Guest Experience Associate

This position will be expected to work 16-24 hours per week, including weekdays, weekends, and occasional evening hours.

Guest Services Associates provide courteous service and accurate information to visitors daily. They will answer guest questions and handle issues effectively, promptly, and consistently. Team members will complete daily cleaning assignments to ensure visitors have a positive image of the Zoo. Responsibilities will vary based on visitor attendance and special events, with the goal of ensuring visitors have an engaging, meaningful, and memorable experience.

General Duties:

• Provide courteous, professional service and accurate information to guests.
• Operate cash registers, handle transactions accurately, and maintain a balanced till.
• Perform daily cleaning and maintenance tasks in all guest-facing areas, including concessions, gift shop, and train operations.
• Address guest questions and concerns with a calm and professional demeanor.
• Assist with crowd management during peak hours and special events.
• Support the setup, operation, and cleanup of events as needed.
• Ensure adherence to safety protocols and report any safety concerns to management promptly.

Sustainability and Mission Alignment:

• Promote sustainable practices, such as recycling programs and eco-friendly initiatives, in all guest service areas.
• Uphold the Zoo’s mission to foster education and conservation by providing accurate information and engaging interactions with visitors.

Events and Special Services:

• Assist with event setup, guest navigation, and troubleshooting during facility rentals and special events.
• Coordinate with the Guest Experience Manager to ensure smooth operations during high-traffic periods.

Technology and Digital Tools:

• Utilize digital tools and systems for ticketing, memberships, and event check-ins as directed.
• Support the use of Zoo-related apps and online services to enhance the guest experience.

Digital Engagement and Reviews:

• Assist in monitoring and responding to online guest reviews and feedback on platforms like Google, Yelp, and TripAdvisor, following guidance from the Guest Experience Manager.
• Provide courteous and mission-aligned responses to enhance the Zoo’s online reputation and address guest concerns.

Enhanced Guest Engagement:

• Actively engage with visitors to provide personalized recommendations or insights about exhibits and events.
• Participate in training sessions on guest engagement techniques to ensure consistent quality in visitor interactions.
• Actively seek visitor feedback during their visit and relay insights to improve services.
• Share stories about the Zoo’s animals, conservation efforts, or history to enrich visitor understanding and connection.
• Facilitate interactive guest experiences, such as animal encounters or guided tours, where applicable.

Minimum Employee Requirements

• Must be capable of working independently to a high standard and demonstrate a strong commitment to safety and customer service.
• A valid VA driver’s license is required.
• Knowledge of standard business practices and proper phone etiquette preferred.
• Ability to operate cash registers and other standard office equipment.
• Excellent verbal and written communication skills.
• Availability to work evenings, weekends, and holidays as required.
• Physical ability to stand for extended periods and work outdoors in various weather conditions.
• Positions available in concessions, gift shop, and train operations.

Benefits

• Employee discount.
• Opportunity to contribute to a mission-driven organization focused on education and conservation.

Schedule

• 8-hour shifts.
• Day shifts with weekend availability as needed.
• Flexible scheduling within the required 16-24 hours per week.

Additional Information

• Work Location: On-site.

Knowledge, Skills, and Abilities:

• Demonstrated ability to interact effectively with diverse populations and provide excellent customer service.
• Self-starter with the ability to work independently and efficiently.
• Strong organizational and multitasking skills.
• Calm and effective demeanor in high-pressure situations.
• Proficiency with point-of-sale systems and basic computer applications.
• Ability to take initiative and adapt to varying daily responsibilities.

Physical and Other Requirements:

• High school diploma or GED preferred.
• Ability to lift up to 40 pounds regularly.
• Ability to work outdoors in varying weather conditions.
• Availability to work weekends and evenings during peak season (May-September).

Inclusivity Statement: We welcome applications from all qualified individuals, celebrating diversity and fostering an inclusive environment where everyone can thrive.

Job Type: Part-time

Pay: $12.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Schedule:

• 8 hour shift
• Day shift
• Weekends as needed

Work Location: In person

Salary : $12