Guest Services Director - Oregon Zoo

Oregon Zoo / Metro

Guest Services Director - Oregon Zoo

Join us at the Oregon Zoo as we seek a dynamic and strategic leader to serve as our Guest Services Director. At the heart of science, conservation, education, and animal well-being, the Oregon Zoo has been a community-supported institution since 1888. As the Guest Services Director, you will play a pivotal role in shaping and enhancing the overall guest experience, overseeing a dedicated team responsible for admissions, customer service and attractions.

In this influential position within the Business Operations department at the Oregon Zoo you will have the opportunity to lead a team of dedicated managers and staff in delivering the highest quality guest experience to over 1.3 million visitors. The Guest Services Director will drive guest service standards, revenue goals, oversee a large operating budget and participate in high-level planning for zoo wide events and programs. We are looking for a collaborative leader and a motivated developer of people with a proven track record in managing large teams, developing customer service standards, overseeing large and complex budgets and is adept at fostering inclusivity and equity. If you are ready to be a part of a vibrant community of wildlife enthusiasts, join us on this exciting journey at the intersection of conservation and guest services. Your leadership will not only impact the success of our zoo but also contribute to the broader mission of animal conservation and education. Lead a team of two managers, five leads, three full time staff, and up to 45 seasonal team members with care and inclusivity.

As the Guest Services Director you will:

• Oversees the guest experience by planning, directing, managing, and overseeing the activities and operations of the Guest Services team, ensuring racial equity, diversity, inclusion, and cultural awareness are integrated into all aspects of service delivery.

• Leads strategic, executive-level planning for admission operations within the department, develops department budgets, and implements guest-centric practices to ensure high-quality standards and inclusive experiences for all visitors.

• Cultivates and develops relationships across all departments to ensure that the team supports the larger mission and vision by creating an outstanding guest experience that embraces racial equity, diversity, inclusion, and cultural awareness.

• Develops and implements revenue goals for admissions and attractions, oversees the point-of-sale system, collaborates with marketing for onsite signage, website information, and program promotions, and contributes to strategic revenue-generating event planning.

• Oversees employee hiring, orientation, training, development, and performance management, utilizing equitable hiring practices to promote a diverse and inclusive workforce.

• Sets and monitors guest service goals and provides metrics that track progress toward goals, including overseeing the survey program and customer relationship software for zoo operations.

• Collaborates with the Oregon Zoo Foundation on executing the membership program and related services.

• Partners with local partner organizations (Portland Parks and Explore Washington Park) to deliver efficient transportation and parking for zoo guests.

• Partners with other zoo division leaders to ensure that guest services goals complement animal conservation and interpretation missions.

• Develops, directs, and maintains programs that attract diverse groups by utilizing principles of racial equity, diversity, inclusion, and cultural awareness when providing equitable access to zoo resources and experiences.

• Promotes and integrates diversity, equity, and inclusion throughout all interactions and uses a racial equity lens to develop and implement new initiatives.

Attributes for Success:

• Proven leadership in building and maintaining an inclusive workplace where staff of all backgrounds can come to work and thrive in a safe and welcoming workplace.

• Strong track record in implementing guest-centric systems and procedures for excellent customer service.

• Skilled in problem-solving and making sound decisions in fast-paced environments.

• Proficiency in state-of-the-art ticketing systems, Point of Sales (POS) and related information systems.

• Effective communicator with both internal and external stakeholders, with a knack for cultivating strong relationships among key individuals and groups across all organizational levels, including employees, managers, union leaders, and volunteer coordinators.

• Experienced in executive-level planning, leadership, and goal setting.

• Expertise in fiscal management including reporting, budget preparation, and expenditure control.

• Demonstrated ability to establish and attain goals in both revenue generation and guest service excellence.

• Demonstrated ability to plan, organize and oversee assigned work programs, monitor work schedules and evaluate the work of others.

Diversity and Inclusion

At Metro, we strive to cultivate diversity, advance equity, and practice inclusion in all of its work. This means attracting and empowering a workforce that is inclusive of a broad range of human qualities. Workplace diversity is both a moral imperative and a business strength, essential to providing quality support and services to our region. Metro's goal is to hire, develop and retain highly skilled and talented individuals across all departments and programs who best reflect the diversity of our community.

Experience Required

TO QUALIFY We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific in your application materials on how your background is relevant. Minimum qualifications: 3 years leading or supervising or manager and staff oversight experience and. Bachelor's degree in the assigned program areas or related field and; Two years of project management experience in area of responsibilities or; Any combination of education and experience that provides the applicant with the knowledge, skills and abilities required to perform the job Work environment and schedule: Given the role's onsite leadership responsibilities, the ideal candidate should be adaptable to a flexible schedule, encompassing weekends, holidays, and occasional early mornings or evenings, as dictated by business operations. Extended hours and workweeks exceeding 40 hours may be necessary due to operational needs.

Salary

$112,000.00 - $142,944.00 Annually

How to Apply

If interested in this opportunity and would like to read more or to apply, visit us as www.oregonmetro.gov/jobs by April 25 at 5pm PST.

Here is a direct link to the posting: https://www.governmentjobs.com/careers/oregonmetro/jobs/4455605/guest-services-director?pagetype=jobOpportunitiesJobs

Oregon Zoo / Metro

Portland, OR