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

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

General Summary : The Guest Services Agent - Ticket Sales is asignificant position responsible for creating an exceptional guest experiencethat is exciting, engaging, and entertaining. All Guest Service Agent - TicketSales will provide guests with information in accordance with the Zoo's goals;including but not limited to ticket sales, membership programs, encounters, andother Zoo attractions. Additionally, the GuestServices Agent - Ticket Sales will support the Zoo's conservation,sustainability, education, and DEAI (Diversity, Equity, Accessibility, andInclusion) goals.

Essential Functions :

PrimaryFunction :

Interact in aconsistently pleasant and helpful manner to fellow employees, guests, vendors,and other visitors of the Zoo and demonstrate the highest standards of internaland external customer service;
Receiveand verify accurate distribution of opening cash;
Performaccurate and efficient monetary transactions and maintain precise dailyrecords;
Takeresponsible measures to safeguard all acquired revenue;
Reconciledaily transactions with Cash Room including all cash, charges, and discounts;
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, Shuttles, train, and membership program information;
Provide guest control,including challenging situations;
Use a campus wide radiosystem to communicate information;
Maintain cleanliness at worklocations;
Ensure guest safety at alltimes;
Load and unload guestresponsibilities associated with Zoo shuttles;
Load and unload guestresponsibilities associated with amusement rides;
If reassigned due to business need, assist withcompleting daily preventative maintenance on all Zoo rides, shuttle, and train;
Monitor and validatememberships of guests at the Zoo entrance;
Promote all sales functionsat the main gate, including but not limited to; general admission, traintickets, wristbands, carousel vouchers, camel rides (seasonally), penguinencounters as well as membership sales and fulfillments.
Promote sales in a mannerthat will enable the Zoo to meet or exceed established annual membershipprogram sales goals
Perform other duties as assigned;and,
Adhere to all policies andprocedures of the Zoo.

Communication (Internaland External) :

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

Respond appropriately toguests' questions, comments, or concerns;

Communicate with fellowGuest Services Agents by radio contact as needed following Zoo radioetiquette and protocol at all times; and,

Contact an appropriate staffmember necessary to resolve guest issues.

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

Assist in maintaining accurate documentation incompliance with safety standards to include daily checklists, maintenance logs,and training hours logs;

Meet guidelines of the CashDiscrepancy policy on a consistent basis;

Distribute Zoo literature,including but not limited to : maps, and event flyers, while maintainingaccurate supply of the same; and,

Monitor guests' behavior toensure their safety on and around the rides, shuttle, and train.

Minimum Qualifications :

Hospitality :

Friendlyand outgoing;

Possessa positive and patient attitude;

Possessexcellent verbal communication skill, as well as writing and math skills (i.e.addition, subtraction, multiplication, division, and percentages); and,

Adaptability- Willingnessto work until the last guest has left Zoo grounds each scheduled day.

Education :

Minors(14 to 17 years of age) may be considered for employment by the Human ResourcesDepartment at the Zoo. However, minors arerequired to furnish an authorized work permit agreement with the necessarysignatures to legally work at the Zoo.

Experience / Training :

Minimum of six months relatedexperience and / or training;

Proficient in cash handlingprocedures;

Familiarity with a Point ofSale (POS) system environment; and,

Working Conditions :

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

Must be able to sit uprightfor long periods of time;

Mustbe able to walk large areas 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 to35 pounds of force to lift, push, pull, carry, or otherwise move objects.

Equipment :

Mustbe able to operate a variety of equipment including two-way radio, rides,computer, computerized register, and telephone.

Traits Desirable :

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

Ability to identify andresolve guest issues.

Disclaimer :

The statements above are intended to describe the generalnature and level of work being performed by employees assigned to thisclassification. They are not intended to be construed as an exhaustivelist of all responsibilities, duties and / or skills required of all personnel soclassified. Therefore, management reserves the right to revise the job orto require that other or different tasks be performed when circumstanceschange.

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