Guest Services Operations Lead

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The Guest Operations Lead provides quality leadership, supervision, support, and direction to staff as well as provides a positive and professional guest experience to zoo visitors. The Guest Operations Lead assists in the daily operation of the zoo, including parking, pedestrian flow, lost and found, first aid, resolving guest issues and assisting guests.

Essential Functions:

• Regular and predictable attendance is expected and required. All Cleveland Metroparks employees must be prepared to work flexible schedules, including evenings, weekends, and/or holidays as required.

• Supervises Guest Service associates and transportation staff, prepares opening of zoo, and secures buildings and facilities at closing: Supervises staff throughout the day and ensures employees are prepared for assigned duties; performs necessary opening procedures to ensure the proper operation of the zoo; secures necessary facilities and buildings at closing and ensures all guests have safely exited the zoo.

• Receives and provides resolutions for guest complaints: Receives and resolves guest grievances and/or involves the appropriate zoo staff to resolve; receives guest compliments and involves appropriate zoo staff.

• Schedules staffing coverage: Prepares schedules and daily work assignments for staff; maintains the proper staffing levels in all necessary areas of the zoo.

• Oversees First Aid and responds to guest injuries: Conducts First Aid inventory checks; ensures immediate availability of emergency phones and AEDs; assists with lost and found items and responding to guests needs.

• Maintains routine maintenance and training records: Collects and maintains all maintenance check records for trams and rides; collects and maintains training records for staff and guest interactive maintenance checks.

• Provides additional staff coverage: Provides coverage of operational functions, when needed, including driving the Zoo Trams and operating rides and attractions.

• Assists with hiring staff: Assists in screening potential employees to determine who should be contacted for an interview; assists with the interview process to determine who should receive an offer for a guest services position; assists with selecting individuals for guest services positions.

• Transports Guests, Staff and Equipment throughout the Zoo. Operates buses duringwinter months to transport guests.

• Keeps direct supervisor promptly informed of key/significant issues or concerns.

• Carries out duties and responsibilities in a safe and efficient manner to maintain a safe work environment and surrounding area for oneself, co-workers and public. Responds to hazardous situations and/or potentially unsafe conditions by taking corrective action as capable and promptly notifying supervisory personnel.

• Updates and enhances own knowledge by involvement in continuing education for professional growth (i.e., attends relevant conferences, seminars, in-service trainings, and certification programs)

• Performs related duties as assigned or apparent.

Requirements:

• High School Diploma or GED required. Two years of experience in both customer service and a supervisory role; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
• Must possess and maintain a valid driver's license under the laws of the State of Ohio. Must possess or obtain CPR/First Aid Certification.
• Ability to develop and maintain effective working relationships with stakeholders, including employees and the general public.
• Ability to speak and write clearly, concisely and persuasively using correct grammar, spelling and punctuation with ability to communicate one-on-one or in group settings.
• Ability to perform work with a high degree of accuracy and organization.
• Management skills and strong business acumen, including problem solving, vision, ability to manage multiple programs and meet deadlines, collaboration, leadership, decision making and ability to analyze diverse facts and develop clear and concise reports and recommendations.
• Ability to work cooperatively with others.
• Proficiency in software programs including all Microsoft Office programs.
• Mature professional attitude and considerable discretion, including ability to manage confidential information.
• Ability to perform with considerable independence and initiative.

Work Schedule: Must be available to work a flexible work schedule, to include days, evenings, weekends and holidays

Filing Deadline: 02/22/2024