Admissions Branch Manager

NC Zoo

Posted: April 5, 2021
Views: 44

Primary Purpose of this Position:
The North Carolina Zoo is seeking a driven and hospitality minded Admissions Branch Manager to be a part of the Guest Services team to provide leadership and delivery of a world class guest experience. This position serves our members and guests by overseeing admissions operations, planning and implementing ticketing strategies, improving systems and processes and managing a team of full time, seasonal and volunteer team members.

Key Responsibilities:

  • Daily Operation of the admissions branch including personnel management, staff scheduling, system support, cash management and budgetary controls.
  • Supervises 4 full time, 20 + temporary positions as well as supervision of volunteer Zoo host and Guest Services weekend reception program.
  • Promotes a culture of world class customer service providing expectations, training and coaching to team members with a focus on providing memorable experience for Zoo members and guests as well as effective methods for guest recovery.
  • Greets guests. Works queuing lines to assist with heavy visitation, groups and/or schools entering park. Answers guests’ questions regarding Zoo amenities, rentals, programs, operating hours, membership, exhibits and how best to visit the zoo, etc. with patience, tact and courtesy
  • Responds to guest complaints with patience, tact and courtesy; clarifies guest complaint; selects and explains to guest the best service recovery solution available; initiates and/or provides service recovery solution; considers all suggestions for improved service delivery and implements changes as necessary.
  • System support for the Zoo’s Point of Sale and Online Ticketing and Reservations platforms.
  • System maintenance and data entry to ensure up to date customer records in the Zoo’s Point of Sale System.
  • Collaborates with Zoo IT and Business Management Divisions as well as outside vendors for administration of the Zoo’s Point of Sale and Advance Ticket and Reservation systems.
  • Collaborates with the North Carolina Zoo Society to ensure continuity in admission procedures and member experience for Family and Corporate Members as well as tours and other programs.
  • Collaborates with Zoo’s Advance Ticket and Reservations department to ensure continuity in admission procedures and guest experience for groups, schools and those that purchase advance tickets.
  • Collaborates with the Zoo’s Finance Department to ensure proper cash management procedures are in place and followed by all cashiers.
  • Works a rotating schedule along with full time staff including weekends and holidays to ensure adequate supervisory coverage for the Admissions Branch.
  • Tracks Zoo attendance through a variety of reports that are communicated to Business and Marketing departments on a regular basis.

 Job Requirements:

  • Must be able to work at rotating schedule that includes both weekends and holidays.
  • Ability to walk and stand for long periods of time in all types of weather. Work is both outside and indoors.
  • Must be able to exert up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Primary Purpose of the Organizational Unit
The North Carolina Zoo exists for the enjoyment, education and inspiration of all our citizens and visitors. The mission of the zoo is to encourage the understanding of and commitment to the conservation of the world’s wildlife and wild places through the recognition of the interdependence of people and nature. The Zoo conserves and protects representative examples of natural beauty, endangered and threatened plant and animal species and ecological features of the North American and African regions it represents.

The Zoo’s Guest Services Section is unique within state government in that it must operate more in the mode of public enterprise than the traditional government entity. It is the revenue producing and collection element of the zoo, its operations provide direct services and interactions with guests.   This section also coordinates with the day-to-day operations with the Zoo Society and the Zoo’s food services contractor. Guest Services operations include the Admissions Branch, Environmental Services Branch, Transportation Branch, and Entertainment Branch. This section’s front-line operations serve in excess of 900,000 members and guests annually and produces as well as collects the major portion of operating funds for the zoo. Its operations are highly visible and are of moderate difficulty and complexity.

The Admissions Branch supports DNCR and the Zoo by recognizing that entry is an important part and often first part of the guest experience. The operation manages two main entry gates, on-line and on-site ticket sales and admissions for $3.5 million each fiscal year for the zoo. Staff in this branch are charged to provide ticketing, admission and guest information services, guest relations and service recovery to the zoo’s annual 900,000+ guests in a manner consistent with the environment of the zoo as a tourism destination and accredited institution. Branch operations are an integral part of the zoo’s strategic and operational planning.

 

Knowledge, Skills and Abilities / Competencies

**To receive credit, all experience must be included in the work history sections.  Any information omitted from the application but included in the resume will not be considered for qualifying credit.**

  • Demonstrated experience with NCR Counterpoint or a similar point of sale system (POS).
  • Demonstrated experience with oversite of cash management procedures.
  • Demonstrated working experience as a lead worker and/or supervisor.
  • Proven excellent written and oral communication skills with the ability to modify delivery, language, or material to account for the characteristics and needs of the audience.
  • Demonstrated skills with computers including Microsoft Word, Excel, and Outlook.
  • Must be able to work in rotating schedule that includes both weekends and holidays.
  • Ability to walk and stand for long periods of time in all types of weather. Work is both outside and indoors.
  • Must be able to exert up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Proven ability to work independently to exercise a wide range of decision-making and judgment.
  • Proven skills to establish and maintain effective working relationships with employees, volunteers, coworkers and vendors.

Management Preferences:

  • Bachelor’s degree in Business, Marketing or related field.
  • Five or more years supervisory experience in Ticketing, Admissions and/or Reservations at an attraction, public assembly facility or similar hospitality or tourism related venue.
  • Demonstrated experience with Outbound or a similar online ticketing and reservation platform.

 

 

Minimum Education and Experience Requirements

High school diploma or General Educational Development (GED) diploma and four years of progressively responsible administrative/office management experience, including one year as a lead worker; or equivalent combination of education and experience.

Supplemental and Contact Information

 

The Department of Natural and Cultural Resources (DNCR) selects applicants for employment based on required education and experience and job-related knowledge, skills, and abilities without regard to race, religion, color, national origin, sex, pregnancy, gender identity or expression, sexual orientation, age (40 or older), disability, National Guard or veteran status, genetic information, political affiliation or political influence.

Please be sure to complete the application in full. Resumes may be uploaded with your application, but will not be accepted in lieu of a fully completed application and will not be considered for qualifying credit.  “See Resume” or “See Attachment” will NOT be accepted.

Degrees must be received from appropriately accredited institutions.  Transcripts, and degree evaluations may be uploaded with your application.

To obtain veterans preference, you must scan and upload a copy of your DD-214 or discharge orders.

Technical issues submitting your application, please call the NeoGov Help Line at 855-524-5627.

Applicants requesting and receiving an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax.  Please call the human resources office for assistance.

If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 5:00 PM on the closing date.

Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are “Under Review” and will be screened by Human Resources for the qualified applicants. The hiring process may take an average of 6 – 8 weeks.

It is the policy of the State of North Carolina and the N.C. Department of Natural and Cultural Resources that all employees provide proof of employment eligibility (immigration and naturalization) on the first day of employment.   We participate in E-Verify (Employment Eligibility Verification System).

CONTACT INFORMATION: 
N.C. Department of Natural and Cultural Resources
Division of Human Resources
4603 Mail Service Center
Raleigh, NC 27699-4603
Phone:  919-814-6670