Guest Relations Supervisor - Zoombezi Bay Guest ...

Empowering People. Saving Wildlife.Join the Columbus Zoo Family of Parks as a Guest Relations Supervisor at Zoombezi Bay! In this role, you’ll lead the daily operations of admissions, guest services, and rentals, ensuring an exceptional experience for every guest while supporting a dynamic team and seasonal programs.Supervises the daily operations of Zoombezi Bay Admissions, Guest services and RentalsGuest Experience & Service LeadershipSupervises the staff, systems, and programs offered by the Guest Services operation of Zoombezi Bay.Ensure guests receive exceptional service by addressing needs promptly and maintaining a positive, welcoming environment.Ensures that Zoombezi Bay policies, procedures, and service philosophy are adhered to.Supervises and champions the guest service standards, Make it GREAT program property-wide.Operational Oversight & SchedulingSupervises the daily operations of the department at Zoombezi Bay including ticketing, access control, remote kiosks, and guests exiting.Approves and reports on department payroll and scheduling daily.Take measures to control labor costs, adjusts schedule and staff as needed.Responsible for weekly schedules of over 150 employees in season.Oversees daily and weekly system processes to ensure completion and provides status reports to leadership.Controls and tracks inventory supplies adhering to department budgets and makes supply recommendations to Leadership.Training & Staff DevelopmentProvides oversight and guidance to staff responsible for developing and delivering departmental training, ensuring programs are implemented effectively and meet organizational standards.Serves as key trainer for new hires, re-hires, and new program rollouts.Assists in monitoring and supervising employee performance, attendance, appearance, attitude, and leadership ability.Supervises employee relations programs, employee contests, newsletters, updates, and internal communications.Collaboration & Special ProjectsSupports Guest Relations Manager in all onboarding aspects including recruiting, hiring, orientations, training, and scheduling communications.Supports all functions of Zoombezi Bay Front Gate operations in preparation of opening the waterpark each season.Supervises and assists with any special events set-up related to Guest Relations, Ticketing, Parking areas, and Ambassadors to Zoombezi Bay.Supervises the school group booking and operations program including teacher communications, staffing plans, and attendance forecasts for school days at the Zoo.Assist with supervising and maintaining the Zoompass program including in-park marketing, daily operations, sales, and reporting.Provides guidance to Call Center Coordinator regarding Zoombezi Bay daily operations and policies.Assist and provide input in writing and updating standard operating procedures, training manuals, and department communication pieces.Performs manager-on-duty roles at both Zoo and Zoombezi Bay properties.Fills in for Guest Relations Supervisor - Zoo Guest Services & Call Center as needed.Performs all duties of seasonal personnel as needed.Implements sustainable practices in daily tasks whenever possible.Constantly strives to further the mission of the organization and avidly supports the Columbus Zoo Family of Parks.Performs other duties as assigned.Education & ExperienceHigh school diploma or equivalent required.B.A. or B.S. in business management or related field or equivalent years of experience required.1 year of experience in customer service leadership or supervisory function required.1 year of experience working with a ticketing system such as Accesso or similar system.1 year of experience with a scheduling system such as Jolt, When I Work, or Hot Schedules, or similar preferred.Communication & Leadership SkillsAbility to work effectively in a fast-paced environment while remaining calm and professional in stressful situations.Ability to positively relate to guests and resolve guest-related issues.Ability to communicate well verbally, in writing, and electronic platforms is required.Ability to provide excellent guest service by positively interacting with guests and upholding the guest service standards required.Ability to develop and maintain cooperative working relationships with all team members and contacts regarding company business required.Operational & Compliance RequirementsAbility to plan and organize work in an efficient and cost-effective manner without direct supervision is required.Ability to work a flexible schedule including evenings, weekends, and holidays required.Ability to adhere to standard operating procedures including but not limited to safety protocols required.Possession of a valid state-issued motor vehicle operator’s license and a good driving record required.Ability to adhere to the Columbus Zoo Family of Parks drug-free workplace policy including but not limited to pre-employment, random, post-accident, reasonable suspicion, and follow-up treatment required.Ability to successfully complete a criminal history background check required.

Created: 2025-10-20