Guest Services Team Member

Summary:

The Guest Services Team Member works across various stations, including parking, reception, and building monitoring, while providing excellent customer service and positive experience to all guests. This role involves sharing your knowledge of zoo experiences, collaborating with team members, and adapting quickly to meet the needs of the department. Flexibility, strong customer service skills, and knowledge of safety and first aid procedures are key to success in this position.

Essential Job Functions:

• Provide friendly and helpful service to guests, including greeting, answering questions, and providing directions as needed.
• Sharing accurate and up-to-date information about available Zoo experiences, attractions, and amenities.
• Monitoring multiple stations including parking, reception, and buildings.
• Controlling/monitoring entry to Zoo parking lots, including handling card or cash transactions as necessary.
• Guiding vehicles to designated parking spaces and managing traffic flow to prevent congestion.
• Patrol the Zoo parking areas and Zoo grounds and enforce Zoo policies and procedures to ensure the safety of the animals, guests, and employees.
• Address guest concerns and complaints, using appropriate strategies to resolve issues and ensure guest satisfaction.
• Provide first-aid and coordinate emergency response when necessary.
• Communicate incident details to management effectively, including submitting accurate and detailed incident reports in a timely manner.
• Thorough understanding of all emergency plans, safety and operating procedures/standards-especially with regard to handling guests and maintaining service if an emergency or other issue arises.

Minimum Education and Experience:

• High school diploma or equivalent.
• 1 year of relevant experience, or any equivalent combination of education and experience that demonstrates the ability to do the job.

Preferred Education and Experience:

• Previous work experience in entertainment, sports or hospitality organization and involvement in a guest-facing capacity.

Competencies:

• Guest Focus.
• Oral and Written Communication.
• Teamwork Orientation.
• Stress Management/Composure.
• Problem Solving.
• Time Management.
• Flexibility.
• Attention to Detail.

Supervisory Responsibility: None.

Reporting Structure: Reports to Guest Services Manager, Guest Services Lead.

Position Type/Expected Hours of Work:

This position regularly requires flexible hours including weekdays, holidays, and weekends including early morning, daytime, and evening hours to provide coverage during Zoo hours of operation.

Work Environment:

Zoo Grounds: this position primarily works in an outdoor setting and will frequently be exposed to outdoor weather conditions, including low and high temperatures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This position requires frequent standing/walking/bending/kneeling and will often move or lift objects up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Other Requirements:

• 18 years or older.
• Clear background check.
• Clear drug screening.