interested in candidates who can contribute to our organization's diversity and who want to walk alongside us in our commitment to inclusion and equity. We are a Ellequate Certified Leader in Workplace Equity. Non-traditional candidates of diverse backgrounds are not only welcomed, but highly encouraged to apply.
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Cincinnati Zoo
May 09, 2024