General Summary: The
Guest Services Agent is responsible for exciting, engaging, and entertaining
guests in a way that promotes a positive Zoo experience. This position requires a flexible schedule to
include weekends, holidays, and special events. The Guest Services Agent will
report directly to the Director of Guest Services Operations and Guest Services
Manager(s). Additionally, the Guest Services Agent will support the Zoo’s
conservation, sustainability, education, and DEAI (Diversity, Equity,
Accessibility, and Inclusion) goals.
Essential Functions:
Primary Function:
- Interact in a
consistently pleasant and helpful manner to fellow employees, guests, vendors,
and other visitors of the Zoo and demonstrate the highest standards of internal
and external customer service;
- Provide
guests with information on all aspects of the Zoo experience such as exhibits,
on-ground activities (including times and locations), routes through the Zoo,
construction, shuttles, train, and membership information;
- Provide guest control,
including challenging situations;
- Use a campus wide radio
system to communicate information;
- Assist
with transporting guests safely to and from designated locations throughout
assigned shift;
- Maintain cleanliness at work locations;
- Ensure guest safety at all
times;
- Load and unload responsibilities
associated with Zoo shuttle;
- Load and unload
responsibilities associated with amusement rides;
- Assist with completing daily preventative maintenance
on all Zoo rides, shuttle, and train;
- Monitor and validate
memberships of guests at the Zoo entrance;
- Perform other duties as
assigned; and,
- Adhere to all policies and
procedures of the Zoo.
Communication (Internal
and External):
- Respond appropriately to
guests’ questions, comments, or concerns;
- Communicate with fellow Guest
Services Agents by radio contact as needed following Zoo radio etiquette and
protocol at all times; and,
- Contact an appropriate staff
member necessary to resolve guest issues.
Management of Resources
(financial, human resources, facilities):
- Distribute Zoo literature,
including but not limited to: maps, event flyers and comment cards, while
maintaining accurate supply of the same; and,
- Monitor guests’ behavior to
ensure their safety on and around the rides, tram, and train.
Minimum Qualifications:
Hospitality:
- Friendly and outgoing;
- Possess a positive and
patient attitude;
- Possess excellent verbal
communication skills; and,
- Adaptability-
Willingness to work until the last guest
has left Zoo grounds each scheduled day.
Education:
- Minors
(17 years of age) may be considered for employment by the Human Resources
Department at the Zoo. However, minors
are required to furnish an authorized work permit agreement with the necessary
signatures to legally work at the Zoo.
Experience/Training:
Working Conditions:
- Must be able to stand and
remain active for an eight-hour shift;
- Must
be able to walk large areas of the Zoo as needed;
- Must be able to work in an
outdoor weather environment in all seasons and weather, including
heat/humidity, cold temperatures, and/or wet conditions;
- Ability to work a flexible
schedule to include weekends, holidays, and special events; and,
- Must be able to exert up to
35 pounds of force to lift, push, pull, carry, or otherwise move objects.
Equipment:
- Must
be able to operate a variety of equipment including rides, two-way radio,
telephone, etc.
Traits Desirable:
- Ability to work with
individuals from a wide variety of ethnic, cultural and economic backgrounds;
and,
- Ability to identify and
resolve guest issues.
Disclaimer:
The statements above are intended to describe the general
nature and level of work being performed by employees assigned to this
classification. They are not intended to be construed as an exhaustive
list of all responsibilities, duties and/or skills required of all personnel so
classified. Therefore, management reserves the right to revise the job or
to require that other or different tasks be performed when circumstances
change.
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