Manager, Guest Relations

Take the next step in your career by joining the team at the Wilder Institute/Calgary Zoo and grow your experience at one of the most unique sites in Calgary The Wilder Institute/Calgary Zoo is seeking a full-time permanent Manager, Guest Relations to deliver a strategic approach to visitor experience while inspiring visitors to continue the support of wildlife conservation through day admissions, donations, and memberships.
The Guest Relations Manager is directly responsible for providing superior service to both internal and external customers. The manager oversees the strategic objectives and tactics for: daily admissions, membership sales, program sales and reservations in person and through the call operation, access control and parking lot management on a year-round basis. The manager is then responsible for setting and leading the Guest Relations staff to achieve departmental goals and objectives that align with the organization's purpose, vision and values. The manager completes these tasks through a safety lens by following all Health and Safety Policies to insure the well-being of staff and visitors at the Calgary Zoo.
**What you will do**:
Guest Relations Operation and Strategy
Build customer loyalty and optimize revenues through support and delivery of successful customer service.
Ensure that both internal and external guests are provided with outstanding service across the facilities
Manage the opening and closing of Guest Relations including daily admissions, membership sales, program sales and reservations in person and call center
Review & provide updated website information for the Guest Relations Department
Oversee and manage the parking lot operations, including tracking internal guest parking exemptions
Train staff and lead the delivery of key messaging that supports the purpose, vision, values and brand of the Wilder Institute/Calgary Zoo.
Maintain Guest Relations equipment and facilities through proper maintenance and cleaning.
Analyzing sales information provided for decisions regarding sales and product changes and leverage information to assist in the preparation of Business Plans and Annual Budgets.
Ensure that the goals and objectives of the Guest Relations department are aligned with the Organizational Goals and Objectives.
People Management
Schedule, coordinate, and hire staff across all Guest Relations operations to align with business demand
Provide information and assign tasks to Guest Relations staff in a timely fashion to contributing to effective communication with visitors
Lead the engagement of Guest Relations staff through job training, professional development opportunities, leadership, and motivation
Engage with and collaborate with Guest Services Managers to facilitate an efficient and effective team environment.
Align with other Guest Relations leadership to provide full coverage support for the Guest Relations team, which may include covering scheduled days off, vacations, split shifts, evenings etc.
Administration
Produce schedules in a timely fashion, verify payroll and complete reports to ensure budgetary objectives are met.
Track, regulate and protect inventory managed in the Guest Relations department
Promptly respond to all escalated questions, concerns and complaints that are submitted through the online Guest Relations and General comment.
Assist Director, Guest Services with administrative projects as required.
Collaboration
Collaborate with other departments regarding on training programs, operational procedures, service offerings, and departmental enhancements
Provide advisement to construction and/or renovations of facilities and service production areas from a Guest Relations perspective
Communicate promptly with management and staff from other departments regarding operational standards and updates to operations
Liaison with Diversity coordinator at The City of Calgary regarding the Zoo Share - Fee Assistance program
Interact and communicate with suppliers and brokers for the procurement of goods and services for the Department.
Safety and Policy
Review, develop and implement processes and procedures to support the Guest Relations department
Ensure all Calgary Zoological policies and procedures are followed including cash handling procedures, safety procedures and health and safety requirements
**What you will bring**:
A Diploma in Hotel and Restaurant Management; Tourism or other related areas; equivalent combinations of education and experience will be considered
Minimum 5 years related experience in Guest Relations, accommodation/reservation, call services.
Minimum 3 years management experience ideally related to Guest Relations, accommodation/ reservation, and call operations.
First Aid Certificate preferred
Have excellent knowledge of Excel, Word, and Publisher
Demonstrated abilities related to business planning, budgeting, training/staff development, and experience managing staff.
Excellent written and verbal communications, organizational and