Director Of Visitor Services
Company: Association Of Zoos & Aquariums
Posted on: November 26, 2022
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more about types of zoo and aquarium jobs and relevant education
programs in our career center .Rhode Island Zoological
SocietyDirector Of Visitor ServicesRoger Williams Park Zoo of
Providence, Rhode Island, is one of the nation's oldest zoos and
home to over 100 animal species. Our culture is built on our core
values: community, fun, innovation, diversity, integrity,
sustainability, and excellence. We value our role in the community
as a treasured place for families and a trusted resource for
learning; we create a sense of community for our staff and
contribute to the global conservation community. We provide a fun
experience for our guests and believe that a fun environment is
essential to create a great workplace. We are willing to take
risks, to propose novel ideas and to think "out of the box". Bold
dreams are welcome here. We act with respect toward all. We value
diversity and are intolerant of bias. Integrity and honesty drive
our business practices and our relationships with each other and
our constituents. We are driven by our vision of greater
sustainability in our environmental practices and in our business
model. We believe that by establishing a sustainable financial base
we can best achieve our goals. We are always striving for
excellence. We work to exceed expectations in all areas.The RWPZ is
currently recruiting a full-time, year-round, exempt, Director of
Visitor Services, accountable to the Deputy Director of Operations,
this individual is responsible for providing excellent guest
service in all public areas of the Zoo and Carousel. This person is
also responsible for planning, implementing, monitoring, directing,
delegating and managing all operational aspects of the Guest
--- Establish the Zoo's positive reputation for premium service by
hiring, training, evaluating, and supervising a world-class guest
services team to ensure the highest standard of guest satisfaction
in all areas of zoo and carousel ticket and ride operations. These
areas include, but is not limited to, all point-of-sale locations,
special zoo-wide and group sales events, queueing, ticket sales,
membership and advanced ticket entry, paid activities, and food and
--- Establish and maintain positive, cooperative, and effective
working relationships with fellow staff, guests, and clients.
--- Ensures a positive first impression for visitors including
signage, cleanliness and appearance of front gate and visitor
--- Oversee food service and retail operations, including daily
--- Oversee Group Sales including daily management and coordination
--- Build and maintain an effective working relationship with the
food service and gift shop providers to ensure quality customer
service and presentation.
--- Resolve guest concerns, comments, and complaints that cannot be
settled at the supervisory level, including managing and responding
to patron's complaints regarding zoo experience.
--- Works with Deputy Director of Operations, Assistant Visitor
Services Manager, Membership Manager, Group Sales Manager, General
Managers of Food Services and Retail, Graphics Designer, Deputy
Director of Animal Care, and B&G Manager to ensure the highest
satisfaction level of the guest experience.
--- Participate in civic and professional organizations to maintain
and promote the zoo.
--- Work with the Deputy Director of Operations, and General
Managers of Food and Gift Services, to develop pricing guidelines
and market position strategies on an annual basis.
--- Review and recommend day-to-day operational policies and
procedures for the department by maintaining contact with the
customers, overseeing daily operations including zoo front gates,
all ride activities, animal encounter activities, conducting
surveys, developing systems to evaluate customer satisfaction,
analyzing information, and implementing changes when necessary.
--- Maintain cash and operational controls by:
a. addressing cash overages and shortages in a timely manner,
b. Conducting regular cash audits,
c. Applying consequences for cash handling violations.
--- Develop and maintain budget and performance goals and ensure
that performance targets are tracked, and goals are met.
--- Work with the Security Manager and his staff to implement and
conduct periodic reviews of all security and emergency response
--- Work with HR to oversee the development and coordination of all
job-specific training and on- going education programs for VS staff
as it relates to guest interaction and services.
--- Hold department meetings to ensure proper communications
through-out the department staff.
--- Assure sufficient numbers of seasonal, part-time and full-time
employees are available to fill annual staffing requirements and
that the front gate, rides and zoo are opened and closed at proper
--- Assemble and analyze relevant data and prepare and deliver
reports detailing guest experience activities to Senior
--- Serve as Emergency Response Coordinator as needed.
--- Perform other duties as assigned by the Deputy Director of
Operations.Experience RequiredRequired Experience and
Education:Completion of an associate degree at an accredited
college or university in Business Management or related field, plus
minimum of five years of managerial experience and two years of
experience in managing a large venue box office, large paid event
management, and food and retail operations or equivalent
combination of education and experience.Preferred Experience and
Education:Knowledge of Blackbaud/Altru Point of Sale System is a
plus. Recent experience working with diverse populations and
fluency speaking additional languages a plus.How to ApplyInterested
candidates are encouraged to send a cover letter, resume and salary
Roger Williams Park Zoo
ATTN: Director of Visitor Services
1000 Elmwood Ave
Providence, RI 02907
Keywords: Association Of Zoos & Aquariums, Providence , Director Of Visitor Services, Executive , Providence, Rhode Island
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