Guest Services Manager

Position Summary

Hello, we're Metro! Metro is dedicated to shaping a better future for the greater Portland region. The work the people of Metro do every day benefits the lives of the people who live here, today, and tomorrow.

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

This role will play a pivotal role on the Business Operations leadership team by delivering top-notch guest experiences and display exceptional leadership qualities in managing teams at the zoo entrance, around the zoo and at attractions, ensuring a smooth and enjoyable visit for the over 1.3 million annual guests. This role demands an experienced guest focused supervisor that knows how to lead in a fast-paced environment, showcasing an ability to handle multiple projects and staff with finesse. Join our team and be a key player in creating positive and lasting memories for zoo guests.

As the Guest Services Manager you will:

• Oversee the daily operations of the admissions team which requires evaluating staffing needs, staff oversight, management of ticketing site and guest communications channels, and handling the daily flow in zoo operations.

• Provide leadership for a team comprising eight regular benefited staff and forty variable hour staff, that are dedicated to consistently delivering an exceptional guest experience.

• Hire, train, and onboard enthusiastic staff to deliver the highest possible guest service standards.

• Oversee the zoo's customer service software to ensure timely and accurate responses to inquiries.

• Provide supervisory functions, encompassing workload coordination, schedule oversight, personnel coaching, and performance management within a union environment.

• Ensure operational efficiency across areas including admission operations, field trips, special event ticketing, entry, attractions, on-demand customer service communications, guest inquiries and feedback and any area that may interact with guest experience.

• Conduct research and gather data to implement industry best practices.

• Administer ticketing implementation and point-of-sale system which includes e-commerce, onsite POS, kiosks, scanners, etc. for all zoo ticketing needs.

• Collaborate across all zoo departments to align guest services with other departments goals.

• Work closely with the Membership team in implementing membership program.

• Participate in the planning and production of activities such as summer events, ZooLights, Howloween and other revenue generating opportunities.

• Provide support to other Business Operations units as an interim manager when necessary.

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.

• Champion of customer service procedures and principles, able to interpret and anticipate guest needs and solve issues in a professional demeanor.

• Adept in communication skills, both verbally and written, with internal and external stakeholders and skilled at forging effective relationships with key people and groups within the organization.

• Exhibits proficiency in utilizing technology to facilitate transparent communication with stakeholders and staff.

• Exhibits proficiency in collecting and analyzing data to inform decision-making processes.

• Possess a professional and positive attitude under stress, and act resourcefully.

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

• Strong knowledge and confidence in organizational skills, including setting work priorities, scheduling, motivating team, and evaluations.

• Maintain a calm demeanor in emergency situations, gather information and respond appropriately.

• Exhibits a capacity for rapid learning and adaptation within a dynamic and evolving work environment.

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.

Learn more about Metro's Diversity Action Plan

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 by clear and specific in your application materials on how your background is relevant.

Minimum qualifications:

• Some specialized training and knowledge beyond the high school level in the function or responsibility that is to be supervised and

• Three years of directly related experience and

• Two years of supervisory experience or

• Any combination of experience and education that provides the applicant with the desired skills, knowledge and ability 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. Typical schedule will include one weekend day per week (i.e. Tuesday

• Saturday or Sunday

• Thursday.)

If this statement is true for you, then you may be ineligible to apply:

If I was terminated for cause during any of my employment with Metro, or resigned in lieu of termination, I understand I may be ineligible for rehire for a minimum of 3 years.

Like to have qualifications:

You do not need to have the following preferred qualifications/transferable skills to qualify. However, keep in mind we may consider some or all of the following when identifying the most qualified candidates. Your transferable skills are any skills you have gained through education, work experience, including the military, or life experience that are relevant for this position.

• Experience supervising or leading in a union environment

• Experience supervising large teams of people from diverse backgrounds

• Experience working in a zoo or large venue

• Experience in using and managing state-of-the-art ticketing systems, Point of Sales (POS) or related information systems

SCREENING AND EVALUATION

The application packet: The application packet consists of the following documents. Please ensure that you upload these documents in your online application. Make sure your application is complete, missing any part of these items could result in an incomplete application and will not be moved forward in the recruitment.

• Attachment of a resume covering relevant experience and education. Please be sure your resume includes the following for each position:

• Name of employer

• Location

• Dates of employment

• Your title

• Summary of your responsibilities

• The number of employees under your supervision

• Attachment of a cover letter that describes your experience that best relates to this role, why you are interested in coming to the zoo.

The selection process: We expect to evaluate candidates for this recruitment as follows. The selection process is subject to change.

• Initial review of minimum qualifications

• In-depth evaluation of application materials to identify the most qualified candidates.

• Consideration of top candidates/interviews

• Testing/assessments (if applicable)

• Reference check

COMPENSATION AND REPRESENTATION

The full-salary range for this position is step 1: $82,020.00 annually to step 7: $109,914.00 annually. However, unless a candidate's qualifications justify, based on the Oregon Pay Equity Act requirements and Metro's internal equity review process, the appointment will likely be made between step 1: $82,020.00 annually to the equity range step 3: $90,427.00 annually.

This position is or is not eligible for overtime and is not represented by a union name. It is classified as a Service Supervisor III.

Classification descriptions are typically written broadly and do not include the specific duties and responsibilities of the positions. View the classification description.

Questions?

Recruiter: Megan Warneke

Email: megan.warneke@oregonmetro.gov

Additional Information

Equal employment opportunity

All qualified persons will be considered for employment without regard to race, color, religion, sex, national origin, age, marital status, familial status, gender identity and expression, sexual orientation, disability for which a reasonable accommodation can be made, or any other status protected by law.

Accommodation

Metro will gladly provide a reasonable accommodation to anyone whose specific disability prevents them from completing this application or participating in this recruitment process. Please contact the recruiter outlined in the job announcement in advance to request assistance.

Veterans' preference

Under Oregon Law, qualified veterans may be eligible for veterans' preference when applying for Metro positions. If you are a veteran and would like to be considered for a veterans' preference for this job, please provide qualifying documents as instructed during the application process.

Pay equity at Metro

No matter who you are or where you work at Metro, you deserve to be paid fairly for the work you do. Every worker must get equal pay for equal work regardless of your gender, race, age, or other protected characteristics. Metro has established processes and conducts routine pay equity reviews as part of the hiring process to ensure compliance with the 2017 Oregon Pay Equity Act.

Online applications

Metro accepts job applications online. If you need assistance or accommodation with your application, or access to a computer, please contact the recruiter outlined in the job announcement in advance to request assistance.

How to Apply

For tips on how to apply and more information on what the application process looks like, visit Metro's "How to apply" page.

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Metro

Led by an elected council, this unique government gives all residents of greater Portland a voice in shaping the future and provides parks, venues, services, and tools at a regional scale. We find solutions for our area's garbage and recycling that protect clean air and water; help plan land use and development to provide jobs and safe transportation; manage local venues that provide a connection to arts and culture and help keep the economy growing; protect 17,000 acres of parks and natural areas, and run the Oregon Zoo, to keep nature close to home.

As part of the Metro family, Oregon Zoo helps make greater Portland a great place to call home. Metro brings people together to shape the future of our area and provides parks, venues, services, and tools at a regional scale.

The Oregon Zoo and Metro

The Oregon Zoo inspires visitors to learn about protecting endangered species and restoring native habitats and is the state's most popular paid attraction. The zoo's roughly 320 employees welcome more than 1.5 million visitors each year.