Visitor Services Events Coordinator

Position Title: Visitor Services Events Coordinator

Department: Visitor Services

Mission:

Connect people to wildlife, inspiring communities to conserve nature for future generations.

Purpose:

This position is primarily responsible for assisting the Visitor Services Manager with evening operations of the Zoo to ensure a unique, engaging, and entertaining experience to all our guests, and is responsible for providing exemplary service throughout the Pittsburgh Zoo & Aquarium in a professional and courteous manner. The position will also support daytime operations, as needed, as part of the Visitor Services supervisory team. Direct reports include seasonal staff comprised of park operations, parking lot attendants, cashiers, and evening event staff.  

essential job functions:

• Position will primarily manage evening events where Visitor Services presence is required including but not limited to, Asian Lantern Festival, Zoo Lights, other evening/after-hours ticketed events, as well as other Special Events and Community Events throughout the year.   
• Monitors admissions area during events to ensure they have adequate cash available and are staffed appropriately.   

• Weekend/evening administration of register closeout and cash handling/management in coordination with the cash office to ensure a safe deposit. 
• Coordinate the set up and break down of ticketed events, such as Asian Lanterns and Zoo Lights, to ensure a smooth and seamless visitor experience. 
• In conjunction with Admissions Supervisor and Special Events team, ensure proper staffing of after-hours events where Visitor Services is requested.  
• Under the direction of the Visitor Services Manager, coordinate J-1 International Student Seasonal Worker Program to include selection, hiring, orientation, training, housing, transport and other needs to ensure a successful experience for the students and the zoo. 
• Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout the Zoo. 

• Effectively communicate and interact with departments, volunteers, and third-party groups and vendors.  
• Know and be able to implement procedures for emergencies within the Zoo coordinating with the senior supervisor and other key leadership positions as deemed appropriate.  
• Resolves conflicts and evaluates staff members for areas of improvement. 
• Educate, engage and empower staff members to reduce turnover and increase retention. 
• Inspects the Zoo grounds to ensure the facility is clean, safe and presented to the highest of standards. 

• Meets and greets guests and groups at admissions area when required. 
• Assists group sales and special events staff as necessary. 
• Be proficient with all equipment used by the department staff including but not limited to the receptionist switchboard, tram ride operation, VR attraction Operations, Admissions Operations and Altru software, and providing the maintenance staff with trouble shooting information when needed. 

Support Responsibilities:

• Assists in the daily functioning of Admissions gates and park operations in coordination with Admissions Supervisor, Visitor Engagement Supervisor, and Visitor Services Manager. 

• Function where needed in off season hours including value-added attractions, reception, and admissions. 
• Assist in orientation and training of new hires. 

Shared Responsibilities:

• Interact daily with Zoo visitors, providing information and answering questions while serving as an initial contact to resolve complaints and problems. 
• Encourages and maintains good employee relations throughout the zoo. 

• Participates in meetings with department staff and assists in coordination of staff schedules. 
• Act as point of contact in First Aid calls throughout the Zoo in coordination with the Visitor Services management team and on site EMT and administer first aid as needed. 
• Assist in the documentation of all Visitor Services Functions including emergency procedures. 

OTHER FUNCTIONS:

• Manages projects when assigned;   
• Performs other related duties as required. 

Performance factors:

1. Attendance and Dependability:  The employee can be depended on to report to work at the scheduled time and is seldom absent from work.  Employee can be depended upon to complete work in a timely, accurate and thorough manner and is conscientious about assignments. 
2. Communication and Contact:  The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the Zoological Society. 
3. Relationships with Others:  The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the Zoological Society.  Exhibits a professional manner in dealing with others and works to maintain constructive working relationships. 
4. Provides excellent customer service in the areas of guest relations and park beautification: 

• Answers visitor inquiries or finds someone who can;  
• Is knowledgeable of location of exhibits, restrooms, concessions, rentals, etc. 
• Disposes of litter and waste throughout the park and zoo facilities. 

Education/Experience/Knowledge/Skills:

Must have a high school diploma or equivalent and a minimum of three years visitor services experience.  Must be CPR certified and or become certified within the probationary period, have a negative TB test result, possess excellent verbal and written communication skills, the ability to do multiple tasks, work in a fast-paced environment and have the ability to work within a diverse atmosphere while enhancing the employee and guest experiences. 

Physical Requirements:

1. Manual dexterity to operate office machinery such as personal computer, telephone, facsimile machine, copier, calculator, etc.  Ability to walk and stand for extended periods.  Ability to operate a variety of zoo attractions. 
2. Position has both sedentary and active components, working in an office setting, walking the zoo grounds and operating attractions. 
3. Must be able to work evenings, weekends and holidays. 
4. Due to the nature of this position, time off requests will not be accepted during the run of the Asian Lantern Festival or Zoo Lights.  

Submit resume and cover letter:

email HR@pittsburghzoo.org

EOE