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The Assistant Guest Relations Manager works with the Guest Relations Director and staff to provide the highest level of guest relations services to our members and guests. The Assistant Guest Relations Manager is the front line management representative responsible for ensuring that the Society is represented at the highest performance level possible in accordance with Society policies and is responsible for the operation of the “visitor services experience” of the Detroit Zoo.
Requirements:
1. Four year degree in management, marketing, or other business-related study.
2. Considerable experience in park and/or event activities, a reasonable portion of which must have been in a supervisory capacity.
3. Considerable experience in handling, and accounting for, large volumes of cash.
4. Reasonable experience in training and employee development.
5. Ability to manage a large-scale visitor service park activity.
6. Ability to supervise; ability to develop and implement operating plans as required for daily park and special event activities.
7. Tact in dealing with subordinates, society personnel, and visitors.
8. Ability to deal with visitor complaints, accidents, injuries, and other park emergencies.
9. Ability to operate a personal computer.
10. Ability to communicate effectively, both orally and in writing.
11 Good powers of observation; integrity; initiative and resourcefulness in meeting and resolving operating problems.
Qualifications:
1. Manages a large group of subordinates engaged in operating guest services/guest relations activities including admissions, parking garage and surface lots, convenience rentals, visitor traffic flow and event assistance.
2. Monitors visitor service and concessionaire activities to insure adherence to society procedures, standards, and contractual requirements.
3. Trains and directs Guest Relations Supervisors.
4. Manages, as necessary, through subordinate supervisors, visitor services activities at the Belle Isle Nature Zoo.
5. In conjunction with the Guest Relations Director determines daily staffing and scheduling needs and responds to park schedule changes, promotional activities, weather and special staffing needs.
6. Plans staffing levels and participates in recruiting events to select and hire regular and seasonal staff.
7. Makes staff promotion determinations and recommendations to Guest Relations Director.
8. Works with Guest Relations Director and others to conduct training sessions for all regular and seasonal employees, which include job performance standards, general zoo operations, cash handling, convenience rental and parking operations.
9. Works with Guest Relations Director to evaluate and revise employee manual which includes job descriptions, expectations, appropriate behavior, attendance, and job performance standards.
10. Observes subordinates for proper job performance, compliance with rules, general attitude and appearance and provides coaching and counseling as necessary.
11. Evaluates the performance of all personnel, arranges supplementary training as necessary, and administers corrective actions as necessary.
12. Work with Guest Relations Director and Human Resources to resolve union grievances.
13. Plans future season’s overall operation; makes procedural evaluations and changes, makes recommendations to appropriate staff for alteration or repairs to areas, signage, and other changes related to park policies, hours, and pricing.
14. Responds to and resolves customer problems, emergencies, and complaints.
15. Procures supplies and equipment as necessary. Maintains and updates Society inventory records.
16. Completes visitor’s correspondence and necessary files.
17. Works with special events and concessionaire staff in coordinating evening rentals and special events.
18. Ensure all safety requirements are enforced. Ensure adherence to all federal, state, local, and organizational policies/procedures.
19. Other tasks as assigned by the Guest Relations Director.
Work Environment:
Work locations are determined by season, event, and volume of visitors. Work is largely performed outdoors with exposure to all seasonal weather conditions and elements and on occasion, indoors in an office environment with some exposure to computer monitors. Able to perform essential functions of various duties; walking and standing for long periods of time; stooping, kneeling, and bending; lifting up to 20 pounds and communicating with guests and employees. Work is light to medium.
Download an application  DZS_EMPLOYMENT_APPLICATION.doc (right click, "Save Target As").
To Apply:
Send résumé with completed employment application to: Assistant Guest Relations Manager, Detroit Zoological Society, 8450 West Ten Mile Road Royal Oak, MI 48067 or fax to: (248) 541-5847.
Serious and qualified responses only.
The Detroit Zoo is an equal opportunity employer and we are committed to diversity in our workforce. We maintain a drug free workplace and perform pre-employment substance abuse screening.
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