Guest Relations Supervisor

3 weeks ago

Toronto, Canada Toronto Zoo Full time

Looking for a career with a dynamic organization that is committed to protecting wildlife? We are interested in dedicated individuals who are positive, enthusiastic, and passionate about connecting people, animals, and conservation science to fight extinction. Your Toronto Zoo makes animal well-being a priority in all operations and shows respect for all wildlife.

**Application Deadline: Sunday, 2023-06-11**

**Branch**: Guest Relations

**Division**: Guest Experience

**Hours of work**: 37.5 hours per week

**Basic Function**: Reporting to the Manager of Guest Relations, this position is responsible for the operation activities within the Guest Relations Branch including promotion of revenue generation and enhancement of guest experience. The Supervisor will monitor activities that include the day-to-day operations of the front entrance cashiers, guest relations, parking system and experience, ticketing kiosk(s), and on-line ticketing, and the maximum security of the cash counting office. This position will assist and provide support in implementing the Strategic Plan.

**Responsibilities**
- Maintains an efficient operation for the inflow of guests through the gates while providing a great guest experience with friendly and welcoming staff
- Ensures that excellent customer service is provided to all Zoo guests and complaints are responded to in a courteous and efficient manner.
- Ensures adherence to operational policies and procedures for Guest Relations staff.
- Supervises and effectively directs the Guest Relations functions in conjunction with the Manager; develops objectives for the area while ensuring efficient utilization of the human and financial resources to achieve established performance targets.
- Develops and implements programs and training of full time and seasonal staff to ensure operational efficiency.
- Oversees the front entrance operations, guest relations and parking, including opening and closing protocols, and the processing of groups at check-in.
- Develops and implements procedures to ensure the effective and courteous handling of guest complaints, concerns and compliments.
- Monitors the cash operations system and ensures that proper cash handling procedures and maximum security of the cash counting office are in place.
- Assists the Manager in the development, implementation and analysis of guest surveys.
- Assists with producing monthly reports that provide analysis of guest feedback and makes recommendations based on results.
- Interviews, selects, trains, supervises and directs, evaluates, schedules and disciplines assigned staff
- Develops and implements programs and training of full time and seasonal staff to ensure operational efficiency.
- Assist in managing the online guest survey and consults with other divisions to ensure appropriate questions are asked and results provided in a timely manner.
- Provides staff with coaching to ensure the highest levels of customer service are achieved.
- Respond to complaints, concerns and comments in a timely manner to ensure high customer service and document the outcomes.
- Responsible for ensuring Guest Relations has the appropriate communications materials to serve our guests including Zoo Guides and information for promoting and purchasing Memberships and Zoo programs (i.e. Wild Encounters) and other programs as required.
- Coordinates and executes effective operational protocols for guest relations.
- Liaises with the Manager of Partnerships & Events on the implementation of any special or group events.
- Assists Manager in preparation and administering the budget for Guest Relations as required.
- Prepares monthly guest statistics for Board reports and prepares monthly coupon redemption summaries and reports as required.
- Oversees the interviewing, training, evaluation and control of all assigned staff.
- Supervises the computerized activities for the Branch including point of sale, data base, and daily sales summaries.
- Part of the process of investigating and evaluating new admissions software with a view to improving processing and guest relations.
- Assists guests on-site as required and ensures excellent customer service is provided by Zoo staff.
- Works in an ensures staff work in a safe manner at all times in compliance with Health and Safety, WHMIS, and Toronto Zoo Policies and Procedures
- Performs all duties in compliance with industry standards including AZA, Occupational Health & Safety Act, legislated regulations, and recommended equipment/manufacturers guidelines.
- Attends appropriate training courses as required.
- Follows all branch instructions
- Other related duties as requested by the Manager.

**Qualifications**
- College education including a diploma in a business-related field, or have the equivalent amount of training and related experience.
- Must have 3-5 years progressive related experience, including 1 year demonstrated experience providing leadership.
- Must have experience in the tourism or att

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