Manager, Guest Services - Attractions & Parking

The Manager, Guest Services – Attractions & Parking play a vital role in creating a welcoming and supportive environment for everyone who visits the attractions at the zoo. This role ensures a safe, efficient, and engaging guest experience by leading ride operations staff, enforcing safety and operational policies, cultivating a positive workplace culture, and ensuring staff are trained, scheduled, and developed effectively. They oversee the daily operations of the Oakland Zoo Rides Area,  and the rides personnel associated with Gondola Transport to the California Trail, and overflow parking when needed. The Manager, Guest Services - Attractions & Parking 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, answers guest questions and provide consistent, friendly, and helpful guest service.  The position oversees a full-time Assistant Manager, 4-5 supervisors, and a team of part-time ride operators and parking assistants.

The 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.

Operational Oversight:

·      Supervise the daily operations of all rides within the zoo including the gondola, and works in partnership with the Lift Maintenance and Maintenance Departments to ensure compliance with safety regulations, zoo standards, and manufacturer specifications.

·      When overflow parking is required, oversee parking operations and flow to ensure an efficient, guest-friendly arrival and departure experience.

·      Respond promptly, effectively, and professionally to operational issues and guest concerns.

Staff Management:

·      Lead, schedule, and manage a team of ride operators and parking personnel.

·      Develop weekly staff schedules that meet operational needs and labor budget guidelines.

·      Manage hiring processs to ensure adequate staffing coverage during peak hours, special events, and seasonal fluctuations.

Training & Development:

·      Design and implement comprehensive training programs for new hires and seasonal employees.

·      Conduct regular training updates, drills, and evaluations to ensure staff are competent in safety, customer service, and ride operation protocols.

·      Identify growth opportunities and provide coaching, mentoring, and development plans for team members.

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Policy Enforcement & Safety:

·      Foster a positive and inclusive work environment that aligns with the zoo’s mission and values.

·      Encourage a culture of accountability, teamwork, and excellence in guest service.

·      Serve as a role model for professionalism, guest interaction, and adherence to safety practices.

·      Develop and manage budget, including setting and working towards revenue goals for Rides Area.

·      Provide coaching, development, and support of direct reports, with support from Director, Guest Operations as needed. Conducts regular check-ins and and performance evaluations for direct reports.

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·      Experience supervising a team of at least 10 staff

·      Available to work at least one weekend day as part of your regular schedule.

·      Demonstrated ability to navigate complex customer service situations

·      Able to instruct staff in and hold them accountable to policies and procedures  

·      Able to learn to operate various rides and trouble-shoot problems with ride operation

·      Able to read, write and count accurately

·      Possess basic math and computer skills

·      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)

·      Valid Driver’s License required for train operation

Knowledge/Skills/Qualities - 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

·       Dependability – demonstrates trustworthiness and reliability, including while working with little or no direct supervision

·       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.

·       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.

·       Relationship-Building – able to build and maintain trusting relationships and mutually beneficial partnerships with internal and external stakeholders

·       Solution-oriented – utilizes an open-minded and strengths-based approach to finding solutions for complex challenges.

·       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.

·       Sustainability – oriented toward the mission and values of the Oakland Zoo and able to put those into practice by finding creative and resourceful ways to develop sustainable practices within your role and department.

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