SEASONAL GUEST SERVICES & PARK OPERATIONS MANAGER

POSITION Summary: Jungle Island, an iconic boutique zoo and adventure park in Miami, is seeking an experienced and dynamic Seasonal Guest Services & Park Operations Manager. The successful candidate will be responsible for overseeing all aspects of guest services & park operations, ensuring a safe, efficient, and memorable experience for guests while maintaining high standards of animal welfare, guest services, and staff management.

ESSENTIAL JOB DUTIES:

Operational Leadership:

• Oversee daily and/or evening park operations, including guest services, education, attractions, and special seasonal events.
• Ensure all facilities, attractions, and exhibits are maintained to the highest standards of safety, cleanliness, and functionality.
• Collaborate with various departments (zoo, events, F&B, retail, partners) to ensure smooth operation and guest satisfaction.
• Responsible for conducting daily operations meetings to inform all departments of the day’s activities.
• Acting as the “Control Center” for directions under special circumstances whether to close the park, etc.
• Develop and implement operational procedures to enhance efficiency and guest experience.
• Team Management:
  • Lead, train, and develop a diverse team of supervisors and front-line staff, promoting a positive work environment.
  • Schedule, assign, and monitor staff duties to ensure optimal coverage and productivity.
• Conduct regular performance evaluations and provide coaching and feedback to team members.
• Provide feedback on retail, food and beverage offerings.

Guest Experience:

• Responsibilities include opening and/or closing the attraction as assigned and ensuring that the attraction can conduct business. Work closely with the Executive Leadership team and help carry out policies and directives and follow the organizational chart.
• Responsibilities include assisting the training staff (customer service, POS system).
• Other responsibilities include being knowledgeable of all departments, their needs, and assisting whenever services are required. Knowledge of the office, telephone, register, computer, and other equipment. Ability to operate them accurately and efficiently.
• Ensure daily that opening and closing responsibilities are completed and signed off.
• Conduct daily start-up ensuring all departments are aware of daily reservations including animal encounters, VIP’s, facilities issues, Tree top trekking, and all other third-party vendors.
• Perform Opening and/or Closing Checklist
• Evaluate and delegate tasks among employees.
• Manage facility emergencies, which include the following: escalate customer issues, medical emergencies, and evacuations.
• Exhibit thorough understanding of events schedules, procedures, as well as company policies.
• Maintain a positive work environment with all staff.
• Ensure exceptional guest experience by monitoring guest feedback and responding to complaints, concerns, and suggestions promptly and professionally.
• Implement initiatives to enhance the guest journey, from arrival to departure, ensuring all touchpoints exceed expectations.
• Work closely with the marketing and events teams to support and execute park events, promotions, and special activities.

Safety and Compliance:

• Maintain First Aid stations throughout the park. Maintain Incident reports in chronological fashion for staff and public incidences
• Enforce safety protocols for both guests and staff, ensuring compliance with all local, state, and federal regulations.
• Oversee emergency response procedures, conduct regular drills and ensuring staff are well-trained in safety practices.