Senior Manager of Guest Operations

National Aviary

https://www.aviary.org

Website National Aviary

Reports to: Director of Animal Programs  and Experiences
Status: Exempt, Full-time
Department: Guest Operations
Date: April 2021

SUMMARY/OBJECTIVE:

The Senior Manager of Guest Operations is responsible for delivering an uncompromising focus on guest experience while growing a financially sustainable business and earned revenue operation at the National Aviary. As the manager responsible for all front of house and sales operations, this position oversees admissions, bookings, group sales, and retail. The Senior Manager of Guest Operations also serves as the primary manager of the National Aviary’s point of sale (POS) and eCommerce systems. This position creatively and collaboratively develops new approaches to sales operations and is responsible for maintaining the highest possible level of customer service, ensuring that visitors feel valued and have the opportunity to enhance their National Aviary experience from the moment they walk in to the moment they leave. The Senior Manager of Guest Operations oversees the visitor services, retail operations and sales operations.  This position reports to the Director of Animal Programs and Experiences.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Develops and implements strategies for elevating customer service across all aspects of a visitor’s time at the National Aviary.
  • Develops and implements strategies for increasing revenues through optimizing admission sales, daily program sales, group sales, bookings, and gift shop.  Executes strategy and effectively leads team members in these efforts.
  • Responsible for meeting or exceeding earned revenue goals for the organization in admissions, group sales, education bookings, encounters, other  program bookings and retail operations.
  • Conducts daily and as needed facility inspection walkthroughs to ensure guest satisfaction and safety, facility cleanliness and that all signage and displays and information areas are properly stocked.
  • Works proactively with facilities and other departments to ensure the highest standards and quality visitor experience.
  • Responsible for overall management of the visitor services, group sales, and gift shop budgets, including oversight of front line staff scheduling and payroll.
  • Continuously analyzes and optimizes the National Aviary’s use of its POS and eCommerce systems to create seamless onsite and virtual purchasing opportunities for customers and clear reporting and data for National Aviary staff.
  • Ensures efficiencies in all admission and bookings processes, implementing technology and other initiatives to streamline operations.
  • Works directly with the Curator of Education and Public Programs and the Director of Animal Programs and Experiences to implement strategies to increase general visitation, school programs (including CyBIRD virtual learning), onsite and offsite public programs, and group programs.
  • Explores ways to grow incremental revenues from guests that also enhance the National Aviary’s mission and guest experience. This includes but is not limited to, ticketed promotions, membership promotions, and booking promotions.
  • Establishes strategic goals and direction for the Visitor Services Department in the pursuit of maximizing gift shop merchandise and other auxiliary revenue streams.
  • Oversees the Visitor Services admissions department and ensures that the department provides top-tier customer service and maximizes upselling of products such as encounters and shows.
  • Monitors attendance and revenue reports generated from direct reports and makes operational recommendations to grow revenues.
  • Responsible for implementing and maintaining high standards of customer service through (a) regular coaching of all visitor-facing personnel and (b) regular, ongoing training and development sessions.
  • Manages relationships with tour operators, corporations, hotels, adult groups and organizations, and individual customers to support a high level of customer service, an optimum experience from the point of contact through the visit and beyond, and to support sales growth over time.
  • Oversees recruitment and selection of departmental personnel.
  • Collaborates with the Marketing Department actively seeking marketing opportunities to increase admissions, retail sales, and program bookings at the National Aviary.
  • Fosters a positive, energetic, enthusiastic, entrepreneurial spirit within the department.
  • Serves as a Responsible Party; adheres to all National Aviary policies and protocols

Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITIES:

The Senior Manager of Guest Operations supervises personnel in guest operations, sales, visitor services, and retail operations.

SKILLS AND QUALIFICATIONS:

  • Demonstrated ability to problem solve.
  • Excellent skills in customer service and problem solving.
  • Ability to manage department budget; experience in budgetary and financial management.
  • Demonstrated ability to achieve revenue goals.
  • Excellent written and oral communication skills, positive and professional appearance.
  • Strategic thinking skills
  • Ability to exercise sound judgment in various situations.
  • Ability to assess and prioritize multiple tasks and demands
  • Ability to garner support for new initiatives and implementation plans
  • Ability to interact with visitors and colleagues in a highly professional, respectful and responsive manner
  • Highly detail-oriented and self-motivated with strong work ethic; accustomed to working in a team environment
  • Proficiency in Microsoft office, especially Excel, database management, and POS applications.
  • Initiative, results oriented, goal oriented.

EDUCATION AND/OR EXPERIENCE:

  • Undergraduate Degree in Communications, Business, Education, or related fields or equivalent professional experience related to this job.
  • Minimum of 2 years experience in customer relationship management systems and processes

OTHER REQUIREMENTS:

  • Satisfactory Pennsylvania State Police Criminal Record Check and Child Abuse History Certification
  • Satisfactory FBI Criminal Record Check
  • Valid Driver’s License and ability to pass Department of Motor Vehicles check

PHYSICAL DEMANDS:

While performing the duties of this job, the employee constantly operates a computer and telephone and occasionally moves about the office to access file cabinets, office equipment, etc.

WORK ENVIRONMENT:

Work environments will include climate-controlled office spaces and public areas where the noise level may be loud.

POSITION TYPE/ EXPECTED HOURS OF WORK.

This is a full-time position.  The candidate must be able to work on weekdays, weekends, holidays and in the evening as job duties demand.

To apply for this job please visit www.aviary.org.