Guest Experience Manager

**Position**:Guest Experience Manager

**Department**:Guest Experience - Customer Service, Education and Groundskeeping

**Reports to**:General Manager

**Position Requirements**:
The Guest Experience Manager is responsible for overseeing all the GVZoo daily operations and establishes critical accountabilities within the Guest Services Department, Education Department, and the Groundskeeping division of the Maintenance Department. Equally important is collaboration with the Marketing Department, Food & Beverage and Contractors assignments. This role works both indoors and outdoors running administrative duties and engaging with staff and guests to support the organization's mission and vision.

**Key Responsibilities**:

- Maintain a friendly and positive visitor experience at the GVZoo and maintain a positive and collaborative work environment for the Guest Service, Education and Groundskeeping Teams
- Establish and continuously improve all visitor services and retail policies, operating procedures, and guest service standards
- Maintain daily operations of the GVZoo train and its maintenance schedule
- Lead the Guest Services, Education and Groundskeeping Teams, create staffing schedules, on-board key personnel and develop staffmembers without compromising GVZoo operational stability
- Facilitate the successful resolution of any guest issues or concerns
- Collaborate with the GVZoo Leadership Team in ensuring the highest possible quality to advance the GVZoo’s mission, in lockstep with the Marketing Team to organize and present special events and group bookings
- Review daily revenue and attendance results and report to the GM and Finance Manager
- Ensure the Point-of-Sale system is accurate and efficiently up to date
- Ensure budgets, forecasts, and operational objectives are met from the planning and developmental stages onward; communicate these goals with the team
- Support performance management, training, and planning for department successors
- Collaborate with the Human Resources, Finance,and Sales & MarketingTeams to ensure smooth functionality of all operational expectations
- Report to the General Manager on key performance issues. Regularly develop and adhere to departmental budgets and submit for approval
- Recognize and build a Company culture of safety and positivity
- Be able to work on weekends and holidays or as per operational requirements
- Understand, accept, and follow Greater Vancouver Zoo Policies and Procedures including Emergency Procedures and those yet to be defined

**Accountability**:
The Guest Experience Manager is a management role, monitoring staff, guests and volunteers in a zoo setting and ensures a safe, enriching and rewarding experience for zoo visitors; serves as mentor for all staff, and volunteers.

**Required Skills and Qualifications**:

- Degree in Hospitality Management, Tourism, Business Administration, or relevant field
- 5 years of progressive management experience within the hospitality and tourism industry
- Proven track record of top tier guest service with outstanding communication and active listening skills
- Excellent problem-solving and multitasking skills
- Leadership skillscapable of inspiring a diverse demographic to exceed expectations
- Strong sense of professional responsibility, personal awareness and decorum
- Ability to think critically, provide effective conflict resolution and see the ‘big picture’
- Detail
- orientated and comfortable leading projects throughout the pipeline
- Ability to work flexible hours

**Other Information**:
Must possess a valid Driver’s License.

Possess first aid training an asset.

Criminal Record Check.
- The above listed tasks are the responsibilities of the Guest Experience Manager. The position is not limited to the tasks listed above and may be required to perform additional tasks as assigned by the General Manager._

This is a permanent, full-time position.

Benefit package available after three months completion of probationary period.

Seniority Level: Management Employment Type: Full-time

Starting date: To be determined

**Job Types**: Full-time, Permanent

**Salary**: $50,000.00-$60,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- On-site parking

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Aldergrove, BC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 5 years (preferred)

Work Location: One location