Guest Services Agent (Part-Time)

Maryland Zoo•Baltimore, MD

17h

About The Position

The Guest Services Agent creates an exciting, engaging, and entertaining experience for Zoo guests while providing consistently helpful, high-standard customer service. The role shares information about Zoo exhibits, activities, routes, construction, transportation, and memberships; helps manage guest flow and safety; and supports guest transportation and Zoo rides, shuttle, and train operations. The agent also helps maintain clean work areas, distribute Zoo materials, and monitor and validate memberships. This position supports the Zoo’s mission to save wildlife and protect wild places, as well as its environmental, social, governance sustainability, conservation, education, and DEAI goals. The role reports directly to the Director of Guest Services Operations and Guest Services Manager(s). It requires a flexible schedule, including weekends, holidays, and special events, and a willingness to work until the last guest has left Zoo grounds on each scheduled day.

Requirements

Friendly and outgoing, with a positive and patient attitude.
Excellent verbal communication skills.
Willingness to work until the last guest has left Zoo grounds each scheduled day.
Ability to stand and remain active for an eight-hour shift.
Ability to walk large areas of the Zoo as needed.
Ability to work outdoors in all seasons and weather conditions, including heat and humidity, cold temperatures, and wet conditions.
Ability to work a flexible schedule that includes weekends, holidays, and special events.
Ability to exert up to 35 pounds of force to lift, push, pull, carry, or otherwise move objects.
Ability to operate equipment including rides, a two-way radio, and a telephone.
Minors must be 17 years of age and provide an authorized work permit agreement with the required signatures.

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

Interact pleasantly and helpfully with employees, guests, vendors, and other Zoo visitors, providing excellent internal and external customer service.
Provide guests with information about exhibits, on-ground activities and their times and locations, Zoo routes, construction, shuttles, train, and memberships.
Manage guest flow and challenging situations, and ensure guest safety.
Use the campus-wide radio system and follow Zoo radio etiquette and protocol when communicating with colleagues.
Respond appropriately to guest questions, comments, and concerns, and contact appropriate staff to resolve guest issues.
Assist with safely transporting guests to and from designated locations during assigned shifts.
Maintain cleanliness at work locations.
Load and unload the Zoo shuttle and amusement rides.
Assist with daily preventative maintenance on Zoo rides, shuttle, and train.
Monitor and validate guest memberships at the Zoo entrance.
Distribute Zoo literature, including maps, event flyers, and comment cards, and maintain accurate supplies.
Monitor guest behavior to help ensure safety on and around rides, the tram, and the train.
Adhere to Zoo policies and procedures and perform other duties as assigned.