Guest Services Manager

Denver Zoo is a leader in animal care, wildlife conservation, and education. We are passionate about our commitment to excellence in support of our mission of Inspiring Communities to Save Wildlife for Future Generations. Denver Zoo honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect and by embracing our Core Values of: Welcoming, United, Curious, Courageous and Transformative in all that we do. The

Guest Services Manager - Sales

will lead the Guest Care Center and Concierge sales team, driving the team to achieve their goals while delivering exceptional support to Denver Zoo guests, members, and staff across multiple communication channels. They will ensure that the team operates efficiently and effectively, maintaining high standards of service and satisfaction. Our staff is a dedicated and diverse group of individuals committed to providing quality care to our animals while creating moments of awe for guests. If you are a like-minded individual and thrive in a dynamic, fast paced and innovative culture, Denver Zoo is the place for you Essential Duties and Responsibilities Priority 1 - Leadership Manage Concierge-Guest Experience team members, including hiring, onboarding, ongoing training, scheduling, and daily support, ensuring:

Staff members provide exceptional hospitality and quality service to zoo guests in a way that aligns with the standards set by our team. Cash handling policies and procedures are followed. Funds from the sales of park admissions, membership products, attractions and other offerings are accurately accounted for. Sales goals are communicated to and attained by staff. Staff present an exceptionally high level of service and appearance. Provide regular support by training in all relevant positions, including phones, emails, chats, Concierge-related tasks, and Boettcher Welcome Center responsibilities.

Priority 2 – System Maintenance Maintain Denver Zoo's phone system and collaborate with city employees for consistent updates. Priority 3 – Training and Development Support ongoing training for team members, set sales goals, teach techniques to maximize revenue, and improve resources for guests, members, and donors. Priority 3 - Communication & Collaboration – Collaborate with the Database Systems Manager, Coordinator, and Earned Revenue and Strategy Manager to optimize CRM functionality for the Concierge-Guest Experience sales team. Provide support and cross-training with the Guest Service Manager – Operations to maintain exceptional communication and promote a culture of cooperation and outstanding guest service. Work proactively to problem solve with supervisors, staff, and guests through in person, email and phone conversations and meetings. Maintains open communication with appropriate staff in various departments for hand off information regarding programs, events, and projects. Serve on committees and projects as requested. Reporting – Provide concise and timely monthly reports to the Director of Earned Revenue and Guest Service. Other Duties/Responsibilities Maintain awareness of trends in guest services, admission sales, point of sale processes and procedures. Other assistance, as designated by the Director of Earned Revenue and Guest Services, to support the overall goals of the department and organization. Denver Zoo retains the right to add or change duties and/or responsibilities at any time. Lead the Concierge-Guest Experience sales team, comprising full-time and part-time staff members. Establish clear performance expectations, conduct regular performance evaluations, and provide constructive feedback to enhance team productivity and morale. Develop and implement strategies for team growth and professional development, fostering a supportive and dynamic work environment. Coordinate team activities, ensuring alignment with organizational goals and maintaining high standards of guest service. Guarantee precise accounting and effective management of all guest revenue funds .

Acts as a good steward of Denver Zoo’s resources. The nature of this position requires safeguarding against the release of confidential and proprietary information of Denver Zoo. This position will interact with managers at all levels and staff members across the organization, in addition to members of external organizations and the public. Technical / Professional Requirements & Qualifications Completion or in pursuit of 2-year degree in Communication, Management, or Business or in a related field, or any equivalent combination of education and/or experience. Requires minimum of 5 years’ guest service experience in a high-volume, customer-focused environment; experience in sales and/or communications call center; high-level of supervisory experience; experience with CRM systems and optimizing their functionality for sales and guest services or any equivalent combination of experience, lived experience, and/or special skills. Ability to lead, mentor, and manage a diverse team, ensuring high performance and morale. Skills in hiring, onboarding, and training new team members. Competence in developing training programs and setting performance goals. Strong problem-solving skills to address guest concerns and operational challenges effectively. Capability to communicate and achieve sales goals and coach staff in sales techniques. Proven computer skills including Microsoft Office Suite, familiarity with managing phone systems and collaborating with technical staff for updates. Requires excellent organizational skills, written and oral communication skills, attention to detail, and ability to prioritize work and tasks. Requires adaptability to produce and meet deadlines in a fast-paced, multi-task and changing environment, and the ability to work independently and as part of a team. Good negotiation skills and the ability to handle sensitive information with diplomacy are preferred. Must be an outstanding communicator and considered to be a developer of people who is comfortable motivating, collaborating, and working with a broad cross section of people in direct and matrixed relationships. Experience applying an equitable analysis to all duties to achieve organizational goals and demonstrate the Denver Zoo’s commitment to diversity, inclusion, equity, and anti-racism preferred. Position Conditions Ability to pass a background check and pre-employment drug and alcohol screen. Schedule Availability:

Must be available to work days, some nights and weekends as needed. Compensation Range for this position is $5,332 - $6,690 (monthly). This is a full-time position with excellent benefits including medical, dental and vision benefits; life insurance; short term and long-term disability; 403(b) retirement plan; and vacation and sick leave. Application Process and Timelines Application Deadline: June 5th, 2024. Review of applications will begin immediately. Denver Zoo reserves the right to close the position prior to this date. Black, Indigenous, and People of Color (BIPOC) and others who identify as nonwhite, people with disabilities, members of the LGBTQIA+ community, and those with lived experience with racism and/or misogynoir are encouraged to apply for this role. Denver Zoo is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected status or any other characteristic protected by law.

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