Assistant Manager, Guest Services - Attractions & Parking

Pay Range: To maintain internal equity, we have identified the starting range for this position at the Oakland Zoo as $29 - $30 per hour. An offer within this range will be determined by the experience and qualifications of a candidate and will be our best and final compensation offer.

Applications accepted until April 18, 2025.

Position Summary  

The Assistant Manager, Guest Services-Attractions & Parking plays a vital role in creating a welcoming and supportive environment for everyone who visits the zoo. They oversee the daily operations of the Oakland Zoo Rides Area, the personnel associated with Gondola Transport to the California Trail, guest parking support, and additional Guest Service touch points throughout the zoo. The Assistant Manager, Guest Services-Attractions & Parking has extensive knowledge of the operation of all amusement rides and works closely with maintenance in support of gondola transport operations. This position supports the Manager in supervising frontline staff, ensuring exceptional guest experiences, maintaining safety and compliance standards, and fostering a positive and efficient work environment.  

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.

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Amusement Rides & Gondola Operations  

• Ensure appropriate staff coverage of rides area and gondola transport during all operating hours.
• Monitor ride performance and address any operational issues in coordination with maintenance teams.
• Ensure training documentation is kept up to date, tracking certifications, refreshers, and required compliance training. Ensure adherence to all local, state, and federal regulations regarding ride safety.
• Maintain accurate logs for ride operations and compliance documentation.
• Assist in managing ride queues and guest flow to optimize
• Operate rides and closely observe riders to ensure safe operation.
• Manages team members in guest service locations throughout the zoo and engages guests in need of assistance.
• Perform other related duties as required and assigned

Parking Coordination  

• Direct and oversee parking staff to ensure efficient vehicle movement, minimizing congestion and maximizing available space.
• Implement and enforce traffic flow strategies, including signage placement, staff positioning, and communication protocols to enhance guest and staff experience and safety.
• Work closely with Admissions and Public Safety teams to streamline entry, reducing wait times and enhancing the overall guest experience.
• In partnership with other departments, adjust parking and entry procedures during peak visitation days, holidays, and special events to accommodate higher guest volumes.
• Develop and implement contingency plans for parking overflow, inclement weather, and other unexpected scenarios affecting guest entry.

Supervisory Responsibility  

• Partner with the Manager, Guest Services-Attractions & Parking 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
• Direct and coordinate the activities of team members, including timely observation of rest breaks and meal periods.
• Monitor performance of team members and advise Manager, Guest Services–Attractions & Parking of employee success, concerns or conflicts.
• Supervise, develop, train, and motivate assigned team members; maintain and enforce high standards of guest experience, health, and safety.  
• Support Manager, Attractions & Parking 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 ride and parking operations.
• Monitor customer service/customer relations. Address, respond to and resolve customer needs, questions, and complaints.

Who You Are:

• At least 2 years of related experience
• Experience coordinating staff or volunteers.
• Demonstrated ability to navigate challenging customer service situations
• Able to read, write and count accurately
• Possess basic math and computer skills
• Ability to work a flexible schedule based on the needs of the business, including weekends, holidays, evening hours and peak attendance periods.  This position requires a schedule of five consecutive days with a preference to those who are able to work Saturday, Sunday, and Monday.
• Able to work in varying weather, including heat, cold, rain and wind
• Valid Driver’s License required for train operation

Bonus if you have:  

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

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

• Collaboration – builds trusting relationships with both internal and external stakeholders across our organization and community-wide and approaches differences of opinion with curiosity and humility.
• Communication – communicates respectfully and effectively with stakeholders across identities, both verbally and in writing
• Flexibility – nimbly adapts to evolving priorities and urgent needs; handles intervals of high pressure while maintaining perspective and humor  
• Inclusive Culture - fosters a culture of mutual respect, transparency, collaboration and belonging which allows all employees to feel appreciated, included, and valued.  
• 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.
• Organization – strong attention to details and able to build and/or maintain efficient systems  
• Passion – wholeheartedly believes in, represents, and models Oakland Zoo’s mission and PRIDE values at all times
• Project management – effectively prioritizes commitments, driving forward multiple high-profile and complex projects simultaneously with flexibility, resourcefulness, and agility to adapt to shifting organizational needs
• Relationship-Building: able to build and maintain trusting relationships and mutually beneficial partnerships with internal and external stakeholders
• Self-motivated– effectively navigates multiple, simultaneous tasks with excellent attention to detail and deadlines. Enthusiastically identifies and approaches opportunities without regular supervision
• Solution-oriented – utilizes an open-minded and strengths-based approach to finding solutions for complex challenges.
• Sustainability – oriented toward the mission and values of Oakland Zoo and able to put those into practice by finding creative and resourceful ways to develop sustainable practices within your role and department  
• 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