Director of Guest Services & Business Operations Kansas City Zoo -
Kansas City, MO
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BASIC FUNCTION:
Manages and directs the efficient operation and profitable performance of the revenue-generating business operations and guest services for the Kansas City Zoo (Admissions/Rides, Food & Beverage and Retail) while providing a high standard of customer service and generating revenue to support the Zoo and its mission.
ESSENTIAL DUTIES AND SPECIFIC RESPONSIBILITIES: General:
Responsible for all operations related to guest services.
Analyze, control and monitor/report cost of goods and labor expenses.
Oversee purchasing of merchandise, products and services, and control inventory levels.
Assure compliance with all contracts and agreements.
Create and implement new ideas to stimulate increased revenue for the Zoo.
Develop and maintain effective working relationships with vendors, brokers, etc.
Network with peers in like institutions to improve the Zoo’s business.
Develop policies and procedures as needed to improve each guest services department operations.
Work with management staff to establish department budget and set yearly goals to achieve maximum sales and net revenue streams/levels.
Assist in the planning of all future guest services operations that might be included in new exhibits and/or to meet the anticipated increased attendance growth.
Develop strategies for the efficient use of seasonal staff within and/or between departments.
Ensure that all guest services department managers and their staff provide the best possible customer service to the guests of the Kansas City Zoo.
Handle all guest complaints and route related communications to appropriate staff.
Abide by all FOTZ policies, procedures and operational directives.
Serve as key member of FOTZ Management Team.
Perform other duties as assigned by Assistant Director/COO.
Admissions:
Approve staffing levels.
Approve purchases per institutional procurement policy.
Provide analysis as needed/requested of admissions composition to support Zoo departments for comparison or budgetary purposes.
Develop long-range plans to include pricing strategy, staffing and overall budgeting.
Direct, oversee and assist Food & Beverage Manager in obtaining best possible vendor pricing on products and services to be purchased.
Approve purchases per institutional procurement policy.
Oversee and manage warehouse operations.
Change offering to offerings.
Develop long-range plans to include menu offering, pricing, staffing and overall budgeting.
Ensure safe operations to include proper handling of food & beverages in accordance with health and liquor regulations.
Develop training programs for staff.
Retail:
Approve staffing levels.
Direct, oversee and assist Retail Manager in obtaining best possible vendor pricing on merchandise to be purchased.
Approve purchases per institutional procurement policy.
Monitor Purchasing Plan and Open to Buy procedures to control inventory turn and value.
Develop long-range plans to include merchandise offering, pricing, staffing and overall budgeting.
Ensure safe operations.
Develop training programs for staff.
Rides:
Approve staffing levels.
Approve purchases per institutional procurement policy.
Develop procedures to effectively track ridership at each current and future ride or attractions.
Develop long-range plans to include rides offering, pricing, staffing and overall budgeting.
Ensure safe operations by meeting all federal, state and local safety requirements for existing and future rides operations.
Develop training programs for staff.
KNOWLEDGE, SKILLS & ABILITIES NEEDED:
Knowledge of the principles of effective management and financial administration.
Knowledge of applicable fiscal procedures and business management, including budget development principles and practices.
Knowledge of best practices in purchasing policies.
Demonstrated skill in developing innovative approaches to maximizing an organization’s earned revenue.
Excellent interpersonal and communication skills and ability to establish and maintain effective professional relationships with all types of people, including staff, Friends of the Zoo (FOTZ) Board members, vendors and the public, both in person and through phone, e-mail and written correspondence.
Flexibility and adaptability…must be able to work weekends, holidays and extended/evening hours.
Proven leadership and team building skills.
Knowledge and experience in admissions, food & beverage/catering, retail, rides and catering operations.
Familiarity with point of sale and/or admission systems.
Familiarity with and have basic skills in Word and Excel.
Excellent guest service skills.
Must possess a valid driver’s license.
Must possess or obtain within 90 days from assignment to position, the State of Missouri Food Protection Manager Certification.
Must possess or obtain within 90 days from assignment to position, the City of Kansas City Missouri Liquor License.
EDUCATION AND EXPERIENCE:
Bachelor's degree in Finance, Accounting, Business Administration, or closely related field preferred.
Minimum of five (5) years related management experience in financial and/or business management.
DECISION MAKING:
Considerable decision-making necessary as related to business goals and objectives.
SUPERVISION:
Broad – considerable latitude is given to the position to carry out the work objectives and determine the best method for dealing with situations that arise.
EMOTIONAL:
High. Frequent short deadlines. Hectic work environment with occasional periods of high stress.
PHYSICAL EFFORT:
Active. Must spend considerable time on Zoo grounds during season.
WORKING CONDITIONS:
Varies. Must deal with indoor and outdoor environment.
RELATIONSHIPS: Internal: Daily with employees of all levels.
External: Daily with guests and vendors.
All duties, skills and abilities considered essential unless otherwise noted.
This job description does not imply a contract to work.
