Job Description
Wildlife Conservation Society
Position Description
Location: Bronx Zoo
Department: Visitor Services
Title: Guest Relations Team Lead
Employment Type: Temporary
Status: Non-Exempt
Grade Level: Hourly
Pay Rate: starting at $20.00/hour
Reports To: Assistant Manager, Guest Relations
Schedule: Must be able to work weekdays, weekends, holidays, and some nights. Schedule
varies and is dependent on weather and guest attendance; schedule is subject to change
through the spring, summer, fall and winter.
Hours: 8:30 am to 5:30 pm, some evenings for zoo programing.
Position Summary
Guest Relations Team Leads are outgoing individuals who support daily operations by guiding
representatives, reinforcing service standards, and ensuring a consistent, high-quality guest
experience while maximizing revenue in support of the mission of the Wildlife Conservation
Society.
In addition to performing core Guest Relations functions, Team Leads provide back-of-house
support, assist with staff training, and serve as a point of contact for operational questions. This
role supports direct guest assistance, reception coverage for the Administration building, and
coordination of back-of-house processes. Tasks and daily assignments will vary and include
supporting team workflow, operating a multi-line phone system, managing correspondence
through the Customer Relations Management system, and interacting with zoo visitors and WCS
employees.
Responsibilities
Responsibilities include but are not limited to:
Service:
• Provide superior service to guests including assisting with directions to parks, exhibits,
attractions, rides, and amenities, and distributing information about park schedules and
special events.
• Maintain a thorough knowledge of WCS City parks.
• Answer and support coverage of a busy multi-line phone system.
• Transfer calls and take messages accurately and completely.
• Ensure voicemails and emails are routed to the appropriate parties.
• Respond to guest correspondence with accurate and timely information.
• Perform and support accurate data entry by logging and tracking guest interactions across
email, phone, and in-person channels.
• Respond to routine guest questions, comments, and lower-level concerns, and ensure
appropriate escalation of complex or sensitive issues to management.
• Maintain a clean and organized office environment.
• Support daily team operations by serving as a point of contact for questions and providing
real-time guidance on guest interactions.
• In partnership with department leadership, support staff training and onboarding to ensure
highly satisfied visitors’ experience and consistent service delivery.
Back of House:
• Monitor and support the controlled issuance of tickets, ticket donations, Make-A-Wish
admissions, and other products and services in alignment with Business Services procedures.
• Ensure accuracy and proper documentation for all issued products and services.
• Process refunds and reschedules accurately and in a timely manner, following established
policies and procedures.
• Support consistency in back-of-house processes by reinforcing guidelines and addressing
questions from team members.
• Assist in tracking and organizing records related to guest transactions and internal requests.
Sales:
• Knowledgeable of products and pricing of in-park experiences.
• Promote revenue generating opportunities that add value to the guest experience.
Internal Qualification Requirements
Qualifications
• 1 to 3 years of experience in Guest Relations or a similar customer service environment
required.
• Demonstrated strong written and verbal communication skills.
• Friendly, proactive, and outgoing with the ability to support and guide team members.
• Ability to work independently while supporting team operations in a fast-paced environment.
• Strong problem-solving skills with the ability to recognize when to escalate issues.
• Ability to adapt to changing circumstances and shifting priorities.
• Dependable and reliable with strong attention to detail.
• Familiar with basic office equipment: phone, copier, scanner.
• Experience in MS Office applications.
EOE/ AA/M/F/Vets/Disabled
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