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General Summary:  The Guest Services Agent is responsible for exciting, engaging, and entertaining guests in a way that promotes a positive Zoo experience.  This position requires a flexible schedule to include weekends, holidays, and special events. The Guest Services Agent will report directly to the Director of Guest Services Operations and Guest Services Manager(s). Additionally, the Guest Services Agent will support the Zoo’s mission to save wildlife and protect wild places and contribute to its environmental, social, governance sustainability, conservation, education, and DEAI (Diversity, Equity, Accessibility, and Inclusion) goals. 

Essential Functions:

Primary Function:

• 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;
• 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 information;
• Provide guest control, including challenging situations;
• Use a campus wide radio system to communicate information;
• Assist with transporting guests safely to and from designated locations throughout assigned shift;
• Maintain cleanliness at work locations;
• Ensure guest safety at all times;
• Load and unload responsibilities associated with Zoo shuttle;
• Load and unload responsibilities associated with amusement rides;
• Assist with completing daily preventative maintenance on all Zoo rides, shuttle, and train;
• Monitor and validate memberships of guests at the Zoo entrance;
• Perform other duties as assigned; and,
• Adhere to all policies and procedures of the Zoo.

Communication (Internal and External):

• 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):

• Distribute Zoo literature, including but not limited to: maps, event flyers and comment cards, while maintaining accurate supply of the same; and,
• Monitor guests’ behavior to ensure their safety on and around the rides, tram, and train. 

Minimum Qualifications:

Hospitality:

• 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.

Education:

• Minors (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:

• None

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 35 pounds of force to lift, push, pull, carry, or otherwise move objects.
• Exposure to potential environmental hazards such as poison oak/ivy, uneven terrain, insect bites/stings, and Hepatitis B depending on the position. 

Equipment:

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

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.