Guest Experience Assistant operates the Zoo’s main phone lines, provides departmental support and interacts with the general public, vendors, and staff about Zoo programs, promotions, services and activities. The Guest Experience Assistant, stationed in the Guest Services office, serves a pivotal communications role to both Zoo guests and Zoo employees.
Essential Functions of the Position
- Answers general questions about daily programs, tours, parties and events.
- Receives and helps mediate guest complaints.
- Collects lost items for Lost and Found.
- Follows appropriate procedures for emergency situations, reuniting lost children and guests. Checks out and cleans Sensory Bags.
- Schedules VIP Tours, Wild Encounters and Safari Cart Tours
- Directs guests to appropriate departments.
- Communicates emergency news and procedures to team leads and brand ambassadors.
- Fills in for Brand Ambassadors as required.
- Assists with admission transactions.
- Facilitates refunds for admissions and vending.
- Record guest complaints daily and sharing with appropriate parties.
- Communicates problems and proposing solutions to both guests and co-workers.
- Assists with scheduling and training Guest Experience staff.
- Assists with special events ticket sales.
- Must be knowledgeable about Zoo’s attractions.
Non-essential Functions of the Position
- Other duties as assigned.
- Required to walk, sit and stand for periods of time.
- Ability to push, lift and carry up to 25 lbs independently.
- Ability to bend, stoop, kneel and move intermittently throughout the day.
- Ability to work in extreme weather conditions.
- Noise level is usually quiet to moderate, with occasional increases due to large groups of people in Zoo buildings and on grounds.
- Exposure to external environmental conditions, such as heat, cold, rain, snow and ice.
- Exposure to potentially dangerous animals.
- Ability to report to work on time as scheduled.
- Ability to work a flexible schedule which may include evenings and/or weekends and holidays and during emergency situations such as dictated by weather.
- Prior experience in tourism, hospitality, public speaking, theater/drama productions.
- Ability to clearly communicate and convey information to the guests.
- Successful completion of a pre-employment background check, a physical examination, and a drug test.