Guest Services Associate

JOB TITLE: Guest Services Associate

REPORTS TO: Sr. Director of Operations (SDO)

FLSA STATUS: Non-Exempt

TYPE OF POSITION: Part-time (seasonal)

WORK MODEL: On-Site

RATE OF PAY: $9.50

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JOB SUMMARY:Guest Services Associates perform a variety of roles to maximize the guest experience. The role changes based on LVZ’s daily needs and as the season evolves. Most assignments are guest-facing and will interact significantly with guests while working at point-of-sale locations. This role involves providing quality customer service, knowledge of our ticketing and merchandise platforms, and being accessible to guests for questions and concerns. Guest satisfaction is paramount to the success of the Lehigh Valley Zoo.

Employees in this position have the opportunity to extend their employment to include our Winter Light Spectacular fundraising event.

MAIN DUTIES AND RESPONSIBILITIES

• Create and maintain a positive experience for all LVZ guests.
• Train for all the department roles and thoroughly learn all roles and expectations.
• Know your Guest Service Handbook and Training Manual to familiarize yourself with Zoo expectations, policies, codes, etc.
• Be accountable for sign-in/sign-out radios and proper usage of radio communications.
• Learn the Safety codes and can confidently react to emergencies.
• Attend the daily Morning Roundup, held 30 minutes before the Zoo opening.
• Remain at your assigned role unless granted permission from your Guest Service Lead or SDO.
• Contribute to daily LVZ cleanup after a shift or closing time as needed.
• Other duties as assigned by Zoo management.

Admissions (Gate/Quad/Office)

• Become adequately trained to run the FareHarbor ticketing platform.
• Ensure money in the designated cash box is counted correctly and balanced before and after each shift.
• During a shift, keep the sales location organized, clean, and adequately stocked, with a detailed emphasis on these areas after the Zoo closes.
• Awareness of all daily promotions, event times, discounts, coupons, offers, etc.
• Ability to upsell guests during check-in (tokens, feedings, pins, etc.)
• Understand procedures for member check-in, Will-Call system, AZA Reciprocal lists, etc.
• Ability to answer general guest questions or funnel to proper channels.
• Readiness to transition to another role at any time per the instruction of a guest service lead or SDO, pending the volume and needs of LVZ.

Merchandise (POS Locations)

• Become adequately trained to run the Aluvii merchandise platform.
• Ensure money in the assigned cash box is counted correctly and balanced before and after the shift.
• During a shift, keep the sales location organized, clean, and adequately stocked, with a detailed emphasis on these areas after the Zoo closes.
• Promote sales by engaging guests.
• Ability to upsell guests during the check-out process.

Utility

• Lead role in LVZ daily setup, organizing setup of umbrellas, wagons, tents, Dippin’ Dots, A-frames, barriers, etc.
• Knowledge of all roles to fill in or offer employee breaks wherever and whenever needed.
• A presence in the Zoo to be available for guest questions, tend to any out-of-place objects, assist other employees, pick up miscellaneous debris, etc.
• With guest service leads and SDO, coordinate LVZ closing, from the guest sweep to cleanup and other closing duties.

Clean Team

• Follow instructions/cleaning lists to ensure all areas of LVZ are kept clean.
• Assist Utility Guest Service Lead with daily LVZ setup.
• Knowledge of where supplies are stored and which supplies are to be used.
• Take pride in the physical appearance of LVZ to maximize guest experience.

SKILLS COMPETENCIES
Comfortable speaking to small and large groups of people
Always be friendly, outgoing, polite, and professional with guests and staff.
Ability to develop and maintain effective working relationships.
Ability to follow written and oral directions and to exercise sound judgment.
Personal and professional image and demeanor.
Knowledgeable in money handling and essential math skills.
Committed to ensuring “all guests have a positive experience and leave happy.”
Flexibility with schedule; available to work weekends, holidays, and evenings as needed

QUALIFICATIONS AND EXPERIENCE
High school diploma or equivalent preferred

Minors must provide a Work Permit.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here represent those that an employee must meet to perform the essential functions of this job successfully.

Physical Demands: Performing the job duties of this position involves walking throughout the zoo grounds, standing for long periods, and other physical tasks, including sit; stand; use hands to fingers; handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employees must occasionally lift and/or move/transport up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment: The noise level in the work environment is usually minimal. While performing these job duties, you will sometimes be required to work outside in all weather conditions throughout the day.