ZOO OPERATIONSFacilities MaintenanceArt BentonMulti-trades Supervisor<strong>2006</strong> was another exciting year for thefacilities maintenance department. A totalof 2,629 work orders were completed duringthe year, 407 of which were preventativemaintenance and over 100 considered tobe high priority or safety related. We havecontinued improving our work order systemand implemented a larger preventativemaintenance program so that all of thezoo’s equipment is being serviced on aregular basis.Our painters sanded, primed andpainted over 6,300 feet of steel publicexhibit railings throughout the zoo.They also completed interior andexterior work at the Gates ConservationEducation Center as well as work at theVeterinary Hospital, Bird World and theConservation Carousel.The HVAC (heating ventilation and airconditioning) department rebuilt asecond boiler at Tropical Discovery, hadall the ductwork cleaned at EmeraldForest and assisted the Planningdepartment with a new system at theGates Center. We have expanded theuse of digital controls for our HVACsystems so that we can troubleshootand correct any problems remotelyincluding on weekends and evenings.The plumbing department had a busyyear replacing several undergroundvalves throughout the zoo. A newtwelve-inch “pot strainer” was installedat the polar bear pool system tocapture leaves and hair that havehistorically clogged the pumpsperiodically. A new on-demandwater heater was added at LorikeetAdventure and mister systems wereinstalled at great apes, both felinebuildings, the cheetah exhibit and atthe African Kraal.We continue to upgrade our fleet of vehicles,carts and equipment in accordance with thefive-year plan that was developed a coupleof years ago. In <strong>2006</strong>, we acquired a pickuptruck for the maintenance department;a stake bed truck with a lift gate and tiltbed to be shared by several departments;and a number of replacement carts forhorticulture and animal department staff.Perhaps our most important acquisitionswere a street sweeper and scrubber foruse in the parking garage and pathwaysthroughout the zoo. This equipment hasproved invaluable in maintaining a cleanproperty and has freed up staff to performother duties..36
Guest ServicesAmber ChristopherDirector of Guest ServicesThe Guest Services department had astrong year in <strong>2006</strong>. We focused on stafftraining and improving visitor feedbackwhile continuing to update programs. Wecontinually strove to maintain our highstandard for day-to-day operations.This year, many of our goals in bothadmissions and security focused on training.A five-member team consisting of security,admissions and membership staff attendedan edifying customer service trainingseminar in January. “Delivering KnockYour Socks Off Service” focused on askingfor feedback and embracing responses.Security Lead Trainer, Matt Murphy, focusedon redesigning our procedures to ensureongoing training for all officers. AmberChristopher, Director of Guest Services,attended the International Foundationfor Cultural Property Protection (IFCPP)conference in October. The conferenceincluded many programs concerning varioussecurity threats to cultural institutions.While attending the conference, Ambercompleted the necessary coursework toattain certification as a Certified InstitutionalProtection Manager. Security ManagerJeanne Heatherly and Security SupervisorShelly Guenther attended an educationalmanagement seminar that focused onemployee motivation and hiring techniques.Guest Services continues to makeexceptional customer service a priority bysoliciting feedback through the use of anexit survey, comment cards and a mysteryshopper service. The exit survey has beena valuable tool since its inception in 2000.From the survey results, we calculateweekly customer service scores in severalareas including such things as “restroomcleanliness” and “speed of service” inour food outlets. In addition, each monthwe recognize excellent service with ourOutstanding Performance in CustomerService Award. The award, a plaque andtraveling trophy (a significant bronzefalcon), is given to the department withthe greatest improvement in its guestsatisfaction score. The award is consideredan honor and has encouraged consistenthigh-quality service among our staff. Theaward was given to Security for service inthe month of May and the K-M Concessionscustodial team won in June, July and August.We also continue to solicit feedback in theform of comment cards. Not only does ourstaff encourage visitors to fill out a commentcard but we actively pursue each commentwith an individual response. The numberof comment cards received increased 31%in <strong>2006</strong>; 37% of the total were positivecomments. The zoo and K-M Concessionsjointly hired a mystery shopper service inthe spring of <strong>2006</strong> and hosted four shopperseach month. Each shopper report addressesan overview of the visit and a detailedlist of interactions with zoo staff. The endproduct is a 15-page report with scoringand narrative related to various servicecomponents as well as an overall rating.We will continue to use this service goingforward as we find significant value in thereport, which takes us through a visit, stepby-step.Through all three methods of guestfeedback, we gain a greater understandingof our customers’ perceptions of our zooand assist our efforts to continuouslyimprove our services.In the fall, the zoo created a multidepartmentalcommittee known as theVisitor Experience Team. The team hasbeen organized to cooperatively look at allareas of the visitor experience and identifyopportunities for improvement. The teamhas been focused on improving animaldemonstrations and feedings, directionaland interpretive signage and the zoo-widemap. Team members are Tiffany Barnhart,Manager of Public Relations; Brad Parks,Manager of Public Programs; Kristin Smith,Manager of Visitor Programs; Emily Insalaco,Director of Behavioral Programs; and AmberChristopher, Director of Guest Services. Weare excited for the future of this team andthe positive changes they will surely bringto our zoo.The <strong>Zoo</strong> Ambassador program continuesto be strong as volunteers fill these greeterand ticket taker positions at the zoo’s mainentrance. <strong>Zoo</strong> Ambassadors worked 2,835hours during the course of the year. GuestServices offered six <strong>Zoo</strong> Ambassadortraining classes during <strong>2006</strong> with anaverage of 16 volunteers per class.Our security officers were very busy in <strong>2006</strong>with day-to-day business. They respondedto 403 calls for First Aid (52 requiring callsto paramedics) and 220 reports of lostchildren. Jeanne Heatherly has continuedadding to our strong CPR/First Aid program,training 10 additional staff members andrecertifying 36. Security worked with theanimal department in the spring to createtrauma first aid kits for each of the animalholding areas. The kits include first aidsupplies and instructions in case of atrauma injury.Left | <strong>Zoo</strong> grounds/horticulture staff toiled to clear pathways after repeated Decembersnowfalls dumped over 40 inches on zoo grounds.37