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Zoo Guest Services Supervisor

4 months ago

Carpentersville, United States Dundee Township Parks District Full time

**Department: Park Services
- Zoo Full-time Hourly/ Non-exempt**

**_ Position Description_**

Under the direction of the Zoo Manager, performs skilled tasks related to Zoo daily operations. Effectively leads crews up to 25 staff, volunteers and interns. Focused on leading customer service programs within the Zoo and Park community.

**_Essential Responsibilities_**
- Responsible for the overall guest experience throughout the Zoo and Park including guest services, custodial, safety and maintenance.
- Leads and instructs part-time staff and volunteers to achieve maximum productivity.
- Handles cash, credit and other financial transactions.
- Keeps accurate and appropriate inventory of concession and gift shop items.
- Computer knowledge including Microsoft Suite, Google Workspace, Animal Care Software, RecTrac and additional programs as needed.
- Plans, evaluates, prioritizes, directs, supervises and organizes multiple tasks simultaneously. Judiciously allocates staff, materials, tools and equipment.
- Completes inspections, reports, and records that are accurate and timely.
- Supports and works to achieve the Mission Statement, Goals and Objectives of the Dundee Township Park District and the Randall Oaks Zoo & Park.
- Ensures that projects are completed in an effective, efficient manner while maintaining high quality of performance.
- Recruits, trains and schedules both animal care volunteers and docent volunteers.
- Coordinates all Park Rentals and Hayrides with the appropriate departments.
- Cooperatively and positively collaborates with staff and patrons. Cognizant and compliant with customer service standards, policies and procedures. Proactively and efficiently addresses customer service issues.
- Safely inspects and operates vehicles, tools and equipment to perform tasks.
- Ensures that exhibit, public and work areas are attractive, clean, organized, and well maintained.
- Supports and works toward the Mission Statement and Goals and Objectives of the Dundee Township Park District.
- Effectively plans, directs and organizes the staff, methods, materials, tools and equipment used in the maintenance of Randall Oaks Zoo and Park.
- Organizes, plans, and leads special events.
- Complies with all safety and loss prevention policies. Must always utilize required Personal Protective Equipment. Informs supervisor of any unsafe conditions or hazardous work procedures. Corrects any unsafe conditions, if possible, and instructs co-workers on safety procedures.

**_M_**_arginal Functions_**

Performs inspection and maintenance on:

- trucks, tractors, a variety of small engine powered equipment
- signs
- flowerbeds, trees, shrubs, turf
- walks and parking lots including snow removal and traffic control
- miscellaneous park amenities such as benches and fencing

**_ Administration/Budget_**
- Ensures compliance with budgetary limits.
- On an ongoing basis, recommend cost saving procedures and continually monitor operations for needed planned budget expenditures to maintain a high quality of service level.

**_ Supervisory Responsibilities_**
- Manages staff in relation to Zoo & Park’s guest service, park ranger, custodial and maintenance roles.

**_ Communication & Customer Service_**
- Communicates and demonstrates DTPD’s Mission to staff ensuring understanding.
- Develops and maintains positive and effective working relationship with coworkers and to promote and maintain high morale and enthusiasm.
- Demonstrates commitment to organizational team values. Accountability, Communication, Connected to Community, Integrity, Team Oriented
- Ensures that matters of importance are shared to staff in a timely manner.
- Solicits feedback and actively listens to subordinates, peers and patrons.
- Makes recommendations for improvements and efficiencies and implements appropriate changes.
- Attends meetings and participates on teams or committees as required.
- Employee represents the Dundee Township Park District in a professional manner.

**_ Safety & Risk Management_**
- Maintains a working knowledge of all general and departmental-specific safety rules.
- Immediately reports all accidents and unsafe conditions to the supervisor.
- Cooperates and assists in the investigation of accidents.
- Attends all required safety program and in-service education meetings.
- Treats public complaints and concerns with the utmost attention. Is courteous in all cases.
- Pays strict attention to housekeeping of work area(s) and general facility.
- Hold a current first aid/CPR certificate and keep staff current also.

**_ Qualifications_**

Educations:

- Bachelor’s degree in related field (Business, Hospitability, or Education) is desired.

**Experience**:

- Five years of increasingly supervisory experience in hospitality or guest relation roles is desired, Zoo experience is preferred.
- Strong leadership and organizational skills are required.
- Knowledge of principles and practices of education and/or guest services.
- Knowledg