02-Apr-2024

2659BR

Regular Full Time

Job Function and Responsibilities

An exciting new chapter at Brookfield Zoo Chicago has begun with the creation of a new Guest Experience and Operations (GXO) division: a strategic initiative aimed at optimizing attendance and revenue growth, enhancing our brand and reputation, and delivering a world-class experience. As part of this transformative change, we are expanding our team across various departments, including Marketing, Communications, and Guest and Membership Services as an investment in delivering our mission in more ways to more people. This unified approach brings together diverse expertise under one cohesive framework, ensuring that every aspect of our experience is elevated to the highest standards. Join us in shaping the future of one of the nation's premier zoological institutions!

The Assistant Manager, Admissions contributes to the success of Brookfield Zoo Chicago ("BZC") by assisting in the management of day-to-day operation of admission and access control functions to provide an extraordinary guest service for more than 2 million transactions at all admissions sales areas and assigned access control points park-wide. Assists in managing programs for on-site membership sales and mobility rentals. Provides additional support for other Guest Services functions as required.

PRIMARY JOB DUTIES AND RESPONSIBILITIES:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions of the position.

1. *Assist in managing admission sales and access points, parking, onsite membership sales and fulfillment, mobility rentals, and internal attractions to contribute to a quality guest experience. Ensure assigned crew provides exceptional guest service at all assigned locations. Communicate all relevant issues/news to staff timely to ensure they are fully informed and can support institutional direction and provide appropriate information and messages to guests. Perform as Manager on Duty in the absence of the Manager.
2. *Assist in developing annual staffing plan that supports budgetary goals and ensures adequate coverage of all areas of the operation. In coordination with Human Resources, identify staffing needs, interview, select and onboard appropriate candidates. Develop and maintain documentation of required training. Provide coaching and direct supervision to up to 150 seasonal staff members. Conduct accurate and timely performance appraisals and assure required training is completed timely.
3. *Perform daily management functions and staff observations to ensure proper cash handling procedures, cash and attendance accounting, and system auditing in support of programs and procedures established in conjunction with Cash Control, Finance, BZC Police, Marketing & Communications, Membership, School Reservations, Information Technology, and the SSA Group to ensure consistency in the processing of guest admissions and sales.
4. *Assist in the development, implementation, and evaluation of departmental training programs to communicate service standards and procedures to ensure exceptional guest experiences. Direct the training and supervision of seasonal crew members, including observation, evaluation, recognition, corrective action, timely performance appraisals, and crew development. Assure compliance with Society policies and procedures, department protocols, government job safety regulations, and employment laws. Evaluate current protocols and recommend new procedures and modifications as necessary.
5. *Serve as a System Administrator for the Admissions point-of-sale system. Work with vendor support staff and Information Technology staff as needed to ensure software and related hardware are kept up to date and work correctly, update event scheduling, and enter other information as needed. Train supervisors and other departmental users. Ensure appropriate controls over system access and permissions.
6. *Monitor expenses and suggest and implement adjustments as need to achieve budgetary goals. Work to create efficiencies designed to reduce expenses and improve guest services as appropriate.
7. *Ensure locations are stocked with necessary equipment and supplies. Perform inventories of needed ticket stock and supplies to ensure sufficient onsite supply levels are maintained. Submit supply orders to General Manager. Ensure all location signs are correct and properly displayed. Recommend and order appropriate signage as needed.
8. *In the absence of the Manager, Attractions and Support, provide backup support for the Motor Safari department on occasion by operating the Carousel in a safe manner following established procedures, including: performing and maintaining the daily operational checklist, performing safety checks and messages, and providing the access control function; provide on-site supervision of and direction to the Motor Safari staff, and support the Mold-A-Rama program by having Admissions staff fill the machines as needed.
9. Other related duties as assigned.

Position Requirements and Specifications

POSITION REQUIREMENTS:

• High school diploma or GED equivalent required.
• One-year supervisory experience required.
• Three years' experience in a relevant customer service position required.
• Proficiency in Microsoft Outlook, Word and Excel, or equivalent required.
• Strong customer service orientation required.
• Excellent leadership, interpersonal and communication skills, including verbal, written and listening required.
• English fluency at a professional working proficiency.
• Cultural proficiency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.
• A valid driver's license required at time of hire. Illinois residents must possess a valid Illinois driver's license or obtain one within 90 days of hire. Valid out-of-state driver's license is required for out-of-state residents.

• Associate's Degree in Business Management, Liberal Arts, or other relevant field or four years' equivalent combination of relevant experience.
• Two years of POS System experience preferred.
• Experience training employees preferred.
• Experience creating schedules for a large staff preferred.
• Multilingual ability, Spanish fluency a plus.

Additional Information

Brookfield Zoo Chicago is an Equal Opportunity Employer.

Schedule Details

Incumbent must have the ability to work non-standard hours including evenings, holidays, and weekends.

Job Location

Brookfield Zoo Chicago

Zip Code

60513

Department

Admissions

Group

Guest Experience and Operations

Union Status

Non-Union

Work Shift

Weekdays- some evenings/weekends- etc.