Guest Operations

SUMMARY/OBJECTIVE:

The Guest Operations Associate Is an important role in the Guest Operations Department. They assist with all front-of-house operations, which includes the Retail Shop and Admissions. This position is responsible for promoting walk-in membership sales and the sales of in-house encounters and programs, providing excellent customer service, maintaining accurate admissions and retail records, and safeguarding cash.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Hospitality and Guest Experience

• Greets guests and completes the check-in process by following established protocols focusing on excellent customer service.
• Enhances guest experience by promoting and selling memberships, brunch, all classes and education programs.
• Interacts with guests, asking if they are enjoying their visit, need any help finding a habitat, or have any questions in order to ensure a superior customer experience. Contacts appropriate department personnel, as needed, to properly respond to a guest.

· Utilizes the Point-of-Sale system efficiently for admission, merchandising, and scheduling. Accurately enters purchase orders following all protocols and policies.

· Maintains the cleanliness of all front-of-house operations.

· Assists in outside telephone call coordination, answering general guest questions and directing calls to appropriate individuals.

· Periodically serves as Shift Leader to maintain orderliness of educational areas, assist guests with wayfinding, respond to guest phone and email inquiries, and maintain gift shop merchandise so all products are stocked and neat.

· Stays up to date with the National Aviary messaging and is equipped to share interesting facts about our birds, changes, and updates with guests.

· Adheres to all National Aviary protocols and procedures.

· Interacts with visitors utilizing National Aviary Visitor Engagement protocol.

Membership and Program Promotion

• Greets guests and completes the check-in process. Promotes and sells memberships, encounters, and add-on programs.
• Utilizes the Point-of-Sale system efficiently for membership processing, admissions and timed entry, merchandising, and scheduling.

Reasonable Accommodations may be made to enable individuals with disabilities to perform the essential functions.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITIES:

· The Guest Operation Associate has no supervisory responsibilities.

SKILLS AND QUALIFICATIONS:

· Must be highly professional, respectful, and responsive when interacting with guests and colleagues.

· Well organized, with the ability to assess and prioritize multiple tasks and demands.

· Proficient in both written and oral communication skills, positive and professional appearance, and proficiency in public speaking.

· Must be able to clearly convey information and respond to questions in a professional manner

· Reliable and punctual

· Positive and professional appearance

· Ability to plan, organize and prioritize work.

· Ability to record detailed and accurate information necessary when booking events

· Must be able to operate the phone system and Point of Sale system

EDUCATION AND/OR EXPERIENCE:

· High school diploma or GED required

· Experience with Point-of-Sale system preferred.

OTHER REQUIREMENTS:

· Satisfactory Pennsylvania State Police Criminal Record Check and Child Abuse History Certification

· Satisfactory FBI Criminal Record Check

PHYSICAL DEMANDS:

While performing the duties of this job, the employee constantly operates a computer and phone and regularly moves about the office to access fixtures, file cabinets, office equipment, etc. The employee occasionally will use a stepladder and other tools to access merchandise. The employee occasionally lifts boxes up to 25 pounds across the facility.

WORK ENVIRONMENT:

Work environments will include climate-controlled office spaces, public areas where the noise level may be loud, and occasionally outdoors where work may need to be done in inclement weather conditions, including extremes of temperature and precipitation.

POSITION TYPE/ EXPECTED HOURS OF WORK:

The candidate must have a flexible schedule and be able to work on weekdays, weekends, holidays, and occasionally in the evening as job duties demand.

Job Type: Full-time

Schedule:

• 8 hour shift
• Weekends as needed

Shift availability:

• Day Shift (Preferred)

Work Location: In person