Visitor SERVICES MANAGER

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Questions?
Contact our HR Department at hr@pittsburghzoo.org

 

Position Title: Visitor Services Manager

Department: Visitor Services/Administration

Position Status: Salaried, Full Time

Purpose:

This position is responsible for managing the Visitor Services team at the Pittsburgh Zoo and PPG Aquarium. This position manages all aspects of the visitor experience which includes but is not limited to admission plaza and functions, added-value attractions, parking, safety, and base/reception.

essential job functions:

  • This position, and the teams managed, interact daily with Zoo visitors, providing information and answering questions while serving as an initial contact to resolve complaints;
  • Manages admission plaza team that welcomes guests during general operational hours and private and evening events, and all added value attractions (eg. carousel, tram ride, VR theater, etc.) with support from the Admissions Supervisor;
  • Manages base/reception operations with support from full- and part-time receptionists;
  • Manages Visitor Services teams that provide exceptional experiences for our guests during their visit, including general daytime and evening operations in the park and parking lot with support from Visitor Services Supervisor(s);
  • Primary liaison between Pittsburgh Zoo insurance provider and injured parties and assist with retrieval of pertinent information and resolution;
  • Gathers and analyzes trend information pertinent to the zoo for consideration of park improvement to improve the visitors’ experience;
  • Encourages and maintains good employee relations throughout the zoo;
  • Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout the Zoo;
  • Selects, hires, trains, and schedules staff with support from reporting supervisors;
  • Resolves conflicts and evaluates staff members for areas of improvement;
  • Entertain, engage and empower staff members to reduce turnover and increase retention;
  • Utilizes each individual’s areas of excellence and expertise to further enhance the level of the team’s capabilities;
  • Works with the H.R. department to increase every employee’s knowledge, understanding and accountability for the visitor experience;
  • Inspects the Zoo grounds to ensure the facility is clean, safe, and presented to the highest of standards;
  • Assists group sales and special events staff as necessary;
  • Participates in a variety of meetings to maintain a current level of knowledge of daily changes;
  • Conducts department meetings with department staff;
  • Verifies department payroll for accounting;
  • Actively serves on the safety committee;
  • Must become familiar with all equipment used by the department staff including but not limited to the receptionist switchboard, tram/train ride operation, and VR attraction providing the maintenance staff with troubleshooting information when needed;
  • Position will work weekends during peak season (April – October). Schedule may be adjusted during off-peak season;
  • Direct reports include full-time and part-time receptionists, supervisors, and seasonal staff.

 Other Functions:

  • Administers first aid;
  • Manages projects when assigned;
  • Performs other related duties as required.

Performance factors:

  1. Attendance and Dependability: The employee can be depended on to report to work at the scheduled time and is seldom absent from work.  Employee can be depended upon to complete work in a timely, accurate and thorough manner and is conscientious about assignments.
  2. Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the Zoological Society.
  3. Relationships with Others:  The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the Zoological Society.  Exhibits a professional manner in dealing with others, and works to maintain constructive working relationships.
  4. Provides excellent customer service in the areas of guest relations and park beautification:
    • Answers visitor inquiries or finds someone who can;
    • Is knowledgeable of location of exhibits, restrooms, concessions, rentals, etc.
    • Disposes of litter and waste throughout the park and zoo facilities.

Education/Experience/Knowledge/Skills:

Must have a high school diploma or equivalent and a minimum of five years of supervisory experience.  Must be CPR certified and or become certified within the probationary period, have a negative TB test result, maintain a valid PA driver’s license providing proof on an annual basis, possess excellent verbal and written communication skills, the ability to do multiple tasks, work in a fast-paced environment and have the ability to work within a diverse atmosphere while enhancing the employee and guest experiences.

    Physical Requirements:

    1. Manual dexterity to operate office machinery such as personal computer, telephone, facsimile machine, copier, calculator, etc.
    2. Position has both sedentary and active components, working in an office setting, walking the zoo grounds and operating attractions.
    3. Must be able to work evenings, weekends, and holidays.

    Submit resume to:

    Pittsburgh Zoo & PPG Aquarium

    HR@pittsburghzoo.org

    EOE