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Guest Services Supervisor - Membership

Tulsa Zoo Management, Inc.
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Tulsa Zoo Management, Inc.

 

Your Role: Guest Services Supervisor - Membership

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 - Membership is responsible for overseeing the daily operations of the membership program, focusing on member engagement, sales and renewals. The role supports the Admissions & Membership team and collaborates with other Guest Services 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 exceptional service, while hosting regular team meetings to review performance and identify improvements.
  • Work some weekends and evenings as required.
  • Monitor and address member interactions to ensure high service standards, serve as the primary contact for inquiries, and communicate benefits, events, and offers to enhance engagement. Collaborate with the Admissions Supervisor to improve the member experience and manage timely responses to membership email inquiries.
  • Oversee daily Admissions & Membership operations, ensuring efficient ticketing systems, promptly addressing technical issues with relevant teams, supporting the Membership Coordinator with services and database management, and ensuring compliance with policies.
  • Develop and implement training on membership sales, renewals, and benefits, mentor team members, and collaborate with the Admissions Supervisor to cross-train staff for team flexibility.
  • Implement strategies to maximize membership sales and renewals through upselling and promotions, analyze sales data to adjust strategies, and collaborate with the Admissions Supervisor to encourage upgrades during guest interactions.
  • Coordinate member-exclusive and supplementary events with the relevant teams, ensuring high-value experiences, and oversee logistics for member benefits.
  • Manage the membership budget and inventory for promotional items and supplies, ensuring efficient use of resources and timely reordering, while collaborating with the Admissions Supervisor on shared resources and budget planning.
  • Prepare reports on membership performance, including sales, renewals, and retention, using analytics to identify trends and areas for improvement.
  • Continuously seek innovations to enhance membership benefits, retention, and engagement by staying updated on industry trends, proposing new strategies, and collaborating with the Admissions Supervisor to improve the overall guest and member experience. 
  • 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 the Membership Coordinator and supports the supervision of 10-20 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