Guest Services Event Operations Manager

Kaizen Lab Inc.; Baltimore (MD); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

24 days PTO

Medical, dental, vision

401K

Zoo membership

Job summary

Kaizen Lab Inc. seeks a Guest Services Event Operations Manager to lead daily operations, staff, and on-site events at the zoo. You will manage guest services, coordinate DEAI programs, collaborate with multiple departments, and serve as Manager on Duty during special event days.

You will ensure safety, accurate scheduling, inventory, and excellent customer service while promoting conservation messaging and fostering community partnerships.

Qualifications

• Minimum of two years in a supervisory management position.
• Minimum of three years of related experience in hospitality or retail.
• Proficiency with Google Workspace, Microsoft Office, and web-based applications.
• Familiarity with Point-of-Sale systems preferred.

Responsibilities

• Facilitate daily staffing and operation of the Guest Services area, including opening and closing appropriate locations, problem-solving, training, securing of funds, etc.
• Maintain exceptional standards of customer service, cleanliness and staff appearance.
• Plan operational strategy with the Guest Services Management team to maximize revenue contributions and level of service.
• Lead or assist in planning, coordinating, and implementing Guest Services and DEAI events.
• Create event collaterals and prepare weekly staff schedules.
• Interact with guests in a friendly, professional, and informed manner to promote conservation messaging.

Skills

Supervisory management

Hospitality experience

Customer service

Event coordination

Education

Bachelor's degree in Business, Hospitality, Recreation, Tourism, or related discipline

Tools

Google Workspace

Microsoft Office

POS systems

Job description

General Summary

The Guest Services Event Operations Manager is responsible for exciting, engaging, and entertaining visitors and members in a way that promotes a positive Zoo experience and demonstrates unparalleled customer service. This position oversees and executes Guest Services and DEAI events and programs and serves as the onsite contact during special event days. It works closely with department directors and supports equipment and technology set up for other Zoo departments. As part of the Guest Services management team, it supports daily operations of the Zoo and serves as Manager on Duty when necessary.

Additionally, the Guest Services Event Operations Manager supports the Zoo’s mission to save wildlife and protect wild places, and contributes to its environmental, social, governance (Sustainability), conservation, education, and DEAI goals.

Essential Functions

Primary Functions

• Facilitate daily staffing and operation of the Guest Services area, including opening and closing appropriate locations, problem‑solving, training, securing of funds, etc. in conjunction with fellow Managers in accordance with company SOPs.
• Maintain exceptional standards of customer service, cleanliness and physical appearance of all locations and staff.
• Continuously plan operational strategy with the Guest Services Management team to maximize revenue contribution and level of service.
• Lead or assist in planning, coordinating, and implementing Guest Services and DEAI events including but not limited to Black History Month, Wildly Inclusive, Bunny Bonanza, Field Days, AAPI Heritage Day, Pride at the Zoo, Juneteenth, Wild Water Splash Days, Celebramos, Zoo Boo, Holly Days, Brew at the Zoo and OktoBEARfest; assist with vendor coordination and service scheduling to support event programs.
• Maintain and organize Zoo and departmental supplies and equipment, including inflatables, decorations, giveaways and prizes.
• Lead or assist with equipment and technology setup of all Zoo rentals, events and educational and development programs.
• Review department webpages to ensure event information is accurate.
• Create event collaterals such as posters, banners and handouts for internal and external promotion of Zoo events and programs.
• Prepare weekly schedules for all seasonal, part‑time, and full‑time departmental staff.
• Interact with guests in a friendly, professional, and informed manner that promotes the Zoo’s message of conservation.
• Ensure equipment is in working order and maintain supplies to meet operational objectives.
• Provide guest controls, including handling challenging situations.
• Ensure compliance with cash handling policies and procedures.
• Maintain risk and safety management processes for the Guest Services Department, comply with Zoo accident and incident standards, and work with risk and safety partners to ensure staff are prepared for disaster and emergency response.
• Lead or assist in training for event equipment and technology; perform event setup and breakdown; assist with onsite oversight and execution of event days; respond to event‑related inquiries and confirmation emails with guests and vendors.
• Provide superior customer service by answering questions, anticipating guest and member needs, escalating issues when appropriate and meeting or exceeding guest expectations.
• Collaborate with the Volunteer Department to assign volunteer roles and manage volunteers during Guest Services and DEAI events and other assigned volunteer stations.
• Create and send post‑event reports and follow‑ups to assess event success, gather feedback and identify opportunities for retaining business.
• Assist in developing community partnerships to broaden the Zoo’s reach and ensure offerings are diverse, accessible, equitable and inclusive.
• Support supply and equipment inventory management, including tracking stock levels and coordinating reorders.
• Serve as Manager on Duty.
• Attend Zoo and departmental meetings.
• Use sound judgment and report incidents to management or security as necessary.
• Assist other departments as needed for cross‑utilization of skills and manpower.
• Perform other duties as assigned.
• Adhere to all policies and procedures of the Zoo.

