BioPark Guest Services Manager

City of Albuquerque; Albuquerque (NM); On-site; USD 90,000 - 120,000; Full time

Job summary

Arts-and-Culture in Albuquerque, NM seeks a senior manager to oversee BioPark guest services and educational programs. You will coordinate with divisions, external agencies and the public, providing complex staff support to higher-level management.

Primary responsibilities include directing staffing, budgeting, program development and promotional activities, while ensuring exceptional visitor experiences across a high-volume visitor services environment.

Qualifications

• Bachelor's degree in business administration, communication, biology or related field.
• Seven (7) years of experience developing, implementing and maintaining informal guest services and educational programs in a high-volume customer focused environment.
• To include four (4) years of supervisory experience.

Responsibilities

• Assume management responsibility for the organization, staffing and operational activities for BioPark guest services and educational activities.
• Plan and manage marketing of guest services and educational programs; analyze visitor needs and develop new programs.
• Oversee ticketing and admissions operations including sales analysis.
• Manage planning and coordination of tours, field trips, and special events.
• Develop and implement BioPark guest services goals, policies and priorities; recommend procedures.
• Identify opportunities to improve methods and procedures and implement improvements.

Education

Bachelor's degree in business administration, communication, biology or related field

Job description

Manage a variety of Biological Park visitor services, educational programs and activities; coordinate activities with other divisions, outside agencies and the general public and provide highly responsible and complex staff assistance to higher level management staff.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

ESSENTIAL FUNCTIONS:

Essential functions may include but are not limited to the functions listed below. Must be able to perform the essential functions of the job with or without a reasonable accommodation.

1. Assume management responsibility for the organization, staffing and operational activities for a variety of Biological Park guest services and educational activities.
2. Plan and manage the marketing of guest services and educational programs throughout BioPark; analyze visitor needs; develop new programs to meet community needs and maintain existing programs as directed.
3. Oversee ticketing and admissions operations including sales analysis.
4. Manage the planning and coordination of tours, field trips, and special events.
5. Manage and participate in the development and implementation of BioPark guest services goals, marketing, objectives, policies, and priorities; recommend and implement policies and procedures.
6. Evaluate all BioPark guest services programs; identify opportunities for improving methods and procedures; identify resource needs, implement improvements.
7. Monitor and evaluate the efficiency, effectiveness and customer satisfaction of guest services; recommend modifications to procedures.
8. Collect and analyze data on attendance and popularity of services; provide a variety of written information, data and analyses regarding services.
9. Promote and BioPark visitor and educational programs and activities; determine methods of promotion and work with appropriate staff to oversee implementation.
10. Development of interpretive material, messaging and guest program experiences.
11. Plan, direct, coordinate and review the work plan for assigned program staff; assign work activities, projects and programs; review and evaluate work products, methods and procedures; meet with staff to identify and resolve problems.
12. Select, train, motivate and evaluate assigned personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures
13. Identify new methods for guest feedback and comments; respond to escalated guest concerns and/or complaints verbally or in writing.
14. Participate in the development and administration of assigned budget; forecast funds needed for staffing, equipment, materials and supplies; monitor expenditures; recommend adjustments as necessary.

SUPPLEMENTAL FUNCTIONS:

1. Attend and participate in professional group meetings; stay abreast of new trends and innovations within the assigned program area.
2. Perform related duties and responsibilities as required.
3. Serve on a variety of committees as needed.

Education and experience directly related to the minimum requirements below may be interchangeable on a year for year basis.

Bachelor's degree from an accredited college or university in business administration, communication, biology or related field; and

Seven (7) years of experience developing, implementing and maintaining informal guest services and educational programs in a high-volume customer focused environment; and

To include four (4) years of supervisory experience.

ADDITIONAL REQUIREMENTS:

Possession of a valid New Mexico Driver's License or the ability to obtain within ninety (90) days from date of hire.

Possession of a City Operator's Permit (COP) within six (6) months from date of hire.

Environmental: Office environmental; exposure to computer screens, exposure to inclement weather.

Physical: Essential and supplemental functions may require maintaining physical condition necessary for sitting or standing for prolonged periods; use of computer keyboard; may operate a motor vehicle.