General Summary: The Guest Services Agent - Sales Associate is a
significant position responsible for creating an exceptional guest experience
that is exciting, engaging, and entertaining. All Guest Service Agent - Sales Associate will provide guests with information in accordance with the Zoo’s goals;
including but not limited to ticket sales, membership programs, encounters, and
other Zoo attractions. Additionally, the Guest
Services Agent - Sales Associate 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;
- Receive
and verify accurate distribution of opening cash;
- Perform
accurate and efficient monetary transactions and maintain precise daily
records;
- Take
responsible measures to safeguard all acquired revenue;
- Reconcile
daily transactions with Cash Room including all cash, charges, and discounts;
- 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 program information;
- Provide guest control,
including challenging situations;
- Use a campus wide radio
system to communicate information;
- Maintain cleanliness at work
locations;
- Ensure guest safety at all
times;
- Load and unload guest
responsibilities associated with Zoo shuttles;
- Load and unload guest
responsibilities associated with amusement rides;
- If reassigned due to business need, assist with
completing daily preventative maintenance on all Zoo rides, shuttle, and train;
- Monitor and validate
memberships of guests at the Zoo entrance;
- Promote all sales functions
at the main gate, including but not limited to; general admission, train
tickets, wristbands, carousel vouchers, camel rides (seasonally), penguin
encounters as well as membership sales and fulfillments.
- Promote sales in a manner
that will enable the Zoo to meet or exceed established annual membership
program sales goals
- Perform other duties as assigned;
and,
- Adhere to all policies and
procedures of the Zoo.
Communication (Internal
and External):
- Responsible for keeping the
Director, Managers, and Supervisors fully updated on any issues that may occur
during daily operations;
- 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):
- Assist in maintaining accurate documentation in
compliance with safety standards to include daily checklists, maintenance logs,
and training hours logs;
- Meet guidelines of the Cash
Discrepancy policy on a consistent basis;
- Distribute Zoo literature,
including but not limited to: maps, and event flyers, while maintaining
accurate supply of the same; and,
- Monitor guests’ behavior to
ensure their safety on and around the rides, shuttle, and train.
Minimum Qualifications:
Hospitality:
- Friendly
and outgoing;
- Possess
a positive and patient attitude;
- Possess
excellent verbal communication skill, as well as writing and math skills (i.e.
addition, subtraction, multiplication, division, and percentages); and,
- Adaptability- Willingness
to work until the last guest has left Zoo grounds each scheduled day.
Education:
- Minors
(14 to 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:
- Minimum of six months related
experience and/or training;
- Proficient in cash handling
procedures;
- Familiarity with a Point of
Sale (POS) system environment; and,
Working Conditions:
- Must be able to stand and
remain active for an eight hour shift;
- Must be able to sit upright
for long periods of time;
- 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 two-way radio, rides,
computer, computerized register, and telephone.
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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