Assistant Manager, Guest Services - Attractions & Parking

Pay rate: To maintain internal equity, we have identified the starting range for this position at the Oakland Zoo as $29.70- $30.73 per hour. An offer within this range will be determined by the experience and qualifications of a candidate and will be our best and final compensation offer, in alignment with Oakland Zoo's compensation philosophy.

Finalist candidates will need to complete a paid on-site working interview to be considered.

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Position Summary

The Assistant Manager, Guest Services – Attractions plays a vital role in creating a welcoming and supportive environment for everyone who visits the zoo. They oversee the daily operations of the Oakland Zoo Rides Area, the rides personnel associated with Gondola Transport to the California Trail and additional Guest Service touchpoints throughout the zoo. The Assistant Manager, Guest Services – Attractions has extensive knowledge of the operation of all amusement rides and works closely with maintenance in support of gondola transport operations. They ensure the safety of all visitors, answer guest questions and provide consistent, friendly, and helpful guest service.

Oakland Zoo offers a comprehensive benefits package, including Health insurance, Dental insurance, Vision insurance, Flexible spending account, Retirement plan, Paid time off, Employee Assistance Program, and A Family Zoo Membership.

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• Support management of rides areas and gondola operations by ensuring appropriate staff coverage during all operating hours, and maintaining and enforcing high standards of quality control, hygiene, health, and safety.
• Manage team members in guest service locations throughout the Zoo and engage guests in need of assistance.
• Direct and coordinate team activities, including timely compliance with rest and meal break requirements.
• Monitor guest service standards and customer relations.
• Respond to and resolve guest questions, concerns, and complaints in a timely and professional manner.
• Operate rides and monitor riders closely to ensure safe operation at all times.
• Support oversight of parking operations.
• Contribute to annual planning by providing operational support and recommendations.
• Perform other related duties as required and assigned.

Supervisory Responsibility:

• Serve as the Manager on Duty (MOD) in the absence of the Guest Services Attractions Manager, resolving higher-level guest concerns and making critical decisions when needed.
• Supervise, train and support Supervisors, Guest Services Attractions and Guest Services Representatives.
• Support Manager, Guest Services Attractions in hiring and onboarding new team members.

• Minimum of 5 years of related relevant working experience in guest services, attractions, transportation, parking operations, or other high-volume public-facing environments.
• Demonstrated ability to navigate complex customer service situations.
• Ability to train and hold staff accountable to safety and service standards.
• Able to learn to operate various rides and trouble-shoot problems with ride operation.
• Proficient mathematical and cash-handling skills with a high degree of accuracy and accountability.
• Able to read, write and count accurately to complete cash handling tasks.
• Valid Driver’s License and good driving record (ability to obtain authorization from the Zoo’s Insurance Carrier) for train operation.
• Able to work evenings, weekends and holidays.

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Bonus if you have:

• Prior experience as a supervisor or manager of a team of 10 or more staff.

Work Environment - Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

• Work in indoor and outdoor environments in various weather conditions, including inclement outdoor weather conditions such as heat, cold, wind and rain.

Physical Considerations - The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Able to bend and twist, lift, stand, kneel, sit, walk, bend, stoop and speak regularly and for long periods of time (up to 8 hour shifts or more).
• Ability to navigate Zoo grounds.

May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.  

• Collaboration – builds trusting relationships with both internal and external stakeholders across our organization and community-wide and approaches differences of opinion with curiosity and humility.
• Communication – communicates respectfully and effectively with stakeholders across identities, both verbally and in writing
• Flexibility – nimbly adapts to evolving priorities and urgent needs; handles intervals of high pressure while maintaining perspective and humor  
• Inclusive Culture - fosters a culture of mutual respect, transparency, collaboration and belonging which allows all employees to feel appreciated, included, and valued.  
• Leadership – mentors, advises, and develops people across identities with consideration for cultural relevance and responsiveness, self-awareness around implicit bias and understanding of the power dynamics that exist in organizations.
• Organization – strong attention to details and able to build and/or maintain efficient systems  
• Passion – wholeheartedly believes in, represents, and models Oakland Zoo’s mission and PRIDE values at all times
• Project management – effectively prioritizes commitments, driving forward multiple high-profile and complex projects simultaneously with flexibility, resourcefulness, and agility to adapt to shifting organizational needs
• Relationship-Building: able to build and maintain trusting relationships and mutually beneficial partnerships with internal and external stakeholders
• Self-motivated– effectively navigates multiple, simultaneous tasks with excellent attention to detail and deadlines. Enthusiastically identifies and approaches opportunities without regular supervision
• Solution-oriented – utilizes an open-minded and strengths-based approach to finding solutions for complex challenges.
• Sustainability – oriented toward the mission and values of Oakland Zoo and able to put those into practice by finding creative and resourceful ways to develop sustainable practices within your role and department  
• Wildlife Aware - understands mission to support the conservation and welfare of animals at the Zoo, locally and globally.  This is demonstrated by a willingness/passion to reflect this mission in all actions and to continue to learn how to take action for wildlife