Guest Services Agent - Sales Associate (Seasonal)

General Summary: The Guest Services Agent - Sales Associate is a significant position responsible for creating an exceptional guest experience that is exciting, engaging, and entertaining. All Guest Service Agent – Sales Associate will provide guests with information in accordance with the Zoo’s goals; including but not limited to ticket sales, membership programs, encounters, and other Zoo attractions. Additionally, the Guest Services Agent – Sales Associate will support the Zoo’s conservation, sustainability, education, and DEAI (Diversity, Equity, Accessibility, and Inclusion) goals.

This position is seasonal, and will last until June 30, 2025. The hours of this position are 5 PM to 10 PM. 

Essential Functions:

Primary Functions:    

• 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;
• Receive and verify accurate distribution of opening cash;
• Perform accurate and efficient monetary transactions and maintain precise daily records;
• Take responsible measures to safeguard all acquired revenue;
• Reconcile daily transactions with Cash Room including all cash, charges, and discounts;
• 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, Shuttles, train, and membership program information;
• Provide guest control, including challenging situations;
• Use a campus wide radio system to communicate information;
• Maintain cleanliness at work locations;
• Ensure guest safety at all times;
• Load and unload guest responsibilities associated with Zoo shuttles;
• Load and unload guest responsibilities associated with amusement rides;
• If reassigned due to business need, assist with completing daily preventative maintenance on all Zoo rides, shuttle, and train;
• Monitor and validate memberships of guests at the Zoo entrance;
• Promote all sales functions at the main gate, including but not limited to; general admission, train tickets, wristbands, carousel vouchers, camel rides (seasonally), penguin encounters as well as membership sales and fulfillments.
• Promote sales in a manner that will enable the Zoo to meet or exceed established annual membership program sales goals 
• Perform other duties as assigned; and,
• Adhere to all policies and procedures of the Zoo.

Communication (Internal and External):

• Responsible for keeping the Director, Managers, and Supervisors fully updated on any issues that may occur during daily operations;
• Respond appropriately to guests’ questions, comments, or concerns;
• Communicate with fellow Guest Services Agents by radio contact as needed following Zoo 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;
• Meet guidelines of the Cash Discrepancy policy on a consistent basis;
• Distribute Zoo literature, including but not limited to: maps, and event flyers, while maintaining accurate supply of the same; and,
• Monitor guests’ behavior to ensure their safety on and around the rides, shuttle, and train. 

Minimum Qualifications:

Hospitality:

• Friendly and outgoing;
• Possess a positive and patient attitude;
• Possess excellent verbal communication skill, as well as writing and math skills (i.e. addition, subtraction, multiplication, division, and percentages); and,
• Adaptability - Willingness to work until the last guest has left Zoo grounds each scheduled day.

Education:

• Minors (14 to 17 years of age) may be considered for employment by the Human Resources Department at the Zoo.  However, minors are required to furnish an authorized work permit agreement with the necessary signatures to legally work at the Zoo. 

Experience/Training:

• Minimum of six months related experience and/or training;
• Proficient in cash handling procedures;
• Familiarity with a Point of Sale (POS) system environment; and,

Working Conditions:

• Must be able to stand and remain active for an eight-hour shift;
• Must be able to sit upright for long periods of time;
• 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 35 pounds of force to lift, push, pull, carry, or otherwise move objects.

Equipment:

• Must be able to operate a variety of equipment including two-way radio, rides, computer, computerized register, and telephone.

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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