 |
Setting & Maintaining Brand Standards: Guest Feedback & Survey Tools |
1.00 |
Before an organization can hold itself accountable it needs to develop standards based on its brand. These Brand Standards then become the tool against what actual performance is measured. Brand Standards contain policies that run organizational wide down to specific department procedures. Once the standards have been researched for organizational policies that are "as is"; they can then be documented, reviewed, adjusted, etc., and then put into a document which reflects the current operation and expectations of the organization.
To maintain the standards, there are numerous processes that can be implemented to ensure compliance. Feedback from guests is the most important method of gathering information from large numbers of people who visit. Kiosk survey systems can be placed near the exit, or throughout the experience. Other online survey systems can also be implemented. For specific areas of concern, such as high value premium experiences, a more detailed survey can also be developed. Responses can be either online or based on an e-mail response system.
Other methods also need to be in place to gather feedback in an organized fashion. Examples are a web based feedback system from the organizations web site or a more personal approach where a guest will visit with a Guest Relations Ambassador to voice their concerns. A system also needs to be in place to capture information on a consistent basis from guests who phone in commentary on their visit or experiences.
A further approach to maintaining the Brand Standards is to put into place a Mystery Shop program which is an organized process of testing the standards by someone who is specifically looking at the standards during a non-scheduled surprise visit. Finally, to keep the standards up, it's critical to conduct regular customer service training through a variety of methods that will be discussed. |
 |
Special Events & Nighttime Promotions |
1.00 |
In support of San Diego Zoo Global's mission and vision, the Special Event and Nighttime Operations Department is dedicated to providing the highest quality guest enhancements, entertainment, personal service and professional programs to our external and internal customers. These products are intended to increase attendance, support our membership program and promote repeat visits. The department consistently operates a number of revenue-generating programs, which enhance the guest experience at the world-famous San Diego Zoo. The department is comprised of a special events manager, entertainment program supervisor and production aide who report to the director of operations. The department has the operational logistical responsibility of two large annual promotional activities (Nighttime Zoo and Jungle Bells), four zoo discovery days promotions (Koalapalooza, Play Days, Garden Festival and Reptilemania), two large society fundraisers (Ritz and San Diego Food and Wine Festival), all marketing and PR related logistics and over two hundred nighttime catered events. |
 |
Who Needs Events? How Events Can Serve Your Organization |
1.00 |
This course will cover the various types and purposes of events that San Diego Zoo Global produces and relate how similar events can serve your organization. Presentation will cite specific examples and provide event tips. |
 |
Attracting (and Keeping) New Supporters in the Digital, Engagement Age |
1.00 |
There are more non-profits in the market every day, but less donors. Is this a recipe for disaster, or an opportunity for us to transform what donor acquisition, retention and stewardship look like in our digital age? Join us during this 60 minute webinar to learn what innovative donor engagement in 2013 looks like by walking through some of the San Diego Zoo Global's recent digital campaign hits and misses to see how you can help your organization rise above this changing donor landscape. |
 |
Creating a World Famous Culture in your Workplace |
1.00 |
This session will give you an overview of how the World Famous San Diego Zoo defines company culture, and what forward thinking innovations they undertook to transform their culture into a World Famous Culture. You will learn a "zooprint" for success on company culture, including several best practices that you can use in your own workplace. |
 |
The Basics of Operant Conditioning |
1.00 |
Everyone knows that you can fix most problems with a hammer, screwdriver and a pair of pliers. In this class, we will develop an operant conditioning tool box and begin to fill it with some basic tools. Attendees will learn about several key operant conditioning tools and how to use them to solve routine problems in animal management. In addition, class participants will explore a few of the key early researchers and their work in operant conditioning that lead to the development of a technology that we now use to enhance the care of our animals and our safety. Attendees will review the questions to ask prior to beginning any behavior management program. We will explore the conditioning of three common behaviors that are helpful in animal management. |
 |
Climate Change and the Polar Bear |
1.00 |
We will discuss the causes and impacts of global climate change, especially as they pertain to the majestic Arctic species Ursus maritimus, the polar bear. Learn how scientists at the San Diego Zoo are using innovative techniques to test for potential negative impacts of human industrial activities in the Arctic on the largest and most carnivorous bear in the world. |
 |
Blended Learning |
1.00 |
How do you effectively take a tired old lecture series or outdated formalized training and turn it into a vibrant and engaging program perfect for your learner audiences? For most organizations, blended learning is a MUST. Follow our journey from investigation to implementation of training for a variety of volunteer assignments. Explore a multitude of techniques to teach a broad range of learners effectively and efficiently. Join us as we share tips and techniques on implementing blended learning. |
 |
Conservation Education: A Brief History, Current Challenges and Future Directions |
1.00 |
The field of conservation education has experienced significant paradigm shifts since its said-to-be inception in the 1960's. While many advances have been made in the field of conservation education, many challenges and varying viewpoints remain. This is especially true as many conservation related issues are underpinned by political, economic and cultural opinions and allegiances. Using the literature and projects underway at the San Diego Zoo Institute for Conservation Research and beyond, we will discuss these changes and challenges, while exploring what the future of conservation education may have in store. |
 |
Writing the Annual Development Plan |
1.00 |
The key to success in any Development department is having a solid plan. Development Planning helps you stay on task and stick to your goals when everyone is pulling you in multiple directions. Planning also gives you the option to be flexible when necessary. In this Webinar you will learn the key elements of a successful Annual Development Plan and have a toolkit for your own planning. This Webinar will help you: understand the development function and how it interacts with, and relates to the functions of other departments; create a development philosophy that guides your overall vision for success; set development goals; create action plans for each area of responsibility within the development function; create donor contact plans; understand the various development categories and identify the categories you are responsible for in your organization; and, identify material needs for your development office, download examples of materials and edit them for your own use.
|
