Guest Services Employee

Lehigh Valley Zoo•North Whitehall Township, PA

1h•Onsite

About The Position

JOB SUMMARY: Guest Services Associates perform a variety of roles to maximize the guest experience. The role changes based on LVZ’s daily needs and as the season evolves. Most assignments are guest-facing and will interact significantly with guests while working at point-of-sale locations. This role involves providing quality customer service, knowledge of our ticketing and merchandise platforms, and being accessible to guests for questions and concerns. Guest satisfaction is paramount to the success of the Lehigh Valley Zoo. SHIFT: Currently looking for weekday and weekend assistance. Employees in this position may have the opportunity to extend their employment to include our Winter Light Spectacular fundraising event.

Requirements

Comfortable speaking to small and large groups of people
Always be friendly, outgoing, polite, and professional with guests and staff.
Ability to develop and maintain effective working relationships.
Ability to follow written and oral directions and to exercise sound judgment.
Personal and professional image and demeanor.
Knowledgeable in money handling and essential math skills.
Committed to ensuring “all guests have a positive experience and leave happy.”
Flexibility with schedule; available to work weekends, holidays, and evenings as needed
High school diploma or equivalent preferred
Minors must provide a Work Permit.

Responsibilities

Create and maintain a positive experience for all LVZ guests.
Train for all the department roles and thoroughly learn all roles and expectations.
Know your Guest Service Handbook and Training Manual to familiarize yourself with Zoo expectations, policies, codes, etc.
Be accountable for sign-in/sign-out radios and proper usage of radio communications.
Learn the Safety codes and can confidently react to emergencies.
Attend the daily Morning Roundup, held 30 minutes before the Zoo opening.
Remain at your assigned role unless granted permission from your Guest Service Lead or SDO.
Contribute to daily LVZ cleanup after a shift or closing time as needed.
Other duties as assigned by Zoo management.
Become adequately trained to run the FareHarbor ticketing platform.
Ensure money in the designated cash box is counted correctly and balanced before and after each shift.
During a shift, keep the sales location organized, clean, and adequately stocked, with a detailed emphasis on these areas after the Zoo closes.
Awareness of all daily promotions, event times, discounts, coupons, offers, etc.
Ability to upsell guests during check-in (tokens, feedings, pins, etc.)
Understand procedures for member check-in, Will-Call system, AZA Reciprocal lists, etc.
Ability to answer general guest questions or funnel to proper channels.
Readiness to transition to another role at any time per the instruction of a guest service lead or SDO, pending the volume and needs of LVZ.
Become adequately trained to run the Aluvii merchandise platform.
Promote sales by engaging guests.
Ability to upsell guests during the check-out process.
Lead role in LVZ daily setup, organizing setup of umbrellas, wagons, tents, Dippin’ Dots, A-frames, barriers, etc.
Knowledge of all roles to fill in or offer employee breaks wherever and whenever needed.
A presence in the Zoo to be available for guest questions, tend to any out-of-place objects, assist other employees, pick up miscellaneous debris, etc.
With guest service leads and SDO, coordinate LVZ closing, from the guest sweep to cleanup and other closing duties.
Follow instructions/cleaning lists to ensure all areas of LVZ are kept clean.
Assist Utility Guest Service Lead with daily LVZ setup.
Knowledge of where supplies are stored and which supplies are to be used.
Take pride in the physical appearance of LVZ to maximize guest experience.