Guest Services Agent - Driver (Part-Time)

Maryland Zoo•Baltimore, MD

3d•Onsite

About The Position

The Guest Services Agent - Driver safely transports guests between designated areas of the Zoo using company-registered vehicles and equipment, while providing a positive guest experience and excellent customer service. The role may also include secondary assignments operating attractions or other vehicles. The position supports the Zoo’s mission to save wildlife and protect wild places and contributes to its sustainability, conservation, education, and DEAI goals. The position reports directly to the Director of Guest Services Operations and Guest Services Manager(s), and is not responsible for equipment maintenance or repairs.

Requirements

High school diploma or equivalent.
Must be at least 21 years old.
Valid driver's license.
Friendly, outgoing, positive, and patient demeanor.
Excellent verbal communication skills.
Adaptability and willingness to work until the last guest has left Zoo grounds on each scheduled day.
Ability to stand and remain active for an eight-hour shift and walk large areas of the Zoo as needed.
Ability to work outdoors in all seasons and weather conditions, including heat, humidity, cold, and wet conditions.
Ability to exert up to 50 pounds of force to lift, push, pull, carry, or otherwise move objects.
Ability to work a flexible schedule that includes weekends, holidays, and special events.

Nice To Haves

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

Responsibilities

Safely transport guests to and from designated locations on shuttles, mobility vehicles, and the train, following state licensing requirements and Zoo safety policies.
Potentially operate the carousel, golf carts, gator, trash truck, and refuse vehicle as a secondary assignment.
Provide consistently pleasant and helpful service to employees, guests, vendors, and other Zoo visitors.
Assist with daily operations checklists for the Zoo shuttle and train.
Use train and shuttle intercoms to welcome guests, provide safety instructions, and make other necessary announcements.
Monitor guest behavior to promote safety on and around the shuttle, train, mobility vehicle, and carousel.
Load and unload guests in connection with the shuttle, train, mobility vehicle, and carousel.
Operate assigned equipment safely and efficiently.
Maintain cleanliness of shuttle vehicles, equipment, the train, stops, and surrounding areas.
Provide guest control, including in challenging situations.
Give guests information about exhibits, activities, schedules, Zoo routes, construction, transportation, and memberships.
Assist with snow removal as needed.
Monitor and validate guest memberships at the Zoo entrance as needed.
Keep the Director, Managers, and Supervisors informed about issues arising during daily operations.
Report safety matters to management and/or security immediately.
Respond appropriately to guest questions, comments, and concerns, and contact appropriate staff to resolve guest issues.
Communicate with Zoo staff by radio as needed, following radio etiquette and protocol.
Help maintain accurate safety documentation, including daily checklists, maintenance logs, and training-hours logs.
Distribute Zoo literature, such as maps, event flyers, and comment cards, and maintain accurate supplies.
Adhere to all Zoo policies and procedures and perform other duties as assigned.