Guest Experiences Assistant Manager - Admissions - Dallas Zoo Management

Guest Experiences is a fast paced, multi-faceted department responsible for a variety of guest experiences, public events, and revenue collections at parking, ticketing/admissions, rides, attractions, and other general operational needs at the Dallas Zoo. This Assistant Manager is responsible for leading, training and managing a team of full and part-time admissions and attractions staff in the timely and accurate sales of tickets, training staff in the use of Tessitura, conducting audits of cashier activities and point of sale equipment, in addition to assisting with the management of shifts daily. 

A wide variety of guest service-related duties are performed including shift supervision and training for Guest Services staff members, opening/closing attractions and events as necessary. This position cultivates a well-trained work force and strives to provide Zoo guests the “Best Day Ever”. They are also called upon as a point of contact in person and via telephone for Zoo visitors, staff and business professionals. This position reports directly to Guest Services Managers and duties are performed both indoors and outdoors.

This list is not intended to include all of the specific tasks which an employee in this position may be expected to perform. 

• Ensure that each guest receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining outstanding standards, solid knowledge and all other aspects of customer service.

• Coordinates daily activities of team members. Mentors staff.

• Conducts training and ensures training requirements are met.

• Assists in the daily management of Guest Services shift activity, setting up breaks for staff, perform rounds in park to coach and mentor staff, make decisions about staffing levels. 

• Performs weekly audits of cashier activity, reporting results to the Management team for follow up. 

• Participate in staff meetings, presenting information to team members in a public setting. 

• Utilize Tessitura’s analytics tool to provide insight about sales, trends, and opportunities for improvement. 

• Ensures cash handling protocols are being followed, provides training and coaching to ensure standards are uniformly met.

• Performs cashier duties; accurately and efficiently conduct sales transactions at the Point of Sale cash registers.

• Process school groups in a timely and efficient manner, assist cashiers with transactions. 

• Maintain an awareness of all promotions and advertisements and current events.

• Provide Zoo and animal information to guests. 

• Cultivate and maintain a courteous and professional relationship with departments throughout the Zoo. 

• Instruct guests with proper feeding techniques for animal encounters.

• Assist with crowd management, allowing for quality experiences for the guests.

• Maintain orderly appearance of work area and keep supplies stocked. 

• Operate two-way radio and communicates with Zoo staff. 

• Assist with training new staff members, updating training materials as needed. 

• Performs end of shift and other audits as required.

• Perform other duties as assigned.

• Able to work calmly under pressure juggle multiple tasks and projects simultaneously and make quick decisions in a fast-paced environment while maintaining a pleasant attitude.

• Ability to effectively respond to and diffuse an upset guest. 

• Must be able to process information/sales through Point of Sale cash register system.

• Must be able to communicate effectively with customers and associates. 

• Must be able to operate all necessary equipment to perform the job.

• Must have excellent customer service, communication and interpersonal skills. 

• Must be flexible, reliable and a self-motivated team player. 

• Must be able to follow oral and written instructions.

• Must be able to communicate effectively both orally and in writing.

• Must be able to walk, stand for extended time, sit, kneel, stoop, crawl, twist, reach above head, pull bend, climb stairs and ladders and carry up to 30lbs. 

• Must be able to work weekends, holidays and evenings.

• Must be able to actively work in inclement weather.

• Must be able to work as part of a team and independently to achieve positive results.

• Ability to demonstrate a welcoming and cooperative demeanor toward guests, staff, and volunteers.

• Must have a valid driver’s license.

• Must have high school diploma or GED. 

• Regularly works irregular hours, including nights, holidays and weekends, as needed. 

• Ability to exert light physical effort in sedentary to light work. This may involve some lifting, carrying, moving, pushing, and/or pulling of objects/materials of medium weight (25-50 pounds). Tasks may also involve significant periods of standing or walking outside during events.  

• Must be able to follow oral and written instructions.