This is your opportunity to join the dynamic Business Development team at Woodland Park Zoo. Applications are now being accepted for Guest Services Associate in the Admissions department. SUMMARY This position promotes and fulfills the zoo's mission by performing the functions of daily operations at Guest Services. Guest Services and their staff are the main contact point for zoo guests and staff seeking zoo related information, customer service, and general assistance. ESSENTIAL DUTIES AND RESPONSIBILITIES - Performs the day-to-day operations of Guest Services such as greeting and directing visitors, assisting with lost persons, managing lost and found items, assisting guests with questions or complaints, and screening and answering incoming phone calls from the public and zoo staff.
- Provides information to the public in person or on the phone, including but not limited to: zoo hours, prices/fees, regulations, programs, exhibits, special events, classes, directions, lost and found items and the zoo animal collection.
- Attempts to rectify guest disputes, complaints, and issues or pass to shift lead if appropriate.
- Monitors and uses zoo-wide radio communications, and uses the zoo-wide public address system.
- Assists with first aid care under the direction of zoo EMT team and contacts Emergency Response Agencies (SPD & SFD) as required.
- Assists with emergency drills, and real-time zoo emergencies under the guidance of the Emergency Services Team.
- Rents strollers, wagons, wheelchairs and umbrellas to zoo guests. Cleans and maintains rental equipment after returned.
- Operates cash registers or point of sales terminals for rental fees, including handling the exchange of payments, maintaining a cash drawer and completing daily paperwork.
- Ensures a safe environment for guest, staff and volunteers; monitors key areas and entrances and reports safety concerns to a supervisor in a timely fashion.
- Communicates on-site issues or ideas for improvements regarding customer service, personnel, policy or other related areas. May be asked to be involved in continuous improvement exercises for the unit.
- Maintains all Guest Services workspaces by keeping them clean and organized.
- Occasionally assists with entry gate duties such as selling general admission tickets and memberships as well as operating the Historic Carousel.
- Performs breaks if necessary and assists other Admissions units with related projects
- Occassionally walk zoo grounds with the intent of interacting with guests, answering questions and providing customer service
- Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES There are no supervisory responsibilities. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Strong communication and interpersonal skills.
- Ability to prioritize daily tasks and demonstrate time management skills, including working with multiple tasks simultaneously.
- Possess a professional and positive attitude in a stressful environment.
- Ability to learn and adapt quickly in a constantly changing environment.
- Ability to work with strong attention to detail.
- Ability to work as part of a team and independently.
- Have strong cash handling skills.
- Ability to work outside of regular zoo hours for special events.
- Ability to work a flexible schedule that includes varying hours, weekends and evenings.
- Possess reliable and punctual attendance habits.
- Enjoy working with and serving diverse population.
- Be interested in and enthusiastic about the zoo.
- Must be proactive and accomplish assigned tasks with minimal supervision.
- Commitment to the mission of the zoo and the institution's Core Values.
EDUCATION/EXPERIENCE One-year certificate from an accredited college or technical school; or one to two years of guest/customer service experience; or an equivalent combination of education and experience. CERTIFICATES, LICENSES, REGISTRATIONS None. COMPUTER SKILLS Knowledge and experience with basic computer skills required to communicate via email, fill out electronic timesheets, forms, and other electronic record keeping. CUSTOMER SERVICE SKILLS Must be enthusiastic and customer-service oriented and able to deal with clients in a courteous and professional manner. Must enjoy working with the public including diverse populations and people of all ages. LANGUAGE SKILLS Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information one-on-one and in small group situations to customers, guests and other employees of the organization. MATHEMATICAL ABILITY Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must regularly lift and move up to 25 pounds and occasionally lift and/or move up to 50 pounds. The employee is occasionally required to set up tables, chairs, supplies and other necessary equipment. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. Close vision is required to check identification cards, membership cards, coupon types, etc. and computer and register buttons and screens. Distance vision is necessary for adequate crowd control. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to outdoor weather conditions. The noise level in the work environment is usually moderate but may be higher than moderate at times. Employees may be asked to work in physically close quarters. APPLICATION DEADLINE: Applications are due prior to 12:00 AM on the posted Close date (i.e. by 11:59 PM the evening before). Woodland Park Zoo is an equal opportunity/affirmative action employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, sex, religion, national origin, disability, veteran’s status, sexual orientation, or gender identity/expression. |
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