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Job Description

Location: Bronx Zoo

Department: Visitor Services

Title: Guest Relations Representative

Employment Type: Temporary

Status: Non-Exempt

Grade Level: Hourly

Pay Rate: starting at $19.00/hour

Reports To: Assistant Manager, Guest Relations

Schedule: Must be able to work weekdays, weekends, holidays, and some nights. Schedule varies and is dependent on weather and guest attendance; schedule is subject to change through the spring and summer.

Hours: 8:30 am to 5:30 pm

This role is expected to begin in March; however, an earlier start date is possible if the ideal candidate is identified sooner.

Position Summary

Guest Relations is looking for outgoing individuals who are motivated to provide superior customer service that will enhance our guest's experience while maximizing revenue in support of the mission of the Wildlife Conservation Society.

Successful candidates will be supporting three key roles: direct guest assistance at a specified location within the Bronx Zoo, functioning as a receptionist for an Administration building, and providing back-of-house support to reception area and field staff. Tasks and daily assignments will vary, and include operating a multi-line phone system, data entry and correspondence through our Customer Relations Management system, and interacting daily with zoo visitors and WCS employees.

Responsibilities

Responsibilities include but are not limited to:

Service:

• Provide superior service to guests including but not limited to, assisting with directions to various parks, exhibits, attractions, rides, and amenities, distributing information about park schedules and special events.
• Maintaining a thorough knowledge of the WCS City parks.
• Answering a busy multi-line phone system.
• Transferring calls and taking messages accurately and completely.
• Forwarding voicemails/emails to the appropriate parties.
• Respond to guest correspondence with accurate and timely information.
• Data entry - log and track guest correspondence and interactions that occur via email, phone, or in person.
• Operate entry doors for staff and visitor access to office building.
• Provide service recovery to guests who have questions, comments, or complaints.
• Maintain a clean office environment.

Sales:

• Knowledgeable of products and pricing of in-park experiences.
• Promote revenue generating opportunities that add value to the guest experience.

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