Manager, Guest Services - Attractions & Parking

The Manager, Guest Services – Attractions & Parking plays 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.

Pay Range: To maintain internal equity, we have identified the starting range for this position at the Oakland Zoo as $76,731 - $81,144 annually. 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.

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.

• Oversee management and performance of rides area and gondola transport, including staffing, appearance of area, managing special events within area, training of staff, and other managerial duties.
• Ensure appropriate staff coverage of rides area and gondola transport during all operating hours.
• Monitor customer service/customer relations.
• Address, respond to and resolve customer needs, questions, and complaints.
• Manages planning and coordination of parking and guest flow on high capacity weekends, holidays, and special events.
• Use Dynamic Scheduling models to maximize efficiency within budgetary limits.
• Serve as a contact for third party vendors and partners.
• Ensure accurate safety, inspection, and operational records are maintained

Supervisory Responsibility:

• Responsible for hiring, dismissal and performance evaluations for Attractions team members, providing coaching, support & development and elevating concerns to the Director of Guest Operations when necessary.
• Supervise, develop, train, and motivate assigned team members; maintain and enforce high standards of quality control, hygiene, health, and safety.

• High School diploma or GED
• ​​​5 years of relevant working experience
• 1 - 3 years experience supervising a team of at least 10 staff
• Demonstrated ability to navigate complex customer service situations, and utilize conflict management skills
• 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
• 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

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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