Communication (Internal and External)

• Conduct daily briefings with all seasonal, full‑time, and part‑time staff to inform them of all happenings within the zoo in reference to Guest Services responsibilities.
• Communicate daily schedules, events, and any changes for the main gate, exhibits or attractions to all staff so that they may notify guests if asked.
• Active collaboration with the Animal, Marketing, Development, Education and Volunteer departments to design and implement programs and presentations.
• Active collaboration with the Animal, Marketing, Development, Education, Events, Group Sales, Volunteer, Hospital and Maintenance departments to produce and participate in non‑routine special events.
• Work closely with contracted concessions management and staff to ensure adherence to all Zoo policies and procedures.

Management of Resources (Financial, Human Resources, Facilities)

• Cultivate, evaluate, and train staff, rendering discipline when necessary.
• Collaborate with the Senior Director of Guest Services Strategies on all matters concerning personnel.
• Support in recruitment, hiring, training, evaluating and disciplining of all staff.
• Coordinate with other departments as necessary to fulfill any special needs related to Guest Services (i.e. Events).
• Organize breaks for Guest Services employees while ensuring adequate staffing levels to control attendance flow.

Minimum Qualifications

Hospitality

• Friendly and outgoing.
• Possess a positive and patient attitude.
• Possess excellent verbal communication skills.
• Possess excellent organizational skills.
• Ability to multitask and juggle multiple projects.

Education

• Bachelor’s Degree in Business, Hospitality, Recreation, Tourism, or related discipline (education may be substituted in lieu of relevant experience) preferred.

Experience / Training

• Minimum of two years in a supervisory management position.
• Minimum of three years of related experience in the hospitality or retail industry.
• Proficiency with Google Workspace, Microsoft Office software, and web‑based applications required.
• Familiarity with Point‑of‑Sale systems preferred.
• Familiarity with business cash handling procedures.
• Valid driver’s license required.
• Floral or event design a plus.

Working Conditions

• Must be able to stand and remain active for an eight‑hour shift.
• Must be able to walk large areas of the Zoo as needed.
• Must be able to work in an outdoor weather environment in all seasons and weather, including heat/humidity, cold temperatures, and wet conditions.
• Ability to work a flexible schedule to include weekends, holidays, and special events.
• Must be able to exert up to 50 pounds of force to lift, push, pull, carry, or otherwise move objects.
• Exposure to potential environmental hazards such as poison oak/ivy, uneven terrain, insect bites/stings, and Hepatitis B depending on the position.

Equipment

• Must be able to operate a variety of equipment including computer, telephone, two‑radio, hand‑tools, power tools, golf cart, rides, etc.

Traits Desirable

• Ability to work with individuals from a wide variety of ethnic, cultural and economic backgrounds.
• Strong organizational and communication skills.
• Ability to identify and resolve guest issues.

Benefits

• Excellent benefits package including 24 days of Paid Time Off (PTO), Sick and Safe Leave, and 2 paid holidays.
• Eligible for medical, dental, vision, short‑ and long‑term disability and life insurance.
• 401K with employer match.
• Zoo individual membership plus guest passes.

Disclaimer

The statements above are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified. Therefore, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change.