Assistant Manager, Attractions - Brookfield, United States - Chicago Zoological Society

Description

29-Mar-2024

Assistant Manager, Attractions

2658BR

Regular Full Time

Job Function and Responsibilities

An exciting new chapter at Brookfield Zoo Chicago has begun with the creation of a new Guest Experience and Operations (GXO) division: a strategic initiative aimed at optimizing attendance and revenue growth, enhancing our brand and reputation, and delivering a world-class experience. As part of this transformative change, we are expanding our team across various departments, including Marketing, Communications, and Guest and Membership Services as an investment in delivering our mission in more ways to more people. This unified approach brings together diverse expertise under one cohesive framework, ensuring that every aspect of our experience is elevated to the highest standards. Join us in shaping the future of one of the nation's premier zoological institutions

The Assistant Manager, Attractions contributes to the success of Brookfield Zoo Chicago ("BZC") through direction of day-to-day operation of Motor Safari, Carousel, Ferris Wheel or other Amusement Park Rides, Virtual Reality, and other attractions to contribute to BZC's goals of providing an extraordinary guest experience and financial sustainability. Assists in the management of programs for vending, concessions, Mold-A-Rama and Uniform Room. Provides additional support for other Guest Services functions as required. Provides additional support for other Guest Services functions as required.

PRIMARY JOB DUTIES AND RESPONSIBILITIES:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions of the position.

*Under the direction the Manager, Guest Services Attractions and Support ("Manager"), assists in the day-to-day management and supervision of Motor Safari, Carousel, and other attraction operations to provide exceptional guest service. Coordinates with other BZC departments such as Marketing & Communications, Development, and SSA Events to support non-revenue programs and off-hours events. Ensures trams, buses, Carousel, Ferris Wheel or other Amusement Park Rides and other equipment are maintained and accessible. Ensures all equipment is being regularly cleaned, as needed, and communicates equipment issues to the appropriate department. Establishes routes for safe Motor Safari operation based on accessibility of roads and exhibits to achieve the best possible experience for zoo and event guests.

*Assists in the development and implementation of department training programs to reinforce established service and safety standards and procedures. Includes detailed safety checklists and adequate training for the Carousel, monitoring of staff driving skills and adherence to driving and safety rules, and monitoring and coaching staff narrations. Directs the training and supervision of staff members, including observation, evaluation, recognition, corrective action, and performance appraisals, as appropriate. Assures compliance with BCZ policies and procedures, department protocols, government job safety regulations, and employment laws. Evaluates current protocols and recommends new procedures and modifications as necessary.

*Assists in monitoring financial performance of operations and implements corrective action in controllable areas, such as labor, to maintain budgeted expenses. Tracks labor use by business unit and submits recommended expenses for annual budget.

*Assists in gathering and making appropriate information available to update scripts and works with seasonal staff to develop unique, accurate, and informative narrations. Seeks assistance from Animal Care & Programs, Development, Education, & Community Engagement, SSA Group and other BZC departments as needed.

*Assists in developing annual staffing plan that supports budgetary goals and ensures adequate coverage of all areas of the operation. In coordination with Manager and Human Resources, identifies staffing needs, interviews and selects appropriate candidates. Maintains documentation of required training. Provides coaching and direct supervision to up to 45 seasonal staff members. Assists Manager in conducting accurate and timely performance appraisals.

*Partners with the Admissions Department to perform access control functions. Processes ticket sales during the off season or in times when Admissions is short-staffed. Includes training staff on access control procedures and established cash handling and point-of-sale procedures. Performs front-line functions as needed.

*Supports Mold-A-Rama program by ensuring machines are filled on a regular basis, reporting any equipment issues to vendor and maintaining a good working relationship with vendor. Works with other third-party vendors as needed, such as Kaman's Art, photo booths and penny presses.

*Assists in managing Employee and Volunteer Uniform Room. Monitors inventory and works with Purchasing to ensure adequate stock.

Other related duties as assigned.

* Denotes Essential Job Function(s)

Position Requirements and Specifications

POSITION REQUIREMENTS:

High School diploma or GED equivalent required.

One-year experience in a supervisory capacity.

Three years' experience in a customer service position required.

Must be at least 18 years of age.

English fluency at a professional working proficiency.

Proficiency in Microsoft Word, Excel and Outlook, or equivalent.

Strong leadership, communications, and interpersonal skills.

Excellent organizational, decision-making, and problem-solving skills.

Ability to handle multiple tasks required.

Must be flexible, able to work effectively under pressure and meet critical deadlines.

Cultural competency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.

A valid driver's license required at time of hire. Illinois residents must possess a valid Illinois driver's license or obtain one within 90 days of hire. Valid out-of-state driver's license is required for out-of-state residents.

DESIRABLE/PREFERRED QUALIFICATIONS:

Associate's Degree in Business Management, Liberal Arts, or other relevant field or four years' equivalent combination of relevant experience.

Multilingual ability, Spanish fluency a plus.

Experience in a nonprofit or similar environment a plus.

Experience training staff a plus.

Experience driving and transporting people preferred.

Experience developing and giving tours preferred.

ADDITIONAL INFORMATION: This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform. This position requires a high level of customer service. Must be flexible and able to work in a fast-paced work environment. Requires a responsible and tactful individual who is able to interact effectively with diverse audiences at all levels. Incumbent must have the ability to learn and adhere to Society policies and departmental procedures and standards. Must be able to work effectively under pressure, meet critical deadlines, and adhere to BZC's high standards. Must represent BZC in a professional manner at all times. The ability to work non-standard hours including evenings, holidays, and weekends is required.