General Summary: The manager of Guest Services is responsible
for managing the guest services department. The manager is
responsible for the day to day operation of the department, as it
relates to coaching and managing all the Guest Services staff and
supervisors. The manger is responsible for assuring that all staff
are giving outstanding customer Service to all our Guests.
To deliver on the Audubon mission, the Guest Services Manager
Provide a guest experience of outstanding quality
* Evaluate guest services employees, including supervisors. *
Interview and select qualified staff who are dedicated to providing
excellent customer service. * Maintain department employee files. *
Offer recognition to staff; coach and counsel whenever appropriate.
* Assume duties of supervisors and line staff when necessary. *
Assist director in achieving strategic planning goals. * Keep
Director informed of any issues that hinder or affect the staff and
department's operation and stability.
Weave quality entertainment through the guest experience
* Prepare monthly managers schedule and assist supervisors with
staff schedule. * Oversee training and assist in training when
necessary. * Assist in maintenance of all equipment. * Maintain
data records for equipment including carousel, train, cool zoo and
dinos. * Report end of weekend numbers.
Operate a financially self-sufficient collection of museums and
* Maintain payroll for department. * Monitor staff and
management for meeting combo percentage goals. * Monitor staff
overages/shortages and ticket system problems. * Provide monthly
reports on ticket system problems to director. * Be responsible for
Audubon purchase card purchases and statement reconciliation. *
Approve minor purchase orders and check requisitions; order
supplies as needed.
The above listed duties are general statements of required major
duties and responsibilities performed on a regular and continuous
basis. They do not exclude other duties as assigned.
To deliver on the Audubon service promise, the Guest Services
* Make eye contact with every customer encounter, smile at every
person, offer friendly phrases and greetings. * Wear identification
badge. * Walk individual to destination instead of pointing; offer
assistance to people who look confused. * Assume ownership of
potential safety hazards (wipe-up spill, pick up trash). Always
have the camera-ready look.
* Maintain positive attitude, pleasant tone of voice (remember
it is not what you say, but how you say it). * Coach co-workers on
service expectations. * Utilize the power of teamwork to give
excellent service. * Know when to involve upper management
* Know the answers to questions or seek out the answers. *
Utilize proper phone etiquette (answer phone within three rings,
smile before answering call, ask for permission and wait for
response before placing caller on hold). * Ensure work area is free
of food, drink, socialization, and personal business. * Follow
Dress Code Policy on clothing and grooming. * Keep unpleasant
concerns behind closed doors (vent backstage).
Supervision: manages the Guest Services department
Experience: minimum of 3 year experience in management
* High school diploma required * Bachelors preferred or required
in Business or finance
Licensure/Certification: Driver's license required
Software Requirements: Working knowledge of Computer Systems and
proficiency in software applications- MS Word, Excel, MS Outlook,
Machinery/Tools/Equipment Requirements: Must have the ability to
use mobile devices, computer, fax, scanner, and phone and copy
* Heavy Work: exerting up to 50 pounds of force occasionally, or
a negligible amount of force frequently to lift, carry, push, pull,
or otherwise move objects. May involve sitting most of the time,
but may involve walking or standing for brief periods of time. *
Sitting or standing, bending, stooping, and the ability to carry
items weighing up to 50 pounds. * Constant adequate range of motion
and mobility required. * Regular near acuity with clarity of vision
at 20 inches or less required. * Typical ability to collect and
analyze numerical and written data and verbal information to reach
logical conclusions and ability to determine the time, place and
sequence of operations or actions required. * Regular talking and
the ability to express and exchange ideas by means of language
expected. * Regular hearing and the ability to perceive the nature
of sounds. * Constant ability to read, record, or type data quickly
and accurately required.
* Working long hours between breaks or meals required. * Ability
to work under and handle stress in an appropriate manner required.
* May be exposed to high, medium, or low noise intensity. *
Constant contact with co-workers required. * Affinity for animals
preferred. * Exposure to fluctuations in temperatures may be
required. * Exposure to outdoor conditions may be required.