Visitor Experience Coordinator (Full-Time)

Cincinnati Zoo
life insurance, paid time off, 401(k)
United States, Ohio, Cincinnati
3400 Vine Street (Show on map)
Mar 21, 2025
The Visitor Experience Team is looking for a visitor-focused leader to assist in creating the best visitor experience in the nation, through the day-to-day park operations at the Cincinnati Zoo & Botanical Garden. This position will help to strategize new programs and procedures and will ensure those are implemented among the front-line staff of the Visitor Experience Team. Position Summary: This highly collaborative role involves working across departments to meet visitor expectations while ensuring a safe and enjoyable environment for staff. Responsibilities include the oversight and support of daily operations across the Zoo, as well as the training efforts for our front-line staff (of up to 200 employees). This position also focuses on enhancing the visitor experience by streamlining operations, adapting to challenges, and coaching staff to deliver exceptional service. Key Responsibilities by Area of Focus (time allocation varies by season): Daily Visitor Experience Operations - 70% Oversee the daily operations of the Visitor Experience team serving as on-duty leader at least twice a week. Oversee the planning, development, and operation of the Lot, Turnstiles, Ticketing, Welcome Center, and Face Paint teams. Advocate for guests, ensuring smooth daily operations and adapting to challenges to enhance their experience. Motivate, coach, and train staff to perform their duties to the best of their abilities and promote overall best visitor experience. Assist in leading team meetings and promotion cycle of the part-time leadership team. Assist in oversight of visitor experience programs, working closely with the Managers of Visitor Experience to strategize, evolve and implement new programs and procedures within the Visitor Experience team to help create the best visitor experience for all visitors. Assist in monitoring cash control procedures to ensure compliance across all areas: proactively work with management team in collaboration with Cash Control team to review issues and update procedure as necessary for POS and back-office processing. Team Leadership & Training - 30% Along with the Senior Manager, assist with developing a training program and training materials, including training outlines, PowerPoints, checklists, and training guides for all Visitor Experience positions. Work collaboratively with department leadership to oversee the execution of the team roll call. Responsible for developing & leading seasonal training for the Visitor Experience department, from planning to execution for class sizes of up to 100 people. As the department and team evolves, some of these responsibilities will change and others may be added. Successful candidates will demonstrate the following leadership attributes: You Model the example for others to follow; You Inspire others to work towards an exciting future and shared vision; You Challenge yourself and others to look for innovative ways to improve the organization; You Foster collaboration and trust and build spirited teams; You Recognize contributions and celebrate accomplishments. Working Conditions: This position requires a dynamic, continual presence out on Zoo grounds, and may consist of walking 2 or more miles per day. While performing the duties of the job, the incumbent is regularly required to stand, walk, and utilize manual dexterity to use computer mouse and keyboard. The incumbent may be exposed to outside weather conditions and must be able to lift/move/carry up to 50 pounds without assistance. Ability to work a flexible schedule (including holidays, weekends and evenings) is required. Must have and maintain a valid driver's license and be insurable through the Zoo's carrier. Qualifications & Experience : Equivalent combinations of education and experience will be considered. Two years of related experience, including a year of supervisor/coaching experience. College degree desirable Must have excellent interpersonal and customer service skills! Cash handling and budget control experience preferred. Working knowledge of ticketing systems desired, but not required Proficiency with Microsoft software programs and the ability learn new programs & tasks Detail-oriented, with excellent organizational & communication skills Self-starter with demonstrated initiative and excellent follow-through The ideal candidate will display a positive attitude and energy and demonstrate the following attributes: must hold self to high standards and treat others with respect; ability to work well with staff, volunteers, Zoo donors and prospects, as well as the general public. Possess excellent ability to develop and sustain effective working relationships within an organization; superior interpersonal skills; ability to work with diverse personalities; tactful; mature; flexible. Be timely and reliable in attendance and performance. Have a demonstrated affinity for the Core Values & Mission of the Cincinnati Zoo & Botanical Garden Position Details and Zoo Benefits: This position is full-time, overtime-exempt, and is eligible for the Zoo's benefit programs for non-union employees. We offer a comprehensive benefits package in support of our employees' Total Well-Being including affordable medical, dental & vision coverage; free mental health counseling and coaching, 401(k) plan with company match; flexible spending accounts; generous paid time off banks; company-paid disability & life insurance; park discounts and free passes. To apply for this position: Cover letter and resume should be attached to your online application.