Guest Relations Specialist

Butterfly Wonderland•Scottsdale, AZ

4d•Onsite

About The Position

Guest Relations Team Members serve as ambassadors to all Butterfly Wonderland visitors. Guest Relations Specialists are responsible for implementing daily requirements relating to the guest entrance and exit of Butterfly Wonderland, including ticket sales, scanning, general upkeep, annual pass sales, and guest traffic flow. Other duties may be assigned as appropriate. As a member of the Guest Relations team, you will lead by example by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed when interacting with one another and guests. All Guest Relations Specialists must understand the significance of their role and how they can positively impact visitors. Pro-active, friendly communication will be expected at all times, as well as anticipating guests’ needs and desires. Demonstrate a positive attitude and appearance at all times. Proactively approach, greet, and interact with guests in a friendly and courteous manner which supports our goals. Provide critical visit information, offer assistance, and make recommendations to guests regarding exhibits, Animal Ambassador appearances, and additional programs. Listen to guest concerns and work independently to resolve issues in the best interest of the guest and Butterfly Wonderland. Accurately and efficiently conduct all sales transactions including tickets, annual passes, and any special events. Account for all monies, coupons, passes, and vouchers received. Ensure end of day close is within accepted guidelines as outlined by the Butterfly Wonderland cash handling procedures. Actively promote and upsell add-on experiences, annual passes, and partner combination tickets (OdySea Aquarium, Mirror Maze). Maintain the integrity of the assigned work area, ensuring that it is clean, properly functioning, and guest ready. Rectify issues directly when possible or alert Guest Relations leadership if assistance is required to make necessary corrections. Attend all Butterfly Wonderland training programs and demonstrate an ongoing understanding of exhibits, programs, visitor information, and policies/procedures. Master all required responsibilities of the position Work as a member of a team; within the Guest Relations department and the rest of the facility staff. Effectively communicate to peers and leadership information that is relevant to the guest experience. Ensure that all safety policies and procedures are followed by both guests and team members through constant monitoring of the assigned work area. Contribute to a work environment that is satisfying, enjoyable, and energetic. Comply with safety and security directives, policies, and procedures. Performs other related duties as assigned.

Requirements

High school diploma or equivalent and 1-year previous retail, customer service, or attraction experience required
Friendly, outgoing, and proactive approach.
Ability to work a flexible schedule which may include evenings and/or weekends and holidays.
Ability to stand for long periods, as well as walk.
Ability to learn and perform all Guest Services job functions.
Ability to work as a member of a team.
Ability to use hands to finger, handle, or feel; and reach with hands and arms.
Ability to balance, stoop, kneel, crouch, climb stairs, or crawl.
Ability to handle and account for large sums of money.
Required to frequently talk and hear.
No impairment of sight, smell, hearing, touch, balance, and agility of movement might interfere with the ability to work.
Must be able to take directional cues directly or indirectly.
Ability to work in an environment that may be loud at times.
Ability to work in all weather conditions, including occasional extreme hot or cold, and wet and/or humid conditions.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Successful completion of a pre-employment drug testing and background investigation.
Allergies to plants or animals which may interfere with the ability to work must be controlled by medication or protective equipment.
Must be able to push/pull up to 50 pounds.

Nice To Haves

Ticketing experience preferred.

Responsibilities

Implementing daily requirements relating to the guest entrance and exit of Butterfly Wonderland, including ticket sales, scanning, general upkeep, annual pass sales, and guest traffic flow
Being patient, kind, humble, respectful, selfless, forgiving, honest, and committed when interacting with one another and guests
Pro-active, friendly communication will be expected at all times, as well as anticipating guests’ needs and desires
Demonstrate a positive attitude and appearance at all times
Proactively approach, greet, and interact with guests in a friendly and courteous manner which supports our goals
Provide critical visit information, offer assistance, and make recommendations to guests regarding exhibits, Animal Ambassador appearances, and additional programs
Listen to guest concerns and work independently to resolve issues in the best interest of the guest and Butterfly Wonderland
Accurately and efficiently conduct all sales transactions including tickets, annual passes, and any special events
Account for all monies, coupons, passes, and vouchers received
Ensure end of day close is within accepted guidelines as outlined by the Butterfly Wonderland cash handling procedures
Actively promote and upsell add-on experiences, annual passes, and partner combination tickets (OdySea Aquarium, Mirror Maze)
Maintain the integrity of the assigned work area, ensuring that it is clean, properly functioning, and guest ready
Attend all Butterfly Wonderland training programs and demonstrate an ongoing understanding of exhibits, programs, visitor information, and policies/procedures
Master all required responsibilities of the position
Work as a member of a team; within the Guest Relations department and the rest of the facility staff
Effectively communicate to peers and leadership information that is relevant to the guest experience
Ensure that all safety policies and procedures are followed by both guests and team members through constant monitoring of the assigned work area
Contribute to a work environment that is satisfying, enjoyable, and energetic
Comply with safety and security directives, policies, and procedures
Performs other related duties as assigned