What are the responsibilities and job description for the Guest Correspondent (Full-time) position at ZooTampa at Lowry Park?
The Guest Correspondent provides outstanding guest service and assists the Guest Services Department in contributing to the mission of the Zoo. Primary responsibilities include answering phone queries, responding to online ChatBot queries, guest correspondence, data entry, selling tickets, upselling annual memberships, signature experiences and other special admission offerings, providing information to guests, and other clerical duties. Speaks clearly, distinctly, and with a friendly, courteous tone. Uses listening skills to put callers at ease and obtains accurate, complete information. The individual is flexible and accommodates ever-changing job responsibilities and business needs.
Who We Are
ZooTampa at Lowry Park is one of the most popular zoos in the southeastern U.S., with over 1 million visitors annually. We have grown to what now encompasses 56 acres of naturalistic wildlife habitats in a lush, tropical garden setting with wide-ranging activities. The Zoo, accredited by Association of Zoos and Aquariums (AZA), offers popular educational programming, fun recreational amenities, up-close animal encounters and engaging seasonal events for which it has won awards as one of the country’s most family-friendly zoos.
Our mission is to rescue, rehabilitate and care for animals; create exceptional personalized experiences that connect people with wildlife and each other in fun, immersive ways.
Our vision is that everyone we touch is motivated to join us in taking action to protect and preserve wildlife.
Join us and become a part of creating unforgettable natural connections!
Your day to day
Who We Are
ZooTampa at Lowry Park is one of the most popular zoos in the southeastern U.S., with over 1 million visitors annually. We have grown to what now encompasses 56 acres of naturalistic wildlife habitats in a lush, tropical garden setting with wide-ranging activities. The Zoo, accredited by Association of Zoos and Aquariums (AZA), offers popular educational programming, fun recreational amenities, up-close animal encounters and engaging seasonal events for which it has won awards as one of the country’s most family-friendly zoos.
Our mission is to rescue, rehabilitate and care for animals; create exceptional personalized experiences that connect people with wildlife and each other in fun, immersive ways.
Our vision is that everyone we touch is motivated to join us in taking action to protect and preserve wildlife.
Join us and become a part of creating unforgettable natural connections!
Your day to day
- Provides guests with exceptional customer service, including but not limited to, elements outlined by department guidelines.
- Answers all incoming phone queries, internal and external.
- Placing outgoing calls or emails, related to Guest Correspondence.
- Politely and diplomatically enforces policies and procedures concerning both guests and employees.
- Able to interact with customers via an online ChatBot and other varied methods of guest correspondence.
- Maintains highest service standards of customer service for members as well as other internal and external guests.
- Accurately handles payment transactions through the use of a cash register and/or computer while adhering to designated cash handling guidelines.
- Performs accurate and complete data entry for all guests within the Galaxy database (i.e. completes all necessary information for each membership, processes third-party tickets and premium tours and experiences correctly).
- General Guest Service including guiding/interpreting, day planning/concierge service, payment transactions, etc.
- Trains or assists with training new telephone operators in performance of job duties.
- To be fully aware of and adhere of health and safety, fire and bomb threat procedures.
- Follows the applicable schedule of activities on a daily basis while working.
- Follows established guidelines to ensure the safety of guests and staff.
- A high school or equivalency diploma preferred.
- A minimum of two years of customer service experience or phone operator experience required.
- Effective communication skills—Ability to develop positive relationships with members of all departments.
- Ability to complete guest correspondence in a reasonable time frame to the satisfaction of management.
- Capacity to change: ability to identify and correct problems quickly.
- Deal courteously and tactfully with employees, peers, superiors and the general public.
- Effective time management and the ability to make sound decisions in a fast paced environment.
- Knowledge of computer operations to include the use of email and web browser and customer service techniques.
- Must have the ability to follow specific instructions.
- Must be flexible and have the ability to multi-task in a fast paced environment while maintaining a positive attitude with the public.
- Provides guests with exceptional customer service including but not limited to elements outlined by department guidelines.
- Politely and diplomatically enforces policies and procedures concerning both guests and employees.
- Data entry experience including minimum typing of 40 wpm and minimum alphanumeric of 8,000 kph.
- Point of Sale experience preferred.
- Ability to communicate ideas and contribute effectively to the department.
- Conducts all activities in alignment with AZA standards and guidelines, all relevant laws and regulations, safety standards and standards that ensure animal welfare.
- Ability to use radio, telephone and computer to communicate and follow written and verbal instructions.
- Manual dexterity sufficient to type on a keyboard and handle tools and equipment.
- Possesses sufficient cognitive ability, auditory and visual acuity and communication skills to perform essential duties and follow animal and guest general safety practices.
- Must be willing and able to work varied and long shifts including holidays, weekends and in support of events as needed.
- Must be able to plan for, work and staff special events and exhibits as well as be available for unexpected shifts.
- Must be able to work in a variety of physical positions, including sitting, bending, reaching, standing, walking and lifting and carrying 30 lbs.
- Must have ability to navigate paved as well as rough or uneven pathways.
- Medical, Dental, Vision, Pet, Life Insurance, 403(b) Pension Plan
- Vacation and sick time
- Employee Assistance Program
- Tuition Forgiveness
- Free gym membership
- Free admission to the Zoo, MOSI, and the Florida Aquarium
- Free or discounted admission to many attractions in Florida
- And so much more!
Front Office Supervisor
Guest Services -
Tampa, FL
Dishwasher
Guest Services -
Lakeland, FL
Cashier - Fresh Twist
Guest Services, Inc. -
Lakeland, FL
