Description

DESCRIPTION:

Reporting to the Director, Guest Engagement, the Manager of In-Park Revenue supports vital functions of the Guest Engagement Department on a daily basis with a focus to oversee vendor/concessionaire relationships, operations and guest experience. This position is responsible for overseeing the facilities, operation and vendor management and staff of all third-party vendors on property to maintain the highest level of standards and efficiency.

The Manager of In-Park Revenue will set clear goals and objectives for all vendors and concessionaires and ensure that they are aligned with the overall goals of the zoo. This includes developing and implementing a strategic plan that focuses on increasing revenue, improving guest satisfaction, and enhancing operational efficiency.

The Manager of In-Park Revenue has specific responsibilities for ensuring that the Zoo’s vendor and concessionaire facilities are meeting internal and external standards (related to the physical campus) and for reporting out to the Zoo and external constituents on the activities of the vendor operations. The Manager of In-Park Revenue will partner with the Facilities and Exhibits teams to ensure that the site is meeting guest and vendor needs and expectations.

ESSENTIAL FUNCTIONS:

• Ensure the delivery of exceptional guest experiences, while effectively working with vendors to forecast, plan, and manage staff and finances.
• Maximize sales and revenue by consistently ensuring that vendors and concessionaires are meeting and exceeding customer expectations, fostering employee engagement, and maintaining a strong focus on quality and efficiency.
• Provide financial oversight of management fee and/or commission based relationships, ensuring that all operations are staying within expense budgets and reaching or exceeding revenue budgets.
• Implement innovative strategies and maintain high standards to drive the success of our F&B, Retail and other vendors, enhancing overall guest satisfaction.
• Act as the liaison for all vendors to HR for hiring, training and onboarding. Facilitate in-service training planning with HR.
• Work with vendors to prioritize the guest experience and develop a guest-first approach towards vendor operations.
• Partner with the Facilities teams to prioritize all maintenance and repairs done on back-of-house and guest facing areas for vendors, including F&B Concessions, Retail outlets, and all vendor kiosks
• Partner with Manager of Workplace Safety and Compliance to ensure all vendors are complying with Zoo standards.
• Provide reporting internally for Director of Guest Engagement and VP Mission, Guest and Community Engagement of Revenue Partners’ weekly, monthly, quarterly and yearly sales and revenue (overall and commissions only to zoo)
• Preserve excellent levels of internal and external customer service
• Work with Vendors to design exceptional menus, purchase innovative goods and continuously make necessary improvements.
• Work with vendors to ensure the zoo’s conservation mission is integrated to all products, operations and programs.
• Ensure that all vendors participate in Seasonal Events, providing unique menus and goods for those events
• Identify guest needs and respond proactively to all of their concerns
• Establish targets, KPI’s, schedules, policies and procedures
• Provide a two-way communication and nurture an ownership environment with emphasis in motivation and teamwork
• Ensure that vendors are complying with all health and safety regulations, in accordance to USDA, state and federal.
• Report weekly to leadership regarding sales results and productivity
• Maintain knowledge and expertise of vendors’ point-of-sale systems (POS, kiosks, scanners, PCs, etc.) use to ensure that guest access is being properly monitored and recorded.
• Ensure quick responses to guest complaints/inquiries/suggestions and work with vendors to develop short-term and long-term plans to prevent re-occurring issues.

Requirements

KNOWLEDGE AND ABILITIES REQUIRED

• Minimum 3-5 years relevant hospitality management experience in a fast-paced environment, preferably at a high-volume recreation or tourist destination. Proven food and beverage and/or retail management experience a plus.
• Bachelor’s degree preferred. Degree in food service management, hospitality or related field a plus.
• Strong background in staff training to achieve and maintain desired service levels and resolve problems/conflicts in a diplomatic and tactful manner.
• Must have strong floor presence, high energy, possess outstanding interpersonal skills while exercising discretion and diplomacy in working both with internal and external patrons;
• should exhibit professionalism and maintain performance and grace in high pressure situations.
• Must be able to prioritize and organize workflow to ensure effectiveness and efficiency,
• Manage tight deadlines and work within clearly defined budgets.
• Demonstrate strong customer service experience and communication skills.
• Demonstrate strong management skills and experience with skilled and unskilled temporary workforce. Experience establishing and maintaining productive relationships with vendors.

• Able to work a flexible schedule, which will include weekends, some holidays, some evenings and early mornings. Operating conditions may require working extended hours, additional workdays and workweeks of more than 40 hours.

• Must have a passion for creating an exceptional experience for all guests as well as strong leadership ability to manage a diverse staff. A guest-oriented and service-minded individual.
• Working knowledge of various computer software programs (MS Office, restaurant management software, POS).
• Ability to spot and resolve problems quickly and efficiently.
• Up to date with food and beverage, retail and entertainment trends and best practices.
• Ability to meet financial targets, with experience managing both management fee and commission based partnerships

PHYSICAL & MEDICAL REQUIREMENTS

• Must be able to work around animals and plants.
• Ability to work outdoors in all weather conditions.
• Ability to remain on feet for extended periods, climb stairs, bend and stoop.
• Able to provide documentation of a complete Covid vaccination OR able to obtain a medical or religious exemption.

ADDITIONAL REQUIREMENTS:

• Satisfactory completion of pre-employment checks including; criminal records and PA Child abuse clearance. FBI clearance required for all non-PA residents.
• Valid driver’s license and satisfactory driving record that is acceptable to the Zoo’s insurance carrier.