Maryland Zoo is an EEO Employer - M/F/Disability/Protected Veteran Status
General Summary:
The Guest Services Agent - Driver is responsible for safely
transporting guests between designated areas in company registered vehicles and
equipment in a manner which promotes a positive Zoo experience and demonstrates
unparalleled customer service. This
position requires a flexible schedule to include weekends, holidays, and
special events. The Guest Services Agent – Driver, will report directly to the
Director of Guest Services Operations and Guest Services Manager(s). This
position is not responsible for performing maintenance or repairs on equipment.
Additionally, the Guest Services Agent - Driver will support the Zoo’s mission to save wildlife and protect wild places and contribute to its environmental, social, governance sustainability, conservation, education, and DEAI (Diversity, Equity, Accessibility, and Inclusion) goals.
Please Note: This position will be available starting March 2, 2026.
Essential Functions:
Primary
Function:
- To transport guests safely to
and from designated locations on shuttles, mobility vehicles, and train;
- Drive vehicle in compliance
with all state driver's licensing requirements, department, and zoo wide safety
policies;
- A secondary assignment may
include operating the carousel, golf carts, gator, trash truck and refuse
vehicle
- 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;
- Assist with completing daily
operations checklist on zoo shuttle and train;
- Use
train and shuttle intercoms to greet and welcome guests, provide safety
instructions, and make any other necessary announcements;
- Monitor guests’ behavior to
ensure their safety on and around the shuttle, train, mobility vehicle and
carousel;
- Load and unload
responsibilities associated with Zoo shuttle, train, mobility vehicle and
carousel;
- Safely and efficiently assist
with operating assigned equipment;
- Ensure
cleanliness of all shuttle vehicles and equipment and train, including shuttle
and train stops and surrounding areas;
- Provide guest control,
including challenging situations;
- 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, shuttle, train, and membership information;
- Assist with snow removal as
needed:
- Monitor and validate
memberships of guests at the Zoo entrance as needed;
- Perform other duties as
assigned; and,
- Adhere to all
policies and procedures of the Zoo.
Communication (Internal and External):
- Responsible for keeping
Director, Managers, and Supervisors fully updated on any issues that may occur
during daily operations;
- Report safety matters to
management and/or security immediately;
- Respond appropriately to
guests’ questions, comments, or concerns;
- Communicate with Zoo
staff by radio contact as needed
following proper 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; and,
- Distribute Zoo literature,
including but not limited to: maps, event flyers and comment cards, while
maintaining accurate supply of the same.
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:
- High School Diploma or
equivalent.
Experience/Training:
- Must be 21 years old and
possess a valid driver’s license.
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
50 pounds of force to lift, push, pull, carry, or otherwise move objects.
- Exposure to potential environmental hazards such as poison oak/ivy, uneven terrain, insect bites/stings, and Hepatitis B depending on the position.
Equipment:
- Must be able to operate a
variety of equipment including but not limited to shuttles, mobility vehicle,
train, carousel, golf carts, gator, trash truck, refuse truck, 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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