Guest Services Supervisor - Admissions

Tulsa Zoo Management, Inc.

Your Role: Guest Services Supervisor - Admissions

Your Manager: Director of Guest Services

Your Pay Structure (FLSA Status): Full-time, salary/exempt

Safety Sensitive: This is a safety-sensitive position.  Regardless of whether you are a medical marijuana licensee, you must receive a negative result on a 10-panel, pre-placement drug screening to include THC, prior to beginning work.

The Zoo

Tulsa Zoo Management, Inc. (TZMI) is a nonprofit organization driven by our mission of Connecting, Caring, Advocating for Wildlife, People, and Wild Places.  From trumpeting elephants to squawking parrots, each member of our team is integral to the success of the Zoo as Green Country’s largest paid daily attraction.  At Tulsa Zoo, the IDEA is a zoo for all. We are committed to fostering an inclusive workplace where everyone feels valued and respected.  Apply today for your opportunity to join our dynamic group of passionate individuals who bring the zoo to life each day, 365 days per year, caring for animals, interacting with guests, educating the public, and managing the Zoo’s grounds, operations, and facilities. 

A Few of Your Many Benefits

• Free family-level Tulsa Zoo membership
• Medical, dental, and vision benefits beginning your first day of employment
• 401k
• Unlimited mental healthcare at no cost to you
• Food, beverage, and retail discounts on zoo grounds
• Generous paid time off plans

Your Job

Guest Services Supervisor - Admissions is responsible for overseeing the daily operations of admissions, ensuring an efficient and seamless guest entry process. The role supports and leads the Admissions & Membership team and collaborates with other department supervisors to enhance the overall guest experience.

Your Essential Responsibilities

If you disclose different abilities, reasonable accommodations will be made to enable you to perform the essential duties and responsibilities of this position.

• Hire, supervise, and lead the Admissions & Membership team, ensuring staff are well-trained, motivated, and delivering excellent service, while managing schedules and hosting regular meetings to review performance and identify improvements.
• Work some weekends and evenings as required.
• Collaborate with the Membership Supervisor and other departments to enhance guest entry experiences, while serving as the primary contact for guests with comments or concerns.
• Oversee daily Admissions & Membership operations, ensuring ticketing systems function efficiently, coordinating with relevant teams to resolve issues, streamlining guest entry, and maintaining compliance with policies.
• Develop and implement training on admissions procedures, mentor team members with ongoing feedback, and collaborate with the Membership Supervisor to cross-train staff on membership duties for team flexibility.
• Implement strategies to maximize admissions revenue through upselling, monitor sales data to meet goals, and collaborate with the Membership Supervisor to promote membership upgrades during guest interactions.
• Assist in managing the admissions budget, monitor and replenish admission supplies, and collaborate with the Membership Supervisor on shared resources and budget planning for the Admissions & Membership team.
• Prepare regular reports on admissions performance, including attendance, ticket sales, and guest satisfaction, using analytics to identify trends and areas for improvement in the admissions process.
• Continuously seek innovations in admissions by staying updated on ticketing technologies and best practices, propose improvements to streamline processes and enhance satisfaction, and collaborate with the Membership Supervisor to improve guest and member experiences.
• Effectively communicate and demonstrate interpersonal skills with all levels of employees in a clear and professional manner.
• Demonstrate and adhere to TZMI’s workplace values.
• Know and follow zoo policies and procedures, including emergency protocols.
• Attend and participate in staff meetings and assigned training sessions.
• Other duties may be assigned to you.

Supervisory Responsibilities                                                        

This position directly supervises 10-15 Admission & Membership team members.

What We Expect

Required Qualifications, Education and/or Experience

• Must be 18 years or older, possess a valid driver’s license, and be insurable on TZMI’s insurance carrier.
• Must be able to work weekends, evenings, and holidays.
• Must have a high school diploma or GED; at least three years related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of TZMI employees, managers, clients, customers, and the general public.
• Ability to calculate figures and amounts such as discounts, proportions, percentages, algebra, geometry, fractions, ratios, and decimals and apply them to practical situations and units of American money.
• Microsoft Word; Microsoft Excel; Microsoft PowerPoint or Prezi; point of sale system such as Altru or equivalent preferred; payroll system such as Paycor or equivalent preferred; Internet Browser(s)- Explorer, Chrome, Safari, etc.

What You can Expect

Our Values

• We are enthusiastically committed to be part of the Tulsa Zoo community.
• We will all work together as one Zoo Team to support the Zoo’s mission.
• We will value and appreciate everyone and create a safe, understanding, and welcoming environment for all.
• We will all be accountable for achieving excellence.
• We will earn the trust of one another, acting honestly and treating each other with respect.

Physical Demands and Work Environment

• Moving about - frequently
• Sitting - frequently
• Standing - frequently
• Reaching with hands and arms – frequently
• Stooping, kneeling, crouching, and/or crawling - occasionally
• Exchange of in-person, phone, radio, or digital communication - frequently
• Carrying or lifting up to 50 pounds – occasionally
• Pushing and/or pulling up to 50 pounds – occasionally
• Gripping, pinching, writing, and other hand movements - frequently
• Climbing and/or balancing – rarely
• Exposure to outdoor weather conditions - frequently
• Exposure to high noise levels- frequently
• Work near moving mechanical parts – rarely
• Wet or humid environment - occasionally