BioPark Guest Services Manager

City of Albuquerque; Albuquerque (NM); On-site; USD 75,000 - 105,000; Full time

Job summary

City of Albuquerque's BioPark seeks an experienced manager to oversee visitor services and educational programs, coordinating with divisions, outside agencies and the public.

You will plan marketing, analyze visitor needs, manage admissions, tours and events, and develop policies to improve guest experiences.

Bachelor's degree in business administration, communication, biology or related field, with 7 years' experience and 4 years supervisory duties, is required.

Qualifications

• Bachelor's degree and seven years in guest services/educational programs in a high-volume environment.
• Four years of supervisory experience required.

Responsibilities

• Assume management of organization, staffing and operational activities for BioPark guest services and educational activities.
• Plan and market guest services and educational programs; analyze visitor needs and develop new programs.
• Oversee ticketing and admissions operations including sales analysis.
• Manage tours, field trips, and special events coordination.
• Develop and implement BioPark guest services goals, policies and priorities; monitor performance.
• Evaluate programs and identify improvements; monitor customer satisfaction and modify procedures.
• Collect and analyze attendance data; provide written reports and analyses.
• Promote BioPark programs; plan promotion with relevant staff and oversee implementation.
• Develop interpretive materials and guest program experiences.
• Direct, coordinate and review work plans; supervise staff, training and performance.
• Identify new guest feedback methods; respond to escalated concerns.
• Assist in budget development and expenditure monitoring; forecast staffing and supplies.

Skills

Leadership

Program development

Marketing

Budget management

Customer service

Supervisory experience

Education

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

Job description

Position Summary

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 And Supplemental Functions

ESSENTIAL FUNCTIONS

• Assume management responsibility for the organization, staffing and operational activities for a variety of Biological Park guest services and educational activities.
• 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.
• Oversee ticketing and admissions operations including sales analysis.
• Manage the planning and coordination of tours, field trips, and special events.
• Manage and participate in the development and implementation of BioPark guest services goals, marketing, objectives, policies, and priorities; recommend and implement policies and procedures.
• Evaluate all BioPark guest services programs; identify opportunities for improving methods and procedures; identify resource needs, implement improvements.
• Monitor and evaluate the efficiency, effectiveness and customer satisfaction of guest services; recommend modifications to procedures.
• Collect and analyze data on attendance and popularity of services; provide a variety of written information, data and analyses regarding services.
• Promote and BioPark visitor and educational programs and activities; determine methods of promotion and work with appropriate staff to oversee implementation.
• Development of interpretive material, messaging and guest program experiences.
• 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.
• Select, train, motivate and evaluate assigned personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures
• Identify new methods for guest feedback and comments; respond to escalated guest concerns and/or complaints verbally or in writing.
• 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

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

Minimum Education, Experience And Additional Requirements

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.

Working Conditions

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.