Position: Guest Service Host
Host Reports To: Guest Services Manager
Compensation: $13.50 per hour
Position Summary:
Guest Service Hosts (Explorers) provide information and assist guests with ticket and membership purchases, field trip check in, admitting guests through the front entrance, and also will rotate through various Aquarium attractions including: Tuki’s Island Play and Party Center, EECO Voyager, and private evening special events.
Critical Skills/Competencies:
- Excellent oral communication skills and the ability to interact cheerfully with guests while working under considerable pressure in crowds
- Meet high standards of aquarium knowledge and customer service
- Required to complete an on-going program of continuing education in order to maintain a high level of customer service
Essential Duties and Responsibilities:
- Provides exceptional internal and external guest service according to established guidelines
- Assists guests in a friendly and positive manner regarding Aquarium offerings, prices, information, and directions
- Provides information and directions to guests concerning the Aquarium mission, rules, and events
- Anticipates guest needs and answers questions from guests concerning general knowledge of procedures, locations, and information
- Utilize the computerized admission system Galaxy to issue tickets and items and check event availability
- Up-sell additional items such as Memberships, Animal Encounters, and Animal Adoptions
- Collects cash or other payment from guests, determining amount due and change required
- Record payments and balance register utilizing Galaxy and other procedures when needed
- Performs routine accounting and money handling tasks related to receiving, recording, and depositing payments
- Maintains an accounting record of all cash, coupons, promotional materials, and donations received
- Verify various payment vouchers, forms, and documents
- Operates computer and other office equipment in an efficient and effective manner while answering phones and retrieving messages
- Remain productive and efficient while maintaining performance accuracy
- Project a professional image while in uniform and when using the radio
- Monitors area to ensure a secure environment and reports problems to supervisors
- Acts appropriately to clean up spills, trash, or debris in their immediate area
- Perform routine cleanliness checks and procedures in: public bathrooms, theatre, parking lots, galleries, and play center
- Comfortable giving and receiving performance feedback from supervisors and guests
- Other duties as assigned
- Staff will be required to work weekends, holidays, and some evenings
- Schedules will be on a rotating basis and you may be asked to occasionally work beyond scheduled work hours
- Staff may also provide crowd control if necessary during peak times
Scope of Position:
- Schedule includes weekends, evenings, and holidays, excluding Thanksgiving Day and Christmas Day
- May be required to work beyond scheduled shift, depending on special events and staff attendance
- Works a variable shift, depending on departmental needs
Physical Demands of the Job:
- Moderate moderate physical effort on a daily basis such as walking, bending, stooping and standing for long periods and regular lifting of heavy objects up to 50 pounds
- Maintain stations for extended periods and engage in rapid and repetitive hand motion
- Excellent hand/eye co-ordination and the ability to count out change and bills, rapidly and with accuracy
- Ability to work for long periods at a computer keyboard, clear speech, and good audio skills
Special Working Conditions:
- Interacts with diverse populations and a wide variety of staff
- Noisy workspaces, large crowds, along with cool and warm environments
While this job description attempts to describe the essential functions of the position, it does not prescribe or restrict the tasks that may be assigned. It does not restrict management’s right to assign or reassign duties or responsibilities to this job at any time. The overall work environment while performing this job includes exposure to weather conditions and the noise level is usually moderate. The employee is expected to adhere to all policies and to act as a role model in the adherence to the policies.
