SEASONAL GUEST SERVICES & PARK OPERATIONS MANAGER at Jungle Island

Description

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.

Qualifications

Qualifications:

• Bachelor’s degree in hospitality management, Business Administration, or related field preferred or 5+ years of experience in operations management, preferably in a theme park, zoo, or attraction environment.
• Strong leadership skills with a proven track record of managing large teams in a fast-paced environment.
• Excellent problem-solving abilities and a hands-on approach to operational challenges.
• Outstanding communication and interpersonal skills, with the ability to interact effectively with guests, staff, and stakeholders.
• Knowledge of safety regulations and best practices in the attractions industry.
• Ability to work flexible hours, including nights, weekends, holidays, and special events.
• Must be available to work nights and weekends (3:30pm to 11:30pm) .

Physical Requirements:

- Ability to stand, walk, and navigate the park for extended periods.

SKILLS/APTITUDES:                 

• Must have good communication skills and be able to quickly respond and be a strong decision-maker for both the safety of their staff and the public.
• Completes other duties as assigned.
• Excellent verbal and written communication skills, additional languages welcome.
• Knowledge of: Basic computer systems such as Microsoft Word, Fareharbor, Feverup, but not required.
• Ability to:
  • Lead by example
  • Set priorities, manage time, set deadlines, and follow up.
  • Problem solves and multi-task.
  • Work with teams and effectively with others
  • Communicate effectively and professionally (verbal, written and on the phone)
• This position requires long hours of standing, walking, bending, and squatting. It is necessary that this person is physically able to lift and carry up to 50 pounds or more. 
• This position may require you to work in adverse weather conditions like rain, cold and the summer heat.
• Hazards: Potential for risk due to involvement with various animals.

Note:

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties, all duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract implied or otherwise other than an “at will” employment relationship.