Guest Experience Assistant Operations Manager

SSA Group; Sanford (FL); On-site; USD 35,000 - 55,000; Full time

Job description

Guest Experience Assistant Operations Manager

Central Florida Zoo & Botanical Gardens, Sanford, Florida, United States of America

Job Description

Central Florida Zoo is looking for a talented Assistant Operations Manager to join our Guest Experience team!

Reports to: Guest Experience Manager

Responsibilities

• Oversee the Guest Service Team in the absence of the Guest Services Manager.
• Perform the steps of SSA EXTRA Guest Service to ensure a memorable experience for every guest and client.
• Responsible for the day-to-day functions of admissions and membership windows.
• Supervises the daily operations of all aspects of ticketing operations and guest experiences applicable to SSA oversight.
• Drives ticket packages and membership growth through daily goals of staff.
• Trains Guest Service Associates and Supervisors on facility information, showtimes, packages, POS, ticketing and membership.
• Performs daily inspections of all aspects of the ticketing operations to ensure compliance with established service and performance levels. Ensures any areas of issue or opportunity are communicated directly to Operations Manager.
• Monitors cash handling procedures and ensures compliance with established protocols and reporting.
• Works to troubleshoot POS system issues as they arise.
• Motivates all staff to perform their duties to the best of their abilities and promote an overall best guest experience.
• Handle guest issues, inquiries and complaints; perform service recovery as needed.
• Remains knowledgeable of and manages in accordance with all applicable local, state and federal laws.
• Perform other tasks deemed necessary.
• Maintain a clean, safe, and organized work environment.
• Uphold and demonstrate a complete understanding of company policies and procedures.

IDEA + Belonging

• Promote an inclusive & supportive approach within the Brand team, with networking continuing at all units.
• Focuses on removing barriers and empowering growth and opportunity for team members at all levels.
• Leads by example through Sustainability/Conservation efforts; displays knowledge of efforts in business application as well as giving adequate opportunity for teaching to unit staff as necessary.
• Engages with SSA/Unit in driving community effort through engagement activities and focus on opportunities of giving back.

Job Requirements

• Strong interpersonal and communication skills, including the ability to articulate to Retail Management, team and guests.
• Proven leadership skills with an understanding of the importance of team building/development, while fostering partnerships.
• General problem solving/decision making skills combined with the ability to be organized.
• Demonstrates the ability to remain flexible in a fast-paced environment.
• POS knowledge.
• Physical ability to stand for extended periods and to move and handle boxes (10-35lbs) as necessary to operation, which entails lifting, and perform all functions as set forth above.
• Ability to work varied hours/days, including nights, weekends and holidays, as needed.

Previous Experience

• Supervisor experience in guest experience.
• Must be 18 years or older.

This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job description. The General Manager reserves the right to revise the job description or to require that other or different tasks are performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technological developments).

SSA Group, LLC. is an equal opportunity employer. We embrace diversity and equal opportunity through our commitment to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Compensation and Benefits

• Hourly, Non-Exempt. Pay is based on range in consideration of relevant job experience and certification/education.
• Paid Time Off.
• Medical | Dental | Vision.
• Supplemental Insurance.
• Training and Career Development.
• Tuition Discount through Partnership College.
• Meal Plan & Employee Discounts.
• $50 monthly cell phone stipend.