The Guest Service Attendant (GSA) works with large groups of students, teachers, and chaperones to ensure safe and organized admission onto zoo grounds. Guest Service Attendants assist Zoo Rangers with guests on grounds, giraffe feeding entrance and platform in addition to assisting with special events. During seasonal hours of operation, Guest Service Attendants monitor the Water Play area to ensure guest safety and service and inform them of Water Play area rules.
Our Mission: Houston Zoo connects communities with animals, inspiring action to save wildlife.
Our Vision: Houston Zoo will be a leader in the global movement to save wildlife.
Job Duties and Responsibilities – Priority
Maintains guest, staff and resident health, safety and security service as a priority
Contributes to saving animals in the wild through: reduction of waste, water and energy use and inspiring guests and staff to take wildlife protecting actions
Guest Service Attendant
Ensures zoo guests and visitors receive positive and impactful guest experiences by applying top quality customer service standards and zoo principles
Provides exceptional internal and external guest service per established guidelines. Greets and assists guests in a friendly and positive manner providing information regarding zoo events, rules, directions and amenities
Seeks opportunities to engage guests by providing messaging/stories/experiences of how the zoo is actively saving animals in the wild
Organizes school groups in public parking bus drop off location and assists with entrance to the zoo in an orderly fashion; assists in organizing school groups as they exit the zoo
Explains check-in procedures and zoo rules to all students, teachers and chaperones
Assists in setting up and breaking down of parking lot equipment
Assists in directing buses with parking/unloading procedures
Assists Ranger team members with monitoring group adherence to zoo rules while on zoo grounds
Monitors water play area and ensures safety rules are followed
Reports unsafe conditions or safety concerns to Ranger Supervisor
Assists Ranger team members with minor first aids
Understands and is knowledgeable of departmental manual, emergency plans, emergency phone numbers and protocols
Assists with lost child procedures, giraffe feeding, and guest service while on zoo grounds
Monitors the zoo’s traveling exhibit area
Communicates professionally and appropriately with Rangers and other zoo staff over handheld radio; responds timely to radio requests
Assists with special events as required
Performs other duties as assigned
Education and Experience
High school diploma, general education degree (GED); or one to three months related experience and/or training
Experienced with guest/customer relations; ability to respond appropriately to safety concerns and guest complaints
Language/Math/Reasoning Ability
Ability to read and comprehend simple instructions, short correspondence, safety rules and operating manuals. Ability to write simple correspondence and document reports/incidents. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Ability to apply common sense understanding and practical problem solving to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Computer Skills
Basic personal computer skills including electronic mail, word processing, spreadsheet, graphics, etc.
Experience in Microsoft Office applications
Competencies
Job Knowledge/Technical Knowledge: Demonstrates a sound working knowledge of current role and the technical systems and applications used in performing this role, and understands the impact this role has on other business functions within the organization
Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation
Manages Change: Demonstrates effectiveness and flexibility with changing environments, responsibilities, tasks, and people.
Problem Solving: Identifies and resolves issues timely by gathering and analyzing information skillfully.
Attention to Detail: Follows detailed procedures to ensure accuracy in the entry and reporting of data/information
Organization: Uses time efficiently by prioritizing and planning work activities. Methodical and efficient in structuring tasks to be accomplished.
Professional maturity: The ability to separate emotional feelings from the real issues at hand. The ability to legitimately and objectively challenge the substance of our beliefs and biases of our observations.
Initiative: Takes a responsible, proactive approach and willingness to get things done independently; readiness to take the lead on new projects, ideas, tasks or assignments.
Responsibility: The ability to meet commitments made to yourself and others, keeping the promises you make, and acknowledging and accepting the choices you have made, the actions you have taken, and the results they have led to.
Communication: The ability to write and speak effectively using appropriate convention based on the situation; actively listens to others, asks questions to verify understanding, and uses tact and consideration when delivering feedback to others.
Flexibility: Demonstrate responsiveness and adaptability following change initiatives, and demonstrates ongoing support for change efforts.
Intelligence: Understand and comprehend information, as well as find application and value from new knowledge.
Integrity and Respect: Demonstrates upmost level of integrity in all instances, and shows respect towards others and towards company principles.
Judgment: Demonstrates ability to make independent and sound decisions in all situations.
Guest Focus: The ability to demonstrate a series of activities designed to enhance the level of guest satisfaction
Teamwork: Shares key information with others involved in a project or effort, works in harmony to accomplish objectives, responds with enthusiasm to directives, and shows support for departmental and organizational decisions.
Energetic: Exhibits high levels of energy and enthusiasm
Quality: Sets high standards and measures of excellence to ensure quality assurance in every aspect of work performed.
Computer Savvy: The knowledge and ability to use computers and technology efficiently and effectively.
Collaboration and Partnership: Encourages and embraces dialogue from team members, while anticipating and resolving conflicting differences by exploring mutually agreeable solutions.
Accountability: Takes personal responsibility and ownership for adhering to all company policies and procedures while also completing work timely and in accordance with performance expectations.
Physical Demands
Ascending or descending stairs, ramps, ladders and the like, using feet and legs and/or hands and arms
Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow or slippery surfaces.
Bending legs downward and forward by bending leg and spine
Standing or moving about on foot to accomplish task, particularly for long distances or sustained periods of time
Using upper extremities to press against something with steady force
Using upper extremities to exert force. Raising objects from a lower to a higher position or moving objects horizontally
Perceiving size, shape, temperature, or texture by touching with skin, particularly the fingertips
Activities in which you must convey by spoken word or instruction to other workers accurately, loudly or quickly
Perceiving the nature of sounds with or without correction
Substantial movements (motion) of the wrist, hands, and/or fingers
Visual acuity including color, close/distance vision, depth perception, and peripheral vision
Ability to adjust focus
Moderate physical activity performing somewhat strenuous daily activities
Exerting up to 50 pounds of force occasionally to lift, carry, pull, or otherwise move objects
Manual dexterity sufficient to reach/handle items, works with the fingers, and perceives attributes of objects and materials
Produce negative test results for annual tuberculosis testing and vaccination for rabies or other zoonotic diseases
Work Environment
Outdoors exposed to changing weather conditions (rain, sun, heat, wind, etc.)
Moderate to loud noise
Exposure to significant levels of heat, cold, moisture and/or air pollution
Exposure to potentially dangerous animals and zoonotic diseases, chemical substances and physical trauma of a minor nature such as cuts, bruises and minor burns
Public Contact
Requires heavy public contact requiring considerable interpersonal skill, extensive interaction with the public, donors, and members requiring a high degree of guest services skills
Work Hours
Hours include normal zoo operating hours, weekends, evenings, holidays, special events and extended hours
About Houston Zoo
The Houston Zoo is made up of many moving parts with over 6,000 permanent residents (our animals) for whom we provide housing, meals, medical care and, yes, even education! There are over 2 million guests each year who come to experience our incredible variety of animals and ecosystems, as well as attend special private and public events and entertainment. Our dedicated staff works around the clock to ensure that the Zoo is always running smoothly for the safety and well-being of our residents and guests. We strive to ensure the protection of all the counterparts of the animals we have at the Zoo and in the wild.Join the Houston Zoo and become a part of an organization that is focused on the preservation of wildlife and their habitats by combining conservation with education and promotion of sustainable livelihoods in the local communities. Houston Zoo is an Equal Opportunity Employer.
