Assistant Manager, Guest Services - Admissions

The Assistant Manager, Guest Services-Admissions, develops and supervises Guest Services-Admissions staff to ensure Oakland Zoo guests receive outstanding service at onsite admissions, parking, and rides area points of sale, and in virtual guest communications. This is achieved by having a complete understanding of current Zoo policies, the Galaxy POS/ticketing system, and credit card systems to support cashiers and guest services staff at every level.   The Assistant Manager, Guest Services-Admissions supports the Manager, Guest Services-Admissions and Director, Guest Operations in building and maintaining constructive interdepartmental relationships to facilitate Zoo-wide decision making. In all things, the Assistant Manager, Guest Services-Admissions upholds the mission and values established by the Conservation Society of California (the Oakland Zoo) and adheres to policies and procedures as set forth by the Zoo.

Benefits  

Oakland Zoo offers a comprehensive benefits package, including Health insurance, Dental insurance, Vision insurance, Flexible spending account, Retirement plan, Paid time off, Employee Assistance Program, and A Family Zoo Membership.

• Ensure that Guest Services-Admissions staff provide excellent customer service at all times
• Manages team members in guest service locations throughout the zoo and engages guests in need of assistance
• Schedule staff and ensure coverage in the event of employee absences
• Process and manage payroll for the Admissions team, ensuring accurate and timely compensation in compliance with company policies and regulations
• Maintain Excel and Word documents for regular accounting reports and attendance tracking
• Support Guest Services-Admissions Manager in reporting to – and answering inquiries from – Accounting department regarding Operations revenue and cash control
• Assist guests with special services like large group reservations and purchase orders
• Reconcile all cash drawers and safe counts; prepare bank deposits
• Monitor and engage with staff, including onboarding, training, daily break management, regular check-ins, ongoing development, etc.
• Participate in admissions planning and guest/parking flow management to foster a positive guest experience
• Maintain a comprehensive understanding of all cashier positions within the Admissions team, including responsibilities, procedures, and operational protocols
• Follow all guidelines and procedures outlined in department training manuals.
• Perform other related duties as required and assigned

Supervisory Responsibilities

• Partner with the Manager, Guest Services-Admissions to cultivate a culture that prioritizes exceptional guest experiences and safety
• Serve as the Manager on Duty (MOD) in the absence of the Guest Services Manager, resolving higher-level guest concerns and making critical decisions when needed
• Monitor performance of team members and advise Manager, Guest Services–Admissions of employee success, concerns or conflict
• Supervise, develop, train, and motivate assigned team members; maintain and enforce high standards of guest experience, health, and safety
• Support Manager, Guest Services-Admissions in hiring and onboarding new team members
• Support the implementation and enforcement of operational policies and procedures
• Assist with inventory tracking and ordering supplies for Admissions operations
• Monitor customer service/customer relations; address, respond to and resolve customer needs, questions, and complaints  

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• At least 2 years of related experience
• Experience coordinating staff or volunteers
• Demonstrated ability to navigate challenging customer service situations
• Mathematical skills, including accuracy with numbers and money
• Supervisory experience
• Customer service expertise
• Ability to bend, twist, lift, sit, kneel, walk, stoop, and stand regularly for long periods of time
• Ability to work a flexible schedule based on the needs of the business, including weekends, holidays, evening hours and peak attendance periods; schedule requires at least one weekend day, with a preferred Tuesday–Saturday shift

Bonus if you have...

• Leadership experience, including staff supervision, coaching, and performance management.

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Work Environment– Environmental or atmospheric conditions commonly associated with the performance of the functions of this job

• Varying inclement outdoor weather conditions such as heat, cold, rain and wind
• Moderate noise level

Physical Abilities – The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Ability to travel the Zoo grounds (including hills)
• Ability to work outside in all weather conditions
• Ability to bend and lift 25 pounds

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Knowledge/Skills/Qualities - May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.

• Leadership: mentors, advises, and develops people across identities with consideration for cultural relevance and responsiveness, self-awareness around implicit bias and understanding of the power dynamics that exist in organizations.

• Enjoyment – finds joy in one’s work, approaches tasks with thoughtfulness & intentionality, and fosters collective well-being by embracing the unique skills and qualities of colleagues.

• Dependability – demonstrates trustworthiness and reliability, including while working with little or no direct supervision  

• Flexibility – nimbly adapts to evolving priorities and urgent needs; handles intervals of high pressure while maintaining perspective and humor

• Organization – strong attention to details and able to build and/or maintain efficient systems

• Communication – communicates respectfully and effectively with stakeholders across identities, both verbally and in writing

• Growth-Oriented - Inspired to perform well by the chance to take on more responsibility

• Solution-oriented – utilizes an open-minded and strengths-based approach to finding solutions for complex challenges.

• Inclusive Culture - fosters a culture of mutual respect, transparency, collaboration and belonging which allows all employees to feel appreciated, included, and valued.

• Passion – wholeheartedly believes in, represents, and models Oakland Zoo’s mission and PRIDE values at all times

• Wildlife Aware - understands mission to support the conservation and welfare of animals at The Zoo, locally and globally. This is demonstrated by a willingness/passion to reflect this mission in all actions and to continue to learn how to take action for wildlife

• Sustainability – oriented toward the mission and values of the Oakland Zoo and able to put those into practice by finding creative and resourceful ways to develop sustainable practices within your role and department

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