Guest Services Agent - Custodial

Maryland Zoo•Baltimore, MD

2d•Onsite

About The Position

The Guest Services Agent - Custodial is responsible for maintaining sanitary conditions within the zoo grounds. This position is also required to respond to guest inquiries in a way that promotes a positive Zoo experience, and demonstrates unparalleled customer service. Additionally, the Guest Services Agent - Custodial will support the Zoo's mission to save wildlife and protect wild places and contribute to its environmental, social, governance sustainability, conservation, education, and DEAI (Diversity, Equity, Accessibility, and Inclusion) goals.

Requirements

Friendly and outgoing
Possess a positive and patient attitude
Possess excellent verbal communication skills
Willingness to work until the last guest has left Zoo grounds each scheduled day.
No minimum education
Minimum of six months related experience and/or training
Must be able to stand and remain active for an eight hour shift
Must be able to walk large areas of the Zoo as needed
Must be able to work in an outdoor weather environment in all seasons and weather, including heat/humidity, cold temperatures, and/or wet conditions
Ability to work a flexible schedule to include weekends, holidays, and special events
Must be able to exert up to 50 pounds of force to lift, push, pull, carry, or otherwise move objects
Exposure to potential environmental hazards such as poison oak/ivy, uneven terrain, insect bites/stings, and Hepatitis B depending on the position.
Must be able to operate a variety of equipment including, two-way radio, telephone, cleaning tools, etc.

Nice To Haves

Prior custodial experience preferred
Ability to work with individuals from a wide variety of ethnic, cultural and economic backgrounds
Ability to identify and resolve guest issues

Responsibilities

Interact in a consistently pleasant and helpful manner to fellow employees, guests, vendors, and other visitors of the Zoo and demonstrate the highest standards of internal and external customer service.
Conduct cleaning in assigned areas to include vacuuming, emptying trash and cleaning bathrooms.
Maintain sanitary conditions of the non-public and public restrooms within the zoo grounds.
Provide guests with information on all aspects of the Zoo experience such as exhibits, on-ground activities (including times and locations), routes through the Zoo, shuttle, and membership information.
Provide guest control, including challenging situations.
Use a campus wide radio system to communicate information.
Ensure guest safety at all times.
Perform other duties as assigned.
Adhere to all policies and procedures of the Zoo.
Keeping Director, Managers, and Supervisors fully updated on any issues that may occur during daily operations.
Respond appropriately to guests’ questions, comments, or concerns.
Communicate with fellow Visitor Services Agents by radio contact as needed following Zoo radio etiquette and protocol at all times.
Contact an appropriate staff member necessary to resolve guest issues.
Assist in maintaining accurate documentation in compliance with safety standards to include daily checklists, and maintenance logs.