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 Rentals

Guest Experience & Service Leadership

• Supervises 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 & Scheduling

• Supervises 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 Development

• Provides 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 Projects

• Supports 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 & Experience

• High 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 Skills

• Ability 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 Requirements

• Ability 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.