Assistant Mgr, Attractions & Support (Seasonal)

Since Brookfield Zoo opened its doors to the public in 1934, the Chicago Zoological Society has had a legacy of educating the public about animal care and conservation of the natural world. The Society inspires and engages children, students, teachers, and others among the general public to make a positive impact on the natural world around them. From protecting regional wilderness to creating environmental stewardship through zoo interactions and educational opportunities, from guiding future scientists to pioneering global conservation efforts, the Society sits at the apex of care for animals and their habitats. The Attractions and Support Team support these efforts by providing a narrated guided tour educating our guests about our animal collection and conservation mission, welcoming guests to our gorgeous hand-carved wooden carousel offering a diverse selection of 72 animals including some representing highly endangered animals from around the world and managing the popular and world-famous Mold-a-Ramas!
The Assistant Manager, Guest Services Attractions and Support (seasonal) contributes to the success of the Chicago Zoological Society through direction of day-to-day operation of Motor Safari, Carousel and other attractions to contribute to the Society's goals of providing an extraordinary guest experience and financial sustainability. Assists in the management of programs for switchboard, mail, Mold-A-Rama and Uniform Room. Provides additional support for other Guest Services functions as required.
Primary duties and responsibilities:

• Assists in managing Employee and Volunteer Uniform Room. Monitors inventory and works with Purchasing to ensure adequate stock.
• Supports Mold-A-Rama program by ensuring machines are filled on a regular basis, reporting any equipment issues to vendor and maintaining a good working relationship with vendor. Works with other third-party vendors as needed, such as Kaman's Art, photo booths and penny presses.
• Partners with the Admissions Department to perform access control functions. Processes ticket sales during the off season or in times when Admissions is short-staffed. Includes training staff on access control procedures and established cash handling and point-of-sale procedures. Performs front-line functions as needed.
• Assists in developing annual staffing plan that supports budgetary goals and ensures adequate coverage of all areas of the operation. In coordination with Manager and Human Resources, identifies staffing needs, interviews and selects appropriate candidates. Maintains documentation of required training. Provides coaching and direct supervision to up to 45 seasonal staff members. Assists Manager in conducting accurate and timely performance appraisals.
• Assists in managing switchboard and mail programs. Ensure phone calls are being answered quickly and efficiently, and correct information is being disseminated. Ensure Society mail is processed according to procedures outlined by the U.S. Postal Service and private shipping companies. Ensure procedures are kept up to date. Review and approve Outlook appointments for South Gate gate list. Ensure copies are provided to South Gate and Reception.
• Other related duties as assigned.
• Assists in monitoring financial performance of operations and implements corrective action in controllable areas, such as labor, to maintain budgeted expenses. Tracks labor use by business unit and submits recommended expenses for annual budget.
• Assists in gathering and making appropriate information available to update scripts and works with seasonal staff to develop unique, accurate, and informative narrations. Seeks assistance from Animal Care & Programs, Development, Education, & Community Engagement, SSA Group and other Society departments as needed.
• Under the direction the Manager, Guest Services Attractions and Support (“Manager”), assists in the day-to-day management and supervision of Switchboard, Motor Safari, Carousel, and other attraction operations to provide exceptional guest service. Coordinates with other Society departments such as Marketing & Communications, Development, and SSA Events to support non-revenue programs and off-hours events. Ensures trams, buses, hay carts, Carousel and other equipment are maintained and accessible. Ensures all equipment is being regularly cleaned, as needed, and communicates equipment issues to the appropriate department. Establishes routes for safe Motor Safari operation based on accessibility of roads and exhibits to achieve the best possible experience for zoo and event guests.
• Assists in the development and implementation of department training programs to reinforce established service and safety standards and procedures. Includes detailed safety checklists and adequate training for the Carousel, monitoring of staff driving skills and adherence to driving and safety rules, and monitoring and coaching staff narrations. Directs the training and supervision of staff members, including observation, evaluation, recognition, corrective action, and performance appraisals, as appropriate. Assures compliance with Society policies and procedures, department protocols, government job safety regulations, and employment laws. Evaluates current protocols and recommends new procedures and modifications as necessary.

This is a temporary (seasonal) position. Starting wage: $20.98 per hour.

The requirements for this position include the following:

• Must be at least 18 years of age.
• Must be flexible, able to work effectively under pressure and meet critical deadlines.
• Ability to handle multiple tasks required.
• Valid driver's license required at time of hire. Illinois residents must possess a valid Illinois driver's license or obtain one within 90 days of hire. Valid out-of-state driver's license is required for out-of-state residents.
• Excellent organizational, decision-making, and problem-solving skills.
• Cultural competency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.
• High School graduate or (GED) equivalent required.
• English fluency at a professional working proficiency.
• One-year experience in a supervisory capacity.
• Three years' experience in a customer service position required.
• Strong leadership, communications, and interpersonal skills.
• Proficiency in Microsoft Word, Excel and Outlook, or equivalent.

Preferred Qualifications:

• Multilingual ability, Spanish fluency a plus.
• Experience driving and transporting people preferred.
• Experience developing and giving tours preferred.
• Experience in a nonprofit or similar environment a plus.
• Experience training staff a plus.

Additional Information: This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform. This seasonal, temporary position requires a high level of customer service. Must be flexible and able to work in a fast-paced work environment. Requires a responsible and tactful individual who is able to interact effectively with diverse audiences at all levels. Incumbent must have the ability to learn and adhere to Society policies and departmental procedures and standards. Must be able to work effectively under pressure, meet critical deadlines, and adhere to the Society's high standards. Must represent the Society in a professional manner at all times. The ability to work non-standard hours including evenings, holidays, and weekends is required.

The Chicago Zoological Society is an Equal Opportunity Employer.
Workplace safety is the Chicago Zoological Society’s top priority. We require all employees to be fully vaccinated for COVID-19 unless they request and receive a religious or medical exemption. New hires must have at least received their first vaccine dose prior to their start date. (Updated 9/16/22)

As Brookfield Zoo is open 365 days a year, this position highly prefers flexible availability to work week days and/or weekends during the hours the Zoo is open. Zoo hours are generally 10:00 a.m. to 5:00 p.m. (Monday-Friday) and to 6:00 p.m. (Weekends.) During special events, the Zoo may be open until 9:00/10:00 p.m. This position generally requires flexible availability to work non-standard hours including evenings, holidays, and weekends.

Chicago Zoological Society-Brookfield Zoo

60513

Guest Operations

Non-Union

Any 5 out of 7 days/week