GUEST SERVICE/VOLUNTEER MANAGER (PART-TIME)

Reports to: Executive Director

Work Hours: Schedule varies between open and closed seasons. Generally 20 to 30 hours per week or as needed.

Duties and Responsibilities:

• Develop and implement sales strategies for retail sales and food operations to maximize revenue production.
• Continually analyze the guest services operation and implement changes designed to improve overall efficiency, visitor services and profitability.
• Hire, train and schedule an effective guest service staff, supervisors and volunteers, with emphasis on customer service.
• Make buying commitments that will maximize revenues through establishing and maintaining supplier relationships, terms, volume discounts and special promotions.
• Responsible for maintaining desired stock levels in gift shop & concession stand.
• Gift store merchandise must coincide with the zoo’s mission. Whenever possible, items should increase zoo visitors interest and awareness of conservation and preservation of wildlife.
• Ensure guest service staff follows proper cash handling procedures.
• Ensure that guest service areas are kept clean, orderly and appealing for zoo visitors. Monitor visitor satisfaction.
• Report all repairs to facilities manager in a timely manner to ensure all guest areas stay well maintained and operate to their potential.
• Create weekly zoo activity insert for distribution at front desk.
• Record detailed minutes of weekly S.P.A.S.M. (Strategic Planning All Staff Meeting) and distribute to zoo staff.
• In conjunction with other members of the zoo staff, assist in the development coordination and implementation of zoo special events.
• Coordinate all volunteer activities at the Zoo, including volunteer recruitment, training and placement, communications, meetings and record keeping.
• Prepare and distribute monthly volunteer newsletter.
• Implement and oversee a volunteer committee designed to encourage volunteer participation in a variety of activities.
• Prepare and maintain volunteer orientation/training materials and volunteer policies and procedures according to the requirements of each category.
• Design and implement a variety of recruiting strategies for all volunteer categories including docent, general and guest service.
• Work with education and animal staff to identify appropriate volunteer staff.
• Schedule daily volunteer activities for general and guest service volunteers.
• Manage and coordinate the junior zookeeper program.
• Create summer schedule for junior zookeepers.
• Participate in junior zookeeper interviews and parent information meetings and junior training sessions.
• Plan and coordinate all volunteer recognition and social activities.
• Other related duties as required.

Education and Knowledge Requirements:

• Problem analysis and problem solving skills- must diagnose problems and develop effective solutions.
• Managerial skills- must have ability to share knowledge and provide guidance to seasonal staff and volunteers in a manner conducive to optimal performance and high morale.
• Superior communication skills- must have ability to communicate policies, mission and expectations of the Red River Zoo.
• Flexibility- must be available to work evenings, weekends and hoidays as needed.
• Computer skill- must be able to operate computer programs to include word processing, spreadsheet, database and graphics applications.
• Must be capable of managing multiple tasks simultaneously.
• Requires some traveling attend markets.
• Retail experience and supervisory experience preferred.

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