26-Mar-2024

Supervisor, Admissions

2651BR

Seasonal

Job Function and Responsibilities

Just imagine: 216 acres in a beautiful park-like setting, with amazing stops along the way, to see any number of nature's wonders. Whether that be iconic North American animals at Great Bear Wilderness, jumping into the jungle at Tropic World to meet our new silverback gorilla, or taking in a super spectacular dolphin show at the Dolphinarium. Brookfield Zoo has been a remarkable destination since 1934 and the Chicago Zoological Society has been an international leader with our cutting edge role in animal care and conservation.

The Supervisor, Admissions (seasonal) contributes to the success of Brookfield Zoo Chicago ("BZC") by assisting in the management of the daily operations of the Admissions area and ensuring crew members are friendly, approachable, and provide exceptional customer service to zoo guests to assure guests have a quality and enjoyable experience, thus contributing to BZC's goals of providing an extraordinary guest experience and generating revenue to contribute BZC's overall revenue goals.

PRIMARY JOB DUTIES AND RESPONSIBILITIES:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

1. *Provide assistance and directions to guests, including effectively resolving guest complaints and escalating to managers as needed. Maintain effective communications among various managers, crew and guests. Respond to Admissions phone and email inquiries.
2. *Assist in the supervision of the daily operations to maintain proper levels of guest satisfaction through training, as well as compliance with BZC policies and departmental standards and procedures. Report employee performance issues and operational concerns to managers.
3. *Responsible for opening Admissions office. Monitor and adjust staffing levels as needed. Ensure locations are stocked with supplies and are clean and presentable. Ensure appropriate signage is displayed. Ensure front-line supervisors and staff have information needed for the day.
4. *Responsible for closing Admissions office. Ensure employees at all locations have been counted out and the money bags are in process to Cash Control. If money variances are reported by supervisors, investigate problems and address as needed. Ensure information needed for next day is distributed and ready.
5. *Train crew on departmental procedures, including customer service, cash handling, upselling internal attractions, memberships and other initiatives as instructed. Monitor crew member performance and ensure they are following established procedures. Mentor crew members for growth and development.
6. *Train new section supervisors on supervisor procedures, such as closing registers and counting out, assigning breaks, processing refunds, running reports and other location-specific items. Mentor new supervisors on conflict resolution, delegation, daily operations, and other items as needed.
7. *Assist in reconciling cash register transactions ('counting out') for all crew and perform spot checks to ensure performance complies with departmental standards. Perform audits on cash handling and customer service to ensure assigned crew is following established procedures and meeting departmental standards.
8. *Ensure functionality of rental equipment (wheelchairs, ECVs, wagons, strollers) and POS hardware (registers and ticket printers). Notify appropriate department and managers of any issues, if necessary.
9. *Create and maintain spreadsheets for departmental use, including attendance breakdowns, rental reservations, rental sales, and other spreadsheets as needed. Run reports to generate revenue and attendance totals for rentals (wheelchairs, ECVs, wagons, strollers), internal attractions, general admission, parking, and membership sales. Monitor front-line employee performance to ensure items are rung into the register correctly.
10. *Process requests for advanced tickets, including internal department orders and external orders via phone. Process exchanges and refunds of online ticketing orders.
11. *Perform front-line duties during off-season or as needed to facilitate a great guest experience. Collect revenue and promote admission, parking, membership sales, internal attractions, other initiatives as instructed, and rentals in an effort to upsell and maximize the guest experience.
12. *Provide backup support for the Guest Services Attractions department on occasion by operating the Carousel or other rides in a safe manner following established procedures, including: performing and maintaining daily operational checklist, performing safety checks and messages and providing the access control function.
13. Other related duties as assigned.

* Denotes Essential Job Functions

Position Requirements and Specifications

This is a temporary position. The starting wage: $17.00/hr.

POSITION REQUIREMENTS AND SPECIFICATIONS:

• One year of customer service-related work experience required.
• One year of supervisory experience required.
• Ability to operate a POS system accurately and efficiently.
• Accurate basic math skills required.
• Intermediate computer skills required.
• Strong customer service skills.
• Ability to work effectively under pressure and meet critical deadlines.
• Ability to effectively resolve guest and employee relation issues.
• Ability to handle multiple tasks required.
• Ability to work with little supervision required.
• Ability to communicate effectively with all audiences required.
• Experience and/or ability to work and interact effectively with a diverse, multicultural audience.

DESIRABLE/PREFERRED QUALIFICATIONS:

• High School graduate or (GED) equivalent preferred.
• Experience with Microsoft Outlook, Word and Excel, or equivalent preferred.
• Multilingual ability, Spanish fluency a plus.

It may be necessary to board buses or walk traffic lanes in order to obtain attendance counts and/or collect parking fees.

Additional Information

Brookfield Zoo Chicago is an Equal Opportunity Employer.

Schedule Details

Brookfield Zoo is open every day of the year including weekends and holidays. We are seeking individuals that are able to work a flexible schedule that would include working weekend days (when we are busiest) as well as regular week days. The work shifts are usually from 4 to 8 hours in length generally during the hours that Brookfield Zoo is open. The work schedule may start as early as 8:00 a.m. and end as late as 7:00 p.m. (10:00 p.m. on weekends and for special events).

Job Location

Chicago Zoological Society-Brookfield Zoo

Zip Code

60513

Department

Admissions

Group

Guest Services

Union Status

Non-Union