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Chief Operations Officer for Zoo Management

2 months ago

San Antonio, Texas, United States San Antonio ZOO Full time
Qualifications
  • Bachelor's degree in hospitality or a related discipline
  • Seven (7) years of professional guest service experience in a large attraction
  • Five (5) years of supervisory experience in a similar environment
  • Exceptional problem-solving abilities with a focus on issue identification and resolution
  • Outstanding guest service skills, with the capability to train your team to deliver exceptional experiences
  • Proficient in identifying improvement opportunities for team performance
  • Skilled in training, motivating, and encouraging team members
  • Excellent communication skills, both written and verbal
  • Adept at scheduling and planning work duties to optimize personnel, materials, and equipment
  • Demonstrated effective leadership capabilities
  • Successful candidates must complete a pre-employment National Sex Offender Search, Criminal Background Check, and Drug Screen

Responsibilities
As the Chief Operations Officer, your responsibilities encompass providing strategic direction and managing all facets of front gate operations, membership services, Kiddie Park, zoo rides, and overall zoo quality. You will oversee the IT and Security/EMT teams, as well as Events & Entertainment and Education.

Effective communication with subordinates, peers, contractors, clients, patrons, volunteers, and the public is essential. You will share the responsibility of ensuring that the entire zoo maintains a high-quality, safe, and suitable environment for both the public and zoo team members. Events and educational programming must align with the zoo's mission, adhere to safety and environmental standards, and achieve financial and guest satisfaction goals.

Your role includes assisting in addressing guest complaints and overseeing the operations of various attractions, including the zoo's train ride, carousel, and other rides. You will manage all staff functions related to ticket and membership sales to ensure a pleasant experience for all zoo visitors.

Additionally, you will be responsible for the cleanliness and safety of all public areas within the zoo, manage the Park Security/EMT Department and IT Department, and oversee the development and execution of the entertainment program. This includes coordinating consumer, private, and philanthropic events, as well as developing signature zoo entertainment initiatives.

Leading the Edutainment team is crucial, which includes actors, educators, interpreters, character performers, and unique event performers. You will also oversee the Education Department, ensuring all programming, the Animal Ambassador Team, and educational initiatives are effectively managed.

Setting goals and objectives for your team is vital to ensure that targets are met or exceeded. You will assist in creating training manuals and materials to support team members in their roles, ensuring adequate staffing during peak times and managing line schedules.

Being an advocate for guest experience and safety is essential. You will motivate your team to perform at their best and utilize problem-solving skills to address guest complaints and resolve issues affecting the guest experience.

Creating and maintaining the annual budget for each department while ensuring compliance with budgetary controls is a key responsibility. You will develop and implement policies and procedures to enhance overall departmental efficiency and safety.

Through collaboration with other department leaders, you will ensure a positive guest experience from start to finish and devise strategies to overcome challenges. Consistently exhibiting an attitude of service and hospitality is expected, as is a commitment to the mission of the San Antonio Zoo to inspire action for wildlife conservation and the protection of animals.

Other work-related duties may be assigned as required.