Group Experience Associate (Part-Time)

Cincinnati Zoo•Cincinnati, OH

11d•Onsite

About The Position

The Group Experience Associate (Part-Time) will assist the Group Experience Team in coordinating group visits, managing schedules, designing signage, and ensuring a streamlined ticket delivery process. This role involves employing strategic sales techniques to upsell offerings, generating agreements, and developing promotional materials. The associate will serve as the primary point of contact on the day of group events, facilitating communication between clients and internal departments. Additionally, they will support the Group Experience Manager with administrative duties such as processing payments, invoicing, ticket issuance, online ticket support, and weekly reporting. The position also requires providing day-of event assistance for special events, overseeing inventory, maintaining a partner database, distributing corporate partner communications, and handling inquiries via phone and email regarding ticket sales, tours, parties, and general Zoo information. A strong customer service orientation aligned with the Zoo’s INSPIRED visitor experience philosophy is essential.

Requirements

Must be at least 21 years of age or older.
Ability to work a flexible schedule, including holidays, weekends, and evenings, as group events include daytime, evening, and weekends.
Experience in guest services.
Command of Windows-based software and applications.
Manual dexterity to use computer mouse and keyboard.
Valid driver’s license and insurable to drive a Zoo vehicle.
Reliable transportation.
Ability to stand, walk, and physically sustain long hours of manual labor.
Ability to lift/move/carry up to 25 pounds without assistance.
Communicative and attentive to details.
Able to prioritize in stressful situations.
Excellent organizational skills with ability to meet deadlines and independently manage multiple tasks and timely follow-through, with flexibility to adapt to changing needs and to work effectively with minimal supervision.
Willingness to seek and use available resources to support problem solving efforts.
Highly professional, motivated, proactive, and helpful.
Appropriate professional appearance, attitude, and personality to work effectively with Zoo staff members, guests, and the public.
Possess excellent ability to develop and sustain effective working relationships within an organization; superior interpersonal skills; ability to work with diverse personalities; tactful; mature; flexible.
Demonstrated customer service mentality and desire to make the Cincinnati Zoo & Botanical Garden the best possible zoo in the country through innovative Visitor Experience methods.
Be timely and reliable in attendance and performance.
Demonstrated understanding and acceptance of the Core Values and Behaviors of the Cincinnati Zoo & Botanical Garden.
Demonstrated affinity for the Mission of the Cincinnati Zoo & Botanical Garden.

Nice To Haves

Previous event experience.

Responsibilities

Coordinating group visits, managing arrival and departure schedules, designing welcome and directional signage, and ensuring a streamlined ticket delivery process.
Employing strategic sales techniques to upsell Cincinnati Zoo & Botanical Garden offerings to enhance revenue generation.
Generating agreements and developing promotional and informational materials to effectively communicate terms and offerings.
Ensuring all necessary departments are prepared for group arrivals through internal communications before bi-weekly event planning meetings.
Serving as the primary point of contact on the day of group events, facilitating communication between clients and internal departments to ensure smooth execution.
Supporting Group Experience Manager with all office administrative duties including running client payments, invoicing, ticket issuance, online ticket support, and weekly reporting.
Providing day-of event assistance for special events as assigned.
Overseeing the inventory of materials, supplies, and tickets, ensuring efficient management and replenishment as needed.
Following all data entry protocols to maintain an accurate and abbreviated partner database.
Troubleshooting, customizing, and distributing corporate partner and area hotel program communications.
Answering phone calls and emails regarding ticket sales/exchanges, tour groups, birthday parties and events, and general Zoo questions.
Providing birthday planning and day-of support when needed.
Displaying excellent customer service skills that support the Zoo’s INSPIRED visitor experience philosophy.
Performing all other assigned duties.