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Visitor Services Agent - Ride Operator 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Category Visitor Services  

General Summary: The Visitor Services Agent - Ride Operator is responsible for safely transporting guests between designated areas in a way which promotes a positive Zoo experience and demonstrates unparalleled customer service. This position requires a flexible schedule to include weekends, holidays, and special events. The Visitor Services Agent will report directly to the Director of Visitor Services Operations and Visitor Services Manager(s). This position is not responsible for maintenance or repairs on equipment.

Essential Functions:

Primary Function:

  • To transport guests safely to and from designated locations on the shuttle and train;
  • A secondary assignment may include operating the carousel;
  • 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;
  • Assist with completing daily operations checklist on zoo shuttle;
  • Use train and shuttle intercoms to greet and welcome guests, provide safety instructions, and make any other necessary announcements;
  • Monitor guests' behavior to ensure their safety on and around the shuttle, train, and carousel;
  • Load and unload responsibilities associated with Zoo shuttle, train, and carousel;
  • Safely and efficiently assist with operating assigned equipment;
  • Ensure cleanliness of all shuttle cars and train, including shuttle and train stops and surrounding areas;
  • Provide guest control, including challenging situations;
  • 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, shuttle, train, and membership information;
  • Monitor and validate memberships of guests at the Zoo entrance as needed;
  • Perform other duties as assigned; and,
  • Adhere to all policies and procedures of the Zoo.

Communication (Internal and External):

  • Responsible for keeping 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 Zoo staff by radio contact as needed following proper 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; and,
  • Distribute Zoo literature, including but not limited to: maps, event flyers and comment cards, while maintaining accurate supply of the same.
Position Requirements

Minimum Qualifications:


  • Friendly and outgoing;
  • Possess a positive and patient attitude;
  • Possess excellent verbal communication skills; and,
  • Adaptability- Willingness to work until the last guest has left Zoo grounds each scheduled day.


  • High School Diploma or equivalent.


  • Possess a valid driver’s license.

Working Conditions:

  • Must be able to stand and remain active for an eight hour shift;
  • 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 50 pounds of force to lift, push, pull, carry, or otherwise move objects.


  • Must be able to operate a variety of equipment including shuttle, train, carousel, two-way radio, telephone, golf cart, etc.

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.


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.

Full-Time/Part-Time Full-Time  
Shift Various Shifts  
Position Visitor Services Agent - Ride Operator  
Exempt/Non-Exempt Non-Exempt  
Open Date 1/13/2020  
Location The Maryland Zoo in Baltimore  
About the Organization Founded in 1876, The Maryland Zoo in Baltimore is the third oldest zoo in the United States and is internationally known for its contributions in conservation and research. More than 1,500 animals are represented in the Zoo's varied natural habitat exhibits in areas such as Polar Bear Watch, the Maryland Wilderness, African Journey and the award-winning Children's Zoo. Situated in Druid Hill Park near downtown Baltimore, the Zoo is accredited by the Association of Zoos & Aquariums. For more information, visit  

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