Guest Services Associate

Nashville Zoo at Grassmere

Position Description

Position Title: Guest Services Associate

Department: Guest Services

Supervisor: Guest Service Supervisors, Director of Guest Services

Position Status: Part-time & Full-Time, Nonexempt

Company Overview:

Nashville Zoo is dedicated to inspiring a culture of understanding and discovery of our natural world through conservation, innovation, and leadership. With a diverse collection of animals and a commitment to wildlife preservation, we provide engaging experiences for visitors of all ages.

Position Description:

Responsible for the following activities: selling daily admissions-related items, advertising zoo membership, checking in, assisting and greeting guests.

Duties and Responsibilities:

Guest Relations

• Provide zoo visitors with the highest quality of customer service at all times, including appropriate greetings and handling of transactions.
• Be flexible in working various guest services locations including cross training in ticket sales, membership recruitment, token sales, running the Wild Animal carousel, selling nectar, equipment rentals, monitoring the play and surface areas at the Jungle Gym and operating the Wilderness Express (train).
• Be educated about the Zoo and current activities, programs and exhibits to address questions and make recommendations to guests to maximize their visit to the Zoo.
• Be familiar with all items, ticket and membership types to best serve the guests and their needs, including familiarity with new discount types.
• Maintain a positive example in meeting the needs of Nashville Zoo guests, working with other crew members to improve guest relations and handle individual guest issues as needed.

Financial

• Maintain proper cash handling protocols in the ticket booths and guest services hut at all times.
• Follow procedures for proper financial transactions with guests and in cash management and exchange for change requests and safe drops.
• Prepare individual stations for balanced bank deposits, cashouts and settlements daily.
• Work with Leads as needed to evaluate overages and shortages and work proactively to address any procedural issues.
• Handle all financial transactions honestly and fairly.

Ticketing

• Properly utilize the Accesso Ticketing System for the sale of admissions, memberships and other items.
• Work with Guest Services Director and/or Leads for updates on use of the system and retrain/refresh skills on a regular basis.
• Provide employee and guest feedback for potential improvements and modifications to the system when needed.
• Responsible for entering all sales into register quickly and effectively maintaining an efficient operation, both automated and manual.
• Responsible for entering all survey information (zip codes).

Qualifications

Skills:

• Ability to work independently.
• Ability to work with others in a positive, encouraging environment.
• Ability to communicate effectively.
• A person who is well-organized and capable of thinking effectively in the moment.
• Basic cash handling knowledge for making change and conducting transactions.

Education/ Experience:

Must have received or be currently seeking high school diploma or GED equivalent. Some knowledge of cash register or computer sales programs helpful as well as general guest or customer service experience in a related field required.

Physical Responsibilities:

• Working Conditions are primarily outside. Must be able to work outside year round in inclement weather such as extreme high/low temperatures, snow and rain conditions.
• Stand, sit, or walk for an extended period of time or for an entire work shift. Applicants are required to have the ability to bend, stoop and extend oneself etc., as required for performing assigned tasks.
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.

Work Schedule:

Flexibility: Position may require flexibility in working hours to accommodate special events, emergencies, or animal care needs.

Pre-employment requirements:

Nashville Zoo is an EEO Institution and a Drug Free Workplace.

At-will employment

Candidates for this position are required to submit to a criminal background check and pass a drug test.

Qualifications