18 Jan
Leading
Calgary
Take the next step in your career by joining the team at the Wilder Institute/Calgary Zoo and grow your experience at one of the most unique sites in Calgary! The Wilder Institute/Calgary Zoo is seeking a full-time permanent Manager, Guest Relations to deliver a strategic approach to visitor experience while inspiring visitors to continue the support of wildlife conservation through day admissions, donations, and memberships.
The Guest Relations Manager is directly responsible for providing superior service to both internal and external customers. The manager oversees the strategic objectives and tactics for: daily admissions, membership sales, program sales and reservations in person and through the call operation,
access control and parking lot management on a year-round basis. The manager is then responsible for setting and leading the Guest Relations staff to achieve departmental goals and objectives that align with the organization's purpose, vision and values. The manager completes these tasks through a safety lens by following all Health and Safety Policies to insure the well-being of staff and visitors at the Calgary Zoo.
What you will do:
Guest Relations Operation and Strategy
- Build customer loyalty and optimize revenues through support and delivery of successful customer service.
- Ensure that both internal and external guests are provided with outstanding service across the facilities
- Manage the opening and closing of Guest Relations including daily admissions, membership sales, program sales and reservations in person and call center
- Review & provide updated website information for the Guest Relations Department
- Oversee and manage the parking lot operations, including tracking internal guest parking exemptions
- Train staff and lead the delivery of key messaging that supports the purpose,
vision, values and brand of the Wilder Institute/Calgary Zoo.
- Maintain Guest Relations equipment and facilities through proper maintenance and cleaning.
- Analyzing sales information provided for decisions regarding sales and product changes and leverage information to assist in the preparation of Business Plans and Annual Budgets.
- Ensure that the goals and objectives of the Guest Relations department are aligned with the Organizational Goals and Objectives.
People Management
- Schedule, coordinate, and hire staff across all Guest Relations operations to align with business demand
- Provide information and assign tasks to Guest Relations staff in a timely fashion to contributing to effective communication with visitors
- Lead the engagement of Guest Relations staff through job training, professional development opportunities,
leadership, and motivation
- Engage with and collaborate with Guest Services Managers to facilitate an efficient and effective team environment.
- Align with other Guest Relations leadership to provide full coverage support for the Guest Relations team, which may include covering scheduled days off, vacations, split shifts, evenings etc.
Administration
- Produce schedules in a timely fashion, verify payroll and complete reports to ensure budgetary objectives are met.
- Track, regulate and protect inventory managed in the Guest Relations department
- Promptly respond to all escalated questions, concerns and complaints that are submitted through the online Guest Relations and General comment.
- Assist Director, Guest Services with administrative projects as required.
Collaboration
- Collaborate with other departments regarding on training programs, operational procedures, service offerings, and departmental enhancements
- Provide advisement to construction and/or renovations of facilities and service production areas from a Guest Relations perspective
- Communicate promptly with management and staff from other departments regarding operational standards and updates to operations
- Liaison with Diversity coordinator at The City of Calgary regarding the Zoo Share - Fee Assistance program
- Interact and communicate with suppliers and brokers for the procurement of goods and services for the Department.
Safety and Policy
- Review, develop and implement processes and procedures to support the Guest Relations department
- Ensure all Calgary Zoological policies and procedures are followed including cash handling procedures,
safety procedures and health and safety requirements
What you will bring:
- A Diploma in Hotel and Restaurant Management; Tourism or other related areas; equivalent combinations of education and experience will be considered
- Minimum 5 years related experience in Guest Relations, accommodation/reservation, call services.
- Minimum 3 years management experience ideally related to Guest Relations, accommodation/ reservation, and call operations.
- First Aid Certificate preferred
- Have excellent knowledge of Excel, Word, and Publisher
- Demonstrated abilities related to business planning, budgeting, training/staff development, and experience managing staff.
- Excellent written and verbal communications, organizational and interpersonal skills.
- Ability to exercise sound judgement while contributing and participating in a team environment.
- Demonstrated ability to operate and manage with minimum supervision within defined guidelines.
- Must be able to lift to 30lbs unassisted
Working Conditions:
- Able to work in fast-paced environment
- Heavy lifting, walking and standing for long periods of time required
- Must be flexible to work weekends, evenings, early mornings and holidays
The Wilder Institute/Calgary Zoo is an outdoor facility and all staff working at the zoo must be comfortable working in a large variety of outdoor conditions. The Wilder Institute/Calgary Zoo follows the advice of Environment Canada when responding to temperature and air quality issues.
What the Zoo Offers:
- Competitive compensation, vacation and flex days entitlement
- Flexible benefits plan, including a health spending account
- Employer matching RRSP program
- Discounts on food, beverage, and merchandise
- Participation in the Staff Pass Benefit plan
- A fun, rewarding work environment and the opportunity to work in a park full of wild animals
Are you ready to join one of Canada's leaders in wildlife conservation? If this position suits your skills, experience and personal attributes, we want to talk to you.
Apply by doing the following
1. Watch this video about the conservation work being done at the Wilder Institute/Calgary Zoo. (https://www.youtube.com/watch?v=8J1VH1MBXm0)
2. Submit your resume and cover letter via our online application system.
Applicants must be legally entitled to work in Canada.
If this position is a fit for you, we encourage you to apply with a resume and cover letter online by January 31, 2025 at 4pm MST.
The Wilder Institute/Calgary Zoo strives to cultivate a workplace in which everyone feels welcome and empowered to bring their authentic selves to work. As a conservation organization, we respect and value the diversity of all life and come together as individuals and teammates to achieve the organization's mission and vision. We recognize the value of diversity, equity, and inclusion, and work to advance our culture to ensure diverse viewpoints are heard and everyone has an equitable chance to succeed and thrive.
All candidates are thanked for their applications and advised that only those selected for interviews will be contacted.
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