Manager of Downtown Guest Services Operations Position Available In Orleans, Louisiana

Manager of Downtown Guest Services Operations Audubon Institute – 3.5 New Orleans, LA Job Details Full-time $45,000 – $50,000 a year 9 hours ago Qualifications 5 years Computer literacy High school diploma or GED Driver’s License Bachelor’s degree Payroll Computer skills Senior level Employee evaluation

Full Job Description Position Title:

Manager of Downtown Guest Services Operations Department:

Guest Services Reports To:

Guest Services Director Location:

Audubon Aquarium and Insectarium FLSA Status:

Exempt Position Type:

Salary Who We Are Audubon Nature Institute comprises Audubon Park, Audubon Zoo, Audubon Aquarium, Audubon Insectarium, Audubon Louisiana Nature Center, Freeport-McMoRan Audubon Species Survival Center, Audubon Center for Research of Endangered Species, Woldenberg Riverfront Park, and Audubon Wilderness Park At Audubon Nature Institute, we are more than a collection of parks, museums, and conservation centers—we are a dedicated team with a shared mission to celebrate, protect, and connect people to the wonders of nature. Our work is guided by our culture code, which is at the heart of everything we do. We believe in Activating Impact by integrating tangible, real-world outcomes into all our initiatives, fostering a culture where every action contributes to a positive environmental impact. We are committed to Empowering Optimism , using positivity to inspire others to act and believe in their capacity to create meaningful change. We strive to Create Connection by engaging with people from all walks of life, knowing that the collective strength of a diverse community can address the most pressing challenges facing our natural world. At Audubon, we embody the spirit of Le Bon Temps , infusing the joy and vibrant culture of Louisiana into our everyday work, celebrating our unique heritage while advancing our mission. As Leaders of the Pack , we constantly seek smarter, innovative solutions, challenging conventions to drive the change we want to see in the world. What You’ll Do The Manager of Downtown Guest Services Operations is responsible for the day-to-day operations of the department, as it relates to coaching and managing Guest Services staff and supervisors. The Manager works with the Guest Service Director and Zoo Manager to ensure the success of Audubon Nature Institute by meeting or exceeding planned objectives for ensuring guest satisfaction, guest service employee satisfaction and service quality standards. Works with the Guest Service Director and Zoo Manager to achieve a friendly atmosphere of superior guest service and product quality. Provides exemplary performance for staff to follow and ensures that all staff are giving outstanding service to all our Guests. Day to Day Responsibilities Serves as the standard bearer of excellent guest service. Instrumental in identifying themes and recommending improvements to the Guest Service Director using guest service feedback, trends, and analytics to measure performance. Personally, demonstrates a commitment to guest service by responding to guest needs and recommending action plans to permanently address guest service failures. Is committed to making every guest a satisfied guest. Ensures all employees, including new hires, know all components/features of our guest service commitment and are trained to meet service standards. Empowers employees to deliver excellent guest service by encouraging and rewarding responsive guest assistance. Ensures guest service standards contribute to the delivery of consistent guest service. Follows up on guest service strategies for all staff. Evaluate guest services employees, including supervisors. Maintain department employee files. Assume duties of supervisors and line staff when necessary. Assist director in achieving strategic planning goals. Keeps the Director informed of any issues that hinder or affect the staff and department’s operation and stability. Prepare monthly managers schedule and assist supervisors with staff schedule. Helps to develop guest service supervisors by acting as a mentor for direct reports. Ensures employee training objectives and development plans are completed. Manages human resources functions including recruiting, selection, training, performance evaluation. Emphasizes the importance of proper employee selection, training, and development as a way of doing business. Maintains a positive, cooperative work environment between staff and supervisors. Coaches and mentor’s employees in a positive and respectful manner to have a positive impact on the employee’s performance. Ensures all Guest Service employees know and understand the Audubon mission and objectives. Works closely with Membership and Sales Reservationist to ensure proper training to all GS staff Members. Understands the importance of Guest Services departments being properly staffed to meet guest expectations and budget objectives. Maintains an effective open-door policy to address employee and supervisor concerns. Administers policies fairly and consistently. Resolves employee concerns in a fair and timely way. Monitors and maintains acceptable turnover levels. Performs all performance appraisals as required for direct reports. Assist in maintenance of all equipment. Maintain data records for equipment. Report facility attendance and revenues to Director of Guest Services. Works with Director to identify business plan initiatives. Follows up to ensure business plan objectives are put into action and manages those actions toward the achievement of service objectives. Analyzes headcount, processes, and procedures to make recommendations to the Director on methods to streamline the guest experience. Maintain payroll for department. Monitor staff and management for meeting combo percentage goals. Monitor staff overages/shortages and ticket system problems. Provide monthly reports on ticket system problems to director. Be responsible for Audubon purchase card purchases and statement reconciliation. Approve minor purchase orders and check requisitions; order supplies as needed. Guest Services operates as a centralized department, requiring leaders to provide support to all locations as needed.

Additional/Overall Skills:

Maintain a positive attitude and a strong sense of accountability, fostering a collaborative team environment where everyone feels empowered to contribute. Thrive in a team environment, using your organizational and technical skills to ensure the smooth execution of creative projects that resonate with our audience. Celebrate the successes of your team and bring enthusiasm to your work, reflecting the joyful culture that is at the heart of Audubon’s mission. Stay adaptable and open to learning new skills, embracing change and innovation as opportunities to lead and grow. The above listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis. They do not exclude other duties as assigned.

What We’re Looking For Must Haves:

High School Diploma or equivalent Strong verbal and interpersonal skills Proficiency in computer literacy Ability to work flexible hours, overtime, evenings, weekends and holidays as needed Able to work with minimum supervision Minimum five years managerial experience

Nice-to-Haves:

A Vailde drivers license

Bachelors Preferred Physical Requirements:

Prolonged standing, walking, and climbing of stairs or ladders. Ability to lift, push, pull, and carry objects up to 50 pounds. Frequent bending, crouching, twisting, and reaching. Manual dexterity to operate machinery or handle tools. Frequent use of vision and hearing to assess surroundings and job tasks. May include indoor and outdoor work environments. Exposure to varying weather conditions. Potential exposure to environmental hazards such as dust, chemicals, or loud noise.