Evening Shift Supervisor - Guest Services

Job Title: Evening Shift Supervisor - Guest Services

FLSA Status: Non-exempt

Hours: Seasonal (flexible schedule including weekends and holidays for evening Zoo events; at least 24 hours per week; May - December)

Pay Rate: $15.75/hour

Summary:

Omaha’s Henry Doorly Zoo & Aquarium is seeking an Evening Shift Supervisor in Guest Services to collaborate with the Supervisor team and other Shift Supervisors to ensure that all operations are working efficiently, on time, and in accordance with established safety guidelines and all Zoo and departmental policies during evening zoo events. Schedule is dependent on special event demands. This position reports directly to the Fulltime Guest Services Supervisors.

Duties and Responsibilities (include but not limited to):

• Adhere and comply with the Henry Doorly Zoo & Aquarium Employee Handbook.
• Communicate clearly and effectively with Marketing and Events staff for all evening events.
• Follow directives put in place by Event Captains, reporting any concerns to the fulltime supervisors.
• Ability to assist guests and staff at ticketing kiosks by answering questions and completing transactions.
• Accurately operate cash register, credit card reader, and Point-of-Sale system during transactions.
• Provide general information about prices, location of specific attractions, and safety rules.
• Follow and explain all rules regarding tickets and memberships.
• Be trained in all Guest Services Areas and be responsible for the coordination of the supervision of the areas including, but not limited to: Admissions, Giant Screen Theater, Redemption, and Rides.
• Maintain proper radio etiquette using a multi-channel system.  
• Coach Crew Members in order to offer extraordinary guest service to all guests.
• Maintain all Zoo and Department workplace cleanliness standards in both indoor and outdoor settings.
• Supervise and monitor staff adherence to Zoo procedures while working in specific areas.
• Assist fulltime staff in maintaining accurate inventory, tracking, data, staff hours, and employee information.
• Ensure compliance with applicable policies and procedures by Zoo guests and staff.
• Address guest and staff concerns and problems with tact and professionalism.
• Coordinate with all other Zoo departments to efficiently perform required duties of supervised areas.
• Authorize guest refunds or exchanges in all Guest Service areas when applicable.
• Perform the duties of each Guest Service position for breaks, absences, or emergencies.
• Ensure cleanliness and safe operation of all Guest Services area equipment.
• Report all safety related, animal related, mechanical issues, or other incidents to a fulltime supervisor or manager.
• Enforce Zoo policies of closures and evacuations in the event of emergency situations.
• Represent the Zoo in a positive and professional manner to maintain an open and accepting atmosphere.
• Other duties as assigned.

Work Skills:

• Must have strong customer service skills and be able to respond to a variety of situations to accommodate reasonable requests.
• Must be able to work with a diverse population.
• Must have an outgoing personality, enthusiasm, and work well under pressure.
• Must possess good math and cash handling abilities and skills.
• Must have good public speaking and communication skills.
• Must possess the ability to function independently or with other Guest Services Supervisors to control guest and personnel issues.

Minimum Requirements:

• Must be at least 18 years old.
• Must possess a valid driver’s license.
• Must pass drug screening and background check.
• Must be available to work an average of two shifts per pay period from January to September.
• Must be available to work a minimum of four shifts per week from October to December.
• Preference for those with Thursday availability from May to August.
• Daytime special event shift opportunities may be available.
• Preferred to have weekend and holiday evening availability.
• Must be able to maintain an excellent attendance record.
• Must be able to maintain satisfactory job performance.
• Must be willing to learn how to drive a tractor/tram with a clutch and how to fully operate Skyfari.

Experience:

• Prior guest services experience is required for this position.
• Previous supervisory experience is preferred but not required.
• Prior cash handling experience preferred but not required.
• Bilingual language skills a plus.

Education:

• High School Diploma or GED minimum

Working Environment and Physical Effort:

• Will sometimes work extended/odd hours including weekends, holidays for evening events.
• May have the opportunity to work some daytime special events.
• Must be able to travel long distances across the zoo. Work is done in both indoor and outdoor settings.
• Must be able to stand, sit, kneel, bend, twist, reach above head, and climb.
• Will lift, push, pull, and/or move up to 15 pounds and occasionally up to 50 pounds using safe and proper lifting methods.
• Will work outdoors in all weather conditions.

DISCLAIMER

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor is it to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

Omaha’s Henry Doorly Zoo & Aquarium is an Equal Employment Opportunity Employer as defined by the EEOC.