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

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

General Summary : TheGuest Services Agent is responsible for exciting, engaging, and entertainingguests in a way that promotes a positive Zoo experience. This position requires a flexible schedule toinclude weekends, holidays, and special events. The Guest Services Agent willreport directly to the Director of Guest Services Operations and Guest ServicesManager(s). Additionally, the Guest Services Agent will support the Zoo'sconservation, sustainability, education, and DEAI (Diversity, Equity,Accessibility, and Inclusion) goals.

Essential Functions :

Primary Function :

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;
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 information;
Provide guest control,including challenging situations;
Use a campus wide radiosystem to communicate information;
Assistwith transporting guests safely to and from designated locations throughoutassigned shift;
Maintain cleanliness at work locations;
Ensure guest safety at alltimes;
Load and unload responsibilitiesassociated with Zoo shuttle;
Load and unloadresponsibilities associated with amusement rides;
Assist with completing daily preventative maintenanceon all Zoo rides, shuttle, and train;
Monitor and validatememberships of guests at the Zoo entrance;
Perform other duties asassigned; and,
Adhere to all policies andprocedures of the Zoo.

Communication (Internaland External) :

Respond appropriately toguests' questions, comments, or concerns;

Communicate with fellow GuestServices Agents by radio contact as needed following Zoo radio etiquette andprotocol at all times; and,

Contact an appropriate staffmember 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, whilemaintaining accurate supply of the same; and,

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

Minimum Qualifications :

Hospitality :

Friendly and outgoing;

Possess a positive andpatient attitude;

Possess excellent verbalcommunication skills; and,

Adaptability-Willingness to work until the last guesthas left Zoo grounds each scheduled day.

Education :

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

Experience / Training :

None

Working Conditions :

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

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 rides, 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 :

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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