Operations/Guest Services Supervisor
The Houston Zoo - Houston, TX

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Organization: The Houston Zoo (AZA Member)
Location: Houston, Texas, United States
Job or Internship: Job
The Houston Zoo is now accepting applications for:

Operations/Guest Services Supervisor

TO APPLY - Please visit our website at www.houstonzoo.org/careers to complete the online application process. Please attach a resume to your online application.

The Operations Supervisors team oversees guest services for Zoo grounds and ensures a safe and enjoyable environment for our visitors and staff. “

The Houston Zoo Rangers provide memorable experiences to all Guests and Zoo Staff by promoting Education, Awareness, and Safety throughout the Houston Zoo”.

RESPONSIBILITIES:

*Supervises the day to day operations of the Ranger team including (but not limited to) shift scheduling, interviewing and selecting new hires, evaluating performance and providing corrective counseling.

*Provides high quality guest support that enhances the experience of the visitors through positive interaction with Rangers and others that supports the Zoo’s mission of education, fun and recreation.

*Supervises the first aid program of the Zoo ensuring that Rangers are properly trained in first aid procedures including CPR/AED.

*Ensures proper procedures are followed to provide appropriate care as needed, including transfer to emergency care facilities off grounds.

*Oversees the training of Rangers and develops training opportunities that enhance staff’s ability to provide high quality guest service.

*Establishes standard operating procedures for Ranger operations subject to supervisory review and trains Rangers in procedures.

*Evaluates guest service needs of institution and recommends polices and procedures to meet those needs.

*Responds to and resolves guest complaints.

*Supports all types of tours by providing a driver and/or interpreter to enhance the experience.

*Supports Special Events by scheduling staff to ensure guest safety, interpretive information during the event.

*Provides crowd control on busy days during escorts, VIP tours, Code Blues, etc.

*Acts as initial point of contact for all Zoo employees during emergency situations.

*Must have a thorough understanding of the Zoo’s crisis management plan.

*Acts as the point of contact for the Zoo’s security officers. Requires good communication and partnering skills.

*Other duties as assigned.

This position requires working weekends, holidays, evenings, rotating schedules and beyond scheduled work hours. Staff may also provide crowd control if necessary during peak times.

SUPERVISION:

Operations Supervisors oversee the Ranger team and report directly to the Operations and Guest Services Manager.

JOB REQUIREMENTS/SKILLS:

*Two years guest relations experience and supervisory experience in a guest service field is required.

*CPR/AED/First Aid certification preferred

*Backgrounds in restaurant, hospitality, education or safety are highly desired.

*Bachelor’s degree in a related field preferred, High School diploma or GED required

*Excellent written and verbal skills

*Able to calmly and authoritatively deal with the public under pressure

*Proficient with computers and Microsoft Office programs

Operations Supervisors are required to complete a comprehensive training program and meet high standards of knowledge and guest relations before achieving this designation. In addition, Zoo Rangers are required to complete an on-going program of continuing education in order to maintain the designation.

PHYSICAL EFFORT:

Operations Supervisors require excellent hand/eye co-ordination, the ability to work outdoors for long periods of time and clear speech, with good audio skills. The position involves standing for long periods of time. It may also involve considerable physical exertion, such as extensive walking, bending, stooping and regular lifting of heavy objects (up to 80 pounds) on a highly frequent basis and/or assuming awkward positions for long periods of time.

WORK ENVIRONMENT:

The Houston Zoo is located on a 55 acre campus and is open 365 days a year. This position requires employees to work outdoors 80% of the day. Outdoor work environments are exposed to moderate heat, cold, moisture/wetness and unpredictable weather conditions. The position may involve periodic exposure to chemical substances and physical trauma of a minor nature such as cuts, bruises and minor burns.

PUBLIC CONTACT:

Heavy public contact is required, involving considerable interpersonal skill, extensive interaction with guests, members, donors and the media. A high degree of appreciation for guest services is necessary.

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