Guest Services Manager - Staffing & Leadership

Denver Zoo is a leader in animal care, wildlife conservation, and education. We are passionate about our commitment to excellence in support of our mission of Inspiring Communities to Save Wildlife for Future Generations.

Denver Zoo honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect and by embracing our Core Values of: Welcoming, United, Curious, Courageous and Transformative in all that we do.

The Guest Services Manager – Staffing & Leadership leads, motivates, and coaches a diverse team of staff members in a variety of guest service responsibilities that exceed the expectations of Zoo guests. This position coordinates all schedules for full time, variable part time and seasonal positions in the Guest Experience Division.

Our staff is a dedicated and diverse group of individuals committed to providing quality care to our animals while creating moments of awe for guests.  If you are a like-minded individual and thrive in a dynamic, fast paced and innovative culture, Denver Zoo is the place for you! 

Essential Duties and Responsibilities 

Priority 1 – Leadership

• In collaboration with the Guest Experience Operations Managers, provide oversight to full-time, part-time, and seasonal staff members in the Guest Experience Division, ensuring:
  • Staff members provide exceptional hospitality and quality service to zoo guests in a way that aligns with the standards set by our team.
  • Cash handling policies and procedures are followed.
  • Funds from the sales of park admissions, membership products, attractions and other offerings are accurately accounted for.
  • Sales goals are communicated to and attained by staff.
  • Staff present an exceptionally high level of service and appearance.
• Provide coaching and performance feedback to the guest service coordinators and leads.
• Hire, develop and manage a staffing schedule that allows for the flexible deployment of resources throughout the guest experience division based on future revenue goals and evolving operational priorities.
• Work with the human resources and belonging department on strategic recruiting with community partners, careers fairs and the city of Denver’s youth employment summer program.
• Assure staff compliance with department Standard Operating Procedures (SOPs) and identify opportunities to improve procedures as needed.
• Manage Denver Zoo’s credit card processing system and reconciliation of credit cards.
• Manage Denver Zoo’s cash processing and cash reconciliation.
• Remain knowledgeable about and ensures compliance with all regulations regarding employment and safety.
• Conduct annual staff performance evaluations with the operations managers, coordinators and leads.
• Cross-train with guest services coordinators on major duties to assist in their absence.

Priority 2 – Service Recovery

• Address guest concerns to find solutions to enhance guest experience.
• Assist with escalated guest service issues by deescalating, recovering, and resolving concerns.

Priority 3 – Communication and Collaboration

• Work proactively to problem solve with supervisors, staff, and guests through in person, email and phone conversations and meetings.
• Maintains open communication with appropriate staff in various departments for hand off information regarding programs, events and projects.
• Serve on committees and projects as requested.

Other Duties and Responsibilities

• Maintain awareness of trends in guest services, admission sales, point of sale processes and procedures. Other assistance, as designated by the Director Guest Services and Earned Revenue, to support the overall goals of the department and organization.  Denver Zoo retains the right to add or change duties and/or responsibilities at any time.
• Provide oversight to full-time, part-time, and seasonal staff members in the Guest Experience Division. Setting goals for performance and deadlines in ways that comply with the zoo’s mission and values. Organizing workflow and ensuring that employees understand their duties or delegated tasks. Monitoring employee productivity and providing constructive feedback and coaching.
• Guarantee precise accounting and effective management of all guest revenue funds Acts as a good steward of Denver Zoo’s resources.
• The nature of this position requires safeguarding against the release of confidential and proprietary information of Denver Zoo.
• This position will have a significant level of interaction with managers at all levels and staff members across the organization, in addition to members of external organi