Guest Services Agent (Part-Time)

Maryland Zoo•Baltimore, MD

9d•Onsite

About The Position

Guest Services Agent (Part-Time) Maryland Zoo is an EEO Employer - M/F/Disability/Protected Veteran Status General Summary : The Guest Services Agent is responsible for exciting, engaging, and entertaining guests in a way that promotes a positive Zoo experience. This position requires a flexible schedule to include weekends, holidays, and special events. The Guest Services Agent will report directly to the Director of Guest Services Operations and Guest Services Manager(s). Additionally, the Guest Services Agent 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. Please Note : This position will be available starting March 2, 2026 .

Requirements

Hospitality : Friendly and outgoing
Possess a positive and patient attitude
Possess excellent verbal communication skills
Adaptability- Willingness to work until the last guest has left Zoo grounds each scheduled day
Minors (17 years of age) may be considered for employment by the Human Resources Department at the Zoo. However, minors are required to furnish an authorized work permit agreement with the necessary signatures to legally work at the Zoo
None
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 35 pounds of force to lift, push, pull, carry, or otherwise move objects
Must be able to operate a variety of equipment including rides, two-way radio, telephone, etc

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 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
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, construction, shuttles, train, and membership information
Provide guest control, including challenging situations
Use a campus wide radio system to communicate information
Assist with transporting guests safely to and from designated locations throughout assigned shift
Maintain cleanliness at work locations
Ensure guest safety at all times
Load and unload responsibilities associated with Zoo shuttle
Load and unload responsibilities associated with amusement rides
Assist with completing daily preventative maintenance on all Zoo rides, shuttle, and train
Monitor and validate memberships of guests at the Zoo entrance
Perform other duties as assigned
Adhere to all policies and procedures of the Zoo
Respond appropriately to guests’ questions, comments, or concerns
Communicate with fellow Guest 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
Distribute Zoo literature, including but not limited to: maps, event flyers and comment cards, while maintaining accurate supply of the same
Monitor guests’ behavior to ensure their safety on and around the rides, tram, and train