Manager of Uptown Guest Services Operations

New Orleans, LA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional Development

flexible schedule

Job Description

Audubon Nature Institute is a renowned and multifaceted organization dedicated to conservation, education, and community engagement. Comprising Audubon Park, Audubon Zoo, Audubon Aquarium, Audubon Insectarium, and several other nature and wildlife centers, the Institute offers an immersive experience designed to celebrate and protect the natural world. With a legacy deeply rooted in the vibrant culture and spirit of Louisiana, Audubon Nature Institute is more than just a group of facilities; it is a passionate community devoted to inspiring environmental stewardship and fostering meaningful connections between people and nature. Guided by core values and a culture code centered on impact, optimism, connection, heritage, and leadership, the Institute plays a crucial role in shaping a sustainable future while providing enjoyable and educational experiences for all visitors.

The Manager of Uptown Guest Services Operations at Audubon Aquarium and Insectarium holds a pivotal leadership role ensuring the smooth daily functioning of the Guest Services department. Reporting directly to the Guest Services Director, this salaried and exempt position is responsible for coaching, managing, and supporting a dedicated team of Guest Services staff and supervisors. The Manager is instrumental in delivering an exceptional visitor experience by maintaining high standards for guest satisfaction, employee well-being, and operational excellence.

This role requires close collaboration with the Guest Service Director and Aquarium Manager to cultivate a welcoming, guest-focused atmosphere that reflects the Institute's mission and values. As a leader and role model, the Manager ensures that all Guest Services personnel are trained and motivated to provide outstanding support and hospitality. The position also oversees various popular onsite attractions including the Audubon Train, Shuttle Bus, Carousel, Cool Zoo, and birthday events, ensuring these offerings run seamlessly and delight guests of all ages.

A key component of the role involves analyzing guest service feedback, performance metrics, and trends to recommend enhancements that drive continuous improvement. The Manager proactively addresses guest concerns, implements strategic plans, and supports staff development through mentoring and training initiatives. Effective human resources management, including recruitment, performance evaluation, conflict resolution, and policy enforcement, also falls under this role’s responsibilities.

Operational duties extend to scheduling, payroll management, purchasing, equipment maintenance, and data reporting, underscoring the comprehensive scope of the position. The Manager contributes to maintaining a positive work environment and promotes a culture of respect and accountability within the team. The successful candidate will embody the organization's culture of innovation, positivity, and collaboration, helping to lead the department toward achieving its service objectives and enriching the overall guest experience at Audubon Nature Institute.

Job Requirements

High school diploma or equivalent
Minimum five years managerial experience
Strong verbal and interpersonal skills
Proficiency in computer literacy
Ability to work flexible hours, overtime, evenings, weekends and holidays as needed
Able to work with minimum supervision
Valid drivers license preferred
Bachelor's degree preferred
Prolonged standing, walking, climbing stairs or ladders
Ability to lift, push, pull and carry objects up to 50 pounds
Frequent bending, crouching, twisting and reaching
Manual dexterity to operate machinery or handle tools
Frequent use of vision and hearing to assess surroundings and tasks
Ability to work in indoor and outdoor environments
Exposure to varying weather conditions
Potential exposure to environmental hazards such as dust, chemicals, or loud noise

Job Qualifications

High school diploma or equivalent
Minimum five years managerial experience
Strong verbal and interpersonal skills
Proficiency in computer literacy
Ability to work flexible hours including evenings, weekends, holidays
Ability to work with minimum supervision
Ability to mentor and develop employees
Experience in guest service operations preferred
Familiarity with human resources functions
Strong organizational and problem-solving skills

Job Duties

Serve as the standard bearer of excellent guest service
Identify themes and recommend improvements to the Guest Service Director using feedback and analytics
Respond to guest needs and recommend action plans to address service failures
Ensure all employees are trained to meet service standards
Empower employees to deliver excellent guest service
Evaluate guest services employees including supervisors
Maintain department employee files
Assume duties of supervisors and line staff when necessary
Assist director in achieving strategic planning goals
Keep Director informed of issues affecting operations
Prepare monthly managers schedule and assist with staff scheduling
Mentor guest service supervisors and ensure training objectives are completed
Manage recruiting, selection, training, and performance evaluation
Maintain a positive and cooperative work environment
Ensure all Guest Service employees understand Audubon mission and objectives
Work with Membership and Sales Reservationist for staff training
Ensure proper staffing to meet guest expectations and budget
Maintain open-door policy for concerns
Administer policies fairly and resolve employee concerns
Monitor turnover levels and perform performance appraisals
Assist in maintenance of all equipment
Maintain equipment data records
Report facility attendance and revenues
Identify business plan initiatives and manage actions
Analyze headcount and processes for guest experience improvements
Maintain payroll for department
Monitor staff meeting combo percentage goals
Monitor staff overages, shortages, and ticket system problems
Provide monthly reports on ticket system problems to director
Manage purchase card purchases and statement reconciliation
Approve minor purchase orders and order supplies
Provide support to all locations as needed