Guest Services Shift Lead (Variable)

Fort Wayne Zoo•Fort Wayne, IN

9d•Onsite

About The Position

Applications are being accepted for a Guest Services Shift Lead to join the Fort Wayne Zoo team. This is a variable (temporary) position assigned for specific dates and duties during the Zoo season. The number of available positions and hours may vary throughout the Zoo season. The Guest Services Shift Lead provides secondary leadership at the Zoo entrance, Guest Services Building, and Guest Service Kiosks and assists the Guest Services Supervisor with daily department operations and functions. This position also strives to embody the Zoo’s values at all times, contributes to positive guest experiences, and performs other duties as required.

Requirements

One year of guest service, hospitality, office, or retail experience is required.
Ability to accurately process monetary transactions and use a register.
Ability to read and perform basic mathematics.
Ability to professionally and effectively communicate with others through written correspondence.
Ability to troubleshoot, analyze situations, and make sound business decisions.
Ability to make independent decisions and manage time effectively.
Knowledge of Microsoft Office software.
Knowledge of general office procedures and practices.
Knowledge of correct grammar and sentence structure.
Ability to effectively and proactively train and supervise team members.
Ability to handle confidential information.
Ability to understand and follow all safety regulations.
Ability to track and manage multiple tasks and priorities.
Ability to arrive at work when scheduled and maintain a positive attendance record.
Ability to serve as a goodwill ambassador, in every respect and at all times, for the Fort Wayne Zoological Society and the Fort Wayne Zoo in contacts with guests, partners, and the community.
Ability to deal tactfully and politely with guest questions and misbehavior.
Excellent communication skills to establish and maintain effective working relationships with team members, volunteers, partners, and the community.
Ability to operate office equipment, including computers, copiers, fax machines, and phones.
Ability to professionally and appropriately interact and communicate with others in person.
Ability to negotiate a confined workspace while working with one or more coworkers.
Ability to read reports, receipts, and other statements; and ability to handle currency.
Ability to properly lift and carry items up to 25 pounds.
Ability to stand and sit for periods of time and to move intermittently throughout the workday.
Ability to perform focused work with close attention to detail.

Nice To Haves

High school diploma or GED is preferred.
Knowledge of POS systems is preferred.

Responsibilities

Opens and closes the Guest Services Building, entrance booths, and kiosks.
Sells general admission and memberships, processes reservation and groups sales orders, and validates tickets for entrance to the Zoo using point of sales systems.
Accurately preforms basic cash handling and credit card transactions.
Assists the Guest Services Supervisor with daily operations, special reports, and projects and informs Supervisor of events in their absence.
Performs entrance line management on busy days.
Troubleshoots POS systems.
Fulfills Will Call and internal ticket requests.
Addresses guest complaints and situations when they occur.
Performs the duties of Guest Services Associate as needed.
Courteously responds to guest needs in a world class service environment.
Maintains thorough knowledge of essential equipment, software, and hardware used.
Maintains thorough knowledge of applicable policies and procedures.
Maintains the highest level of cleanliness in public and behind the scenes areas.
Performs basic office administrative duties such as filing, answering phone calls and voicemails, and assisting the public.
Supports the Zoo’s commitment to continued growth of diversity, equity, access, inclusion, and belonging for team members, volunteers, guests, and supporters.
Assists with special projects and helps other team members as needed.
Actively contributes to positive guest experiences.
Assists in determining staffing needs; assists in interviewing and hiring; orients