Department:
Visitor Experience
Job Title/Classification:
Visitor Experience Administrative Supervisor - Hiring, Onboarding & Training
Reports to:
Visitor Experience Coordinator
Pay-rate:
$16.00
Position Summary:
A successful candidate will possess the desire to create the best team and visitor experience of any Zoo in the nation. This position actively participates in strategies that improve the holistic experience for our Visitor Experience team (including Ambassadors, Park Services Illumination Specialists, Face Paint, and Photography), from onboarding, training, professional development, and performance management. This role supports the zoo operations by being the training and development champion for our sizable part-time team of front-line guest service members as they grow and deliver on the Zoo's mission of "inspiring every visitor with wildlife every day."
This position is a part-time seasonal role. Scheduled hours will vary by time of year (ranging from 8 hours weekly to upwards of 30 hours during peak times). This role includes being available nights and weekends on a regular basis. The ideal candidate for this role will have strong communication and customer service skills. The ability to work independently without constant supervision is required.
Responsibilities/duties include, but are not limited to:
- Ensures team members understand our INSPIRED visitor experience philosophy and standards of excellence and are motivated to deliver on our promise.
- Participates in the onboarding plan of the Visitor Experience department to include planning interview sessions, attending recruitment & hiring events, screening applications, scheduling interviews, conducting interviews (in person and over the phone), hiring, and onboard tracking.
- Facilitate department orientation and in service trainings to ensure the Zoo's mission of "inspiring every visitor with wildlife every day" and INSPIRED service is clearly communicated to all team members.
- Responsible for team member communication to include various email inboxes, phone calls, in person and messaging through various platforms (Slack, Paycor).
- Overseeing team members' files and merit tracking, to include auditing team member folders, performing post-training check ins, and ensuring pay-for-performance documentation is prepared in a timely fashion.
- Communication and training for Visitor Experience staff. This includes creating written checklists, handbooks, PowerPoints, graphics, and providing verbal training materials.
- Ensures team members approaching their last day receive critical communication regarding end of employment processes, and wardrobe/ID returning.
- Supports the Visitor Experience Management team in other duties, as assigned.
Key details for this position:
- Employment is considered seasonal/ non-benefited; Variable hours typically will be between 20 - 30 hours per week (March-December), not to exceed an annual average of 30 hours per week. Hours will dip down in January & February to an as-needed basis.
- Applicants must be able to commit to working a minimum of 3 days per week with availability to work at least one weekend day (Saturday or Sunday), with a variety of opening & closing shifts. Candidates with flexible availability are preferred, including weekends.
- To be considered, candidate must be at least 18 years of age or older
- Previous experience participating in onboarding and training is preferred
- Proficiency in use of Microsoft Suite (Outlook, Excel, Microsoft Bookings, Microsoft Forms, PowerPoint- Preferred)
- Experience in Canva preferred
- This position is dynamic and is expected to balance between office and in-park. This means that there will be days or hours when the person is in the office or out walking/standing in the Zoo. This role will support operations when out in the Zoo and may need to step in to assist team members or visitors.
- May be required to lift and move objects up to 25 pounds without assistance and be exposed to outdoor weather
- Employment is contingent upon passing a post-offer, pre-employment drug screen and background check
Knowledge, skills, and abilities
- Demonstrated understanding and acceptance of the Core Values and Behaviors of the Cincinnati Zoo & Botanical Garden. Lives these on a day-to-day basis, "Modeling the Way" for others.
- Excellent attention to detail, project management and interpersonal and organizational skills and the ability to meet deadlines and shift priorities in a rapidly changing environment.
- Requires an individual who is highly professional, motivated, proactive, and helpful, who is able to gain cooperation through expertise, credibility, and building positive working relationships.
- Appropriate professional appearance, attitude, and personality to work effectively with Zoo staff members, guests and the public.
- Possess excellent ability to develop and sustain effective working relationships within an organization; superior interpersonal skills; ability to work with diverse personalities; tactful; mature; flexible.
- Be timely and reliable in attendance and performance
- Have a demonstrated affinity for the Mission of the Cincinnati Zoo & Botanical Garden
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Cincinnati Zoo
Mar 20, 2025