Lead Ride Operator

The Lead Ride Operator has the overall responsibility for directing the daily operations of all Rides Area/Gondola Transport facilities in the Rides Area Manager’s absence, ensuring compliance with the zoo’s standards in all areas of operations, including customer relations, area appearance, and cleanliness, while also ensuring excellent visitor (customer) care.  Has extensive knowledge in operation of all amusement rides. Always ensures safety of visitors, answers guest questions and provides consistent, friendly and helpful guest service.  Must be able to multi-task and work in a fast-paced environment.

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1. Ensure rides area is always properly staffed and operational at scheduled opening and closing times; in the event of call offs or no-shows, contact and secure replacements.
2. Ensure that all opening procedures are performed, including all daily cleaning and maintenance requirements.
3. Direct and coordinate the activities of team members, coordinate breaks and meal periods.
4. Monitor and enforce team member’s adherence to Zoo’s policies and procedures.
5. Supervise, develop, train and motivate assigned team members; maintain and enforce high standards of quality control, hygiene, health and safety. Monitor customer service/customer relations. Address responds to and resolve customer needs, questions, and complaints.
6. Monitor performance of team members and advise Rides Manager of employee concerns and conflicts, along with processing/delivering any needed disciplinary actions (documenting specific behaviors that need to be addressed).
7. Maintain ongoing communication with Food and Beverage Manager advising them of needs, suggestions, ideas and staffing concerns.
8. May be required to report early or stay late to accommodate special events and/or occasions.
9. Greet each customer by providing a friendly environment, by smiling and acknowledging their presence.
10. Operate rides and closely observe ride and riders to ensure safe operation (including assisting riders on and off rides, loading and unloading passengers in a safe manner, etcetera).
11. Record hourly rider counts as needed/required.
12. Monitor and respond to inappropriate guest behavior; respond appropriately to emergency situations.
13. Maintain a clean and orderly rides area.
14. Demonstrate superior customer service with customers, both internal (i.e. co-workers) and external (vendors, visitors, customers, etcetera).
15. Demonstrate knowledge of, and supports, the Conservation Society of California’s mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards, and the code of behavior.
16. Perform other related duties as required and assigned.

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1) Required knowledge, skills & abilities:

• Ability to read, count and write accurately.
• Ability to follow safe practices, show attentiveness to work and be safety conscious.
• Ability to learn to operate various rides and detect possible problems with ride operation.
• Ability to communicate with customers, co-workers and management.
• Ability to follow verbal and written directions.
• Ability to work independently and as part of a team.
• Ability to greet guest and answer guest questions in a consistent, friendly and helpful manner.
• Ability to communicate clearly to guests to give instructions and directions.
• Ability to handle difficult customer service situations.
• Ability to help guests in a friendly, but firm, manner.
• Must be flexible with work schedule. Ability to be on time when scheduled.
• Able to bend and twist, lift, stand, kneel, sit, walk, bend, stoop and speak regularly and for long periods of time (8 hour shifts or more)

• Ability to lift up to 50 lbs. at a time.

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• Diploma or GED equivalent

• Basic math skills

Basic computer skills needed

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