Guest Service Manager
The Dakota Zoo:
The Dakota Zoo is an AZA and ZAA accredited facility located in Bismarck, North Dakota. This 90-acre facility houses around 500 mammals, birds, reptiles, and fish representing 125 species. The Dakota Zoo participates in over 16 Species Survival Plan programs for endangered or threatened species and has served as a rehabilitation facility for injured and orphaned raptors for over 50 years. The Dakota Zoo is proud to be involved with numerous conservation initiatives both locally and globally.
Nature of Work
This person is supervised by the Assistant Zoo Director and the Zoo Director. This person routinely supervises seasonal guest service staff and related volunteers in the performance of work as it pertains to the daily function of the zoo.
Job Responsibilities
- Oversee, implement, and develop the zoo’s membership program and all aspects of zoo admission. Assist with reservations, events, general mail, phone calls, mailers, and other basic business organization. Assist with marketing and publications as needed.
- Directly supervise and train all staff and volunteers working in guest service areas.
- Hire seasonal guest service staff alongside the Zoo Director or Assistant Director. Schedule staff, approve and oversee time off requests, and ensure appropriate coverage year-round as needed.
- Responsible for ordering and stocking gift shop, concessions stand, and zoo wide paper and cleaning products. Work appropriately within the zoos budget and maintain clear communication of purchases with the Zoo Director or Assistant Zoo Director. Attend promo shows as needed and maintain good relationships with suppliers. Includes conservation, sustainability, and fair-trade themes in displays and items sold as often as possible.
- Help instill an attitude of good customer service, attention to detail, attention to security and generally help to build well-rounded and efficient workers.
- Ensure protocols are being implemented correctly and adhered to consistently, helps develop protocols as needed as it pertains to guest services.
- Understand the process and importance of running safety drills for our seasonal staff and runs drills independently and collaboratively with all management staff.
- Proactive in helping to check on visitors during times of inclement weather, large crowd events, and other times when the safety of zoo visitors may be more at risk.
- Communicate effectively with the Director and Assistant Director and take initiative when it comes to skills training, problem solving, and recognizing priority tasks.
- Trained to Emergency Medical Responder (EMR) level and holds a place on Dakota Zoo’s EMR team. Maintains CPR/AED/First Aid certification, and constantly provides an example of safety and security for all staff and volunteers.
- Other duties as assigned.
Desirable Education, Experience and Qualifications
- Degree in business, marketing, or similar field preferred but not required.
- 3+ years of experience training and/or supervising others highly preferred.
- Strong communication skills and ability to work independently and on a team.
- Experience with and knowledge of gift shop, concessions, and/or office management practices.
- Knowledge of leading, supervising and motivating personnel in a positive, supportive, and productive manner.
- Possession of a valid North Dakota driver’s license.
- Willing to obtain and maintain credentials of an Emergency Medical Responder (EMR), licensed by ND EMS.
Please send a Cover Letter, Resume, Dakota Zoo Application (found on website), and Three References to Allison Malkowski, Assistant Director at [email protected]
