Detroit Zoological Society
  • Guest Relations/Rides and Attractions
  • Royal Oak, MI, USA
  • Hourly
  • Seasonal - Full Time

The Guest Relations Supervisor is in charge of and works with a small group, or assists in supervising a large group of subordinates providing customer service assistance, collecting revenue, and offering information and direction.

Principal Duties and Responsibilities

Guest Relations:

  • Carries out assignments with the goals of providing visitors an engaging, meaningful, and memorable experience
  • Responsible for achieving high customer satisfaction scores, revenue generation and sustaining long term sales goals outlined by the organization
  • Responds to visitor's inquiries
  • Provides resolution to visitor complaints/concerns and escalates service recovery as necessary to the Guest Relations management
  • Oversees the operation of customer care, including advanced ticketing and group pre-payment, and troubleshooting online ticket issues
  • Maintains crowd control at front entrance and other areas within the Zoo
  • Coordinates the needs of private parties, event rentals, and special events

Operations:

  • Oversees the operation of the Tauber Family Railroad and directs employees engaged in accurately collecting revenue (and loading and unloading passengers and personal accessories)
  • Oversees the operation of the Wildlife Interpretive Gallery, parking areas, rental areas, and Giraffe Encounter
  • Oversees the operation of the Wild Adventure 3-D/4-D Theater, and directs employees engaged in accurately collecting revenue, ticket control and light clean-up
  • Oversees the operation of the Wild Adventure Ride and directs employees engaged in accurately collecting revenue (and loading and unloading passengers and personal accessories)
  • Ensures that the cleanliness of the Tauber Family Railroad, rental operations, Ford Education Center Attractions, and other entrance areas are maintained
  • Maintains the inventory and facilitates the repairs of the entire rentals fleet
  • Oversees convenience rental operations and directs employees engaged in issuing and receiving rental units
  • Assists in the set-up and operation of computer and audio-visual equipment
  • Maintains cash control procedures and follow-up on any cash discrepancies
  • Verifies and authorizes refunds and adjustments
  • Performs morning cash distribution and afternoon closeout of cash registers and activities associated with all operations at the end of the day
  • Performs sundry clerical duties, including Zoo More reporting
  • Ensures all safety requirements are enforced, and assists guests with any emergencies

Staff Supervision:

  • Supervises and trains a staff of full-time, part-time, seasonal staff, and volunteers
  • Trains all Guest Relations staff on all aspects of the department
  • Prepares and adjusts work schedules for all staff and supervise staff on a daily basis
  • Uses independent judgment to direct and evaluate the actions of subordinates, including creating schedules, making work assignments, issuing discipline when needed, recommending hiring, firing, transfer, etc.
  • Recommends and participates in coaching and discipline
  • Accurately completes all employee time records and submits as required by payroll and as directed by Guest Relations Manager
  • Authorizes time off for staff members
  • Monitors volunteer schedules to ensure adequate staffing
  • Actively trains and coaches staff in selling the Zoo More package
  • Supervises a group of cashiers engaged in collecting rides, attractions, parking and admission fees and provides change when needed

General:

  • Ensures adherence to all federal, state, local, and organizational policies/procedures
  • Operates a personal computer to perform typing and data entry
  • Other tasks as assigned by the Guest Relations Manager

Working Conditions: Work locations are determined by season, event, and volume of visitors. Work is largely performed outdoors with exposure to all seasonal weather conditions and elements and on occasion, indoors in an office environment with some exposure to computer monitors.

Physical Requirements: Able to perform the essential functions of various duties; walking and standing for long periods of time; stooping; kneeling; and bending; lifting up to 25 pounds. Work is light to medium.

Knowledge, Skills, and Abilities

Minimum

  • One year of education in a university of recognized standing
  • Two years of recent customer service experience, business sales, or other related areas involving positive contacts with the public
      o Including one year of previous supervisory experience
  • Knowledge of standard business principles and practices and proper phone etiquette
  • Ability to perform arithmetic calculations with speed and accuracy
  • Ability to perform cash handling transactions
  • Ability to operate a personal computer and other standard office equipment
  • Ability to communicate effectively with employees and guests, both orally and in writing.
  • Valid State of Michigan Driver's License is required.

Preferred

  • Two years of education in a university of recognized standing
Detroit Zoological Society
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