Job Details

Events & Guest Services Manager

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

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 dcor 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