What are the responsibilities and job description for the Guest Services Agent - Driver position at Maryland Zoo?

Maryland Zoo is an EEO employer - M / F / Vets / Disabled

General Summary : The Guest Services Agent -Driver is responsible for safelytransporting guests between designated areas in company registered vehicles andequipment in a manner which promotes a positive Zoo experience and demonstratesunparalleled customer service. Thisposition requires a flexible schedule to include weekends, holidays, andspecial events. The Guest Services Agent - Driver, will report directly to theDirector of Guest Services Operations and Guest Services Manager(s). Thisposition is not responsible for performing maintenance or repairs on equipment.Additionally, the Guest Services Agent - Driver will support the Zoo'sconservation, sustainability, education, and DEAI (Diversity, Equity,Accessibility, and Inclusion) goals.

Essential Functions :

PrimaryFunction :

To transport guests safely toand from designated locations on shuttles, mobility vehicles, and train;
Drive vehicle in compliancewith all state driver's licensing requirements, department, and zoo wide safetypolicies;
A secondary assignment mayinclude operating the carousel, golf carts, gator, trash truck and refusevehicle
Interact in a consistentlypleasant and helpful manner to fellow employees, guests, vendors, and othervisitors of the Zoo and demonstrate the highest standards of internal andexternal customer service;
Assist with completing dailyoperations checklist on zoo shuttle and train;
Usetrain and shuttle intercoms to greet and welcome guests, provide safetyinstructions, and make any other necessary announcements;
Monitor guests' behavior toensure their safety on and around the shuttle, train, mobility vehicle andcarousel;
Load and unloadresponsibilities associated with Zoo shuttle, train, mobility vehicle andcarousel;
Safely and efficiently assistwith operating assigned equipment;
Ensurecleanliness of all shuttle vehicles and equipment and train, including shuttleand train stops and surrounding areas;
Provide guest control,including challenging situations;
Provideguests 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;
Assist with snow removal asneeded :
Monitor and validatememberships of guests at the Zoo entrance as needed;
Perform other duties asassigned; and,
Adhere to allpolicies and procedures of the Zoo.

Communication (Internal and External) :

Responsible for keepingDirector, Managers, and Supervisors fully updated on any issues that may occurduring daily operations;

Report safety matters tomanagement and / or security immediately;

Respond appropriately toguests' questions, comments, or concerns;

Communicate with Zoostaff by radio contact as neededfollowing proper radio etiquette and protocol at all times; and,

Contact an appropriate staffmember necessary to resolve guest issues.

Management of Resources (financial, human resources,facilities) :

Assist in maintainingaccurate documentation in compliance with safety standards to include dailychecklists, maintenance logs, and training hours logs; and,

Distribute Zoo literature,including but not limited to : maps, event flyers and comment cards, whilemaintaining accurate supply of the same.

Minimum Qualifications :

Hospitality :

Friendly and outgoing;

Possess a positive andpatient attitude;

Possess excellent verbalcommunication skills; and,

Adaptability- Willingness towork until the last guest has left Zoo grounds each scheduled day.

Education :

High School Diploma orequivalent.

Experience / Training :

Must be 21 years old andpossess a valid driver's license.

Working Conditions :

Must be able to stand andremain active for an eight-hour shift;

Must be able to walk largeareas of the Zoo as needed;

Must be able to work in anoutdoor weather environment in all seasons and weather, includingheat / humidity, cold temperatures, and / or wet conditions;

Ability to work a flexibleschedule to include weekends, holidays, and special events; and,

Must be able to exert up to50 pounds of force to lift, push, pull, carry, or otherwise move objects.

Equipment :

Must be able to operate avariety of equipment including but not limited to shuttles, mobility vehicle,train, carousel, golf carts, gator, trash truck, refuse truck, two-way radio,telephone, etc.

Traits Desirable :

Ability to work withindividuals from a wide variety of ethnic, cultural and economic backgrounds;and,

Ability to identify andresolve guest issues.

Disclaimer :

Thestatements above are intended to describe the general nature and level of workbeing performed by employees assigned to this classification. They arenot 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 ordifferent tasks be performed when circumstances change.

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Guest Services Agent - Driver

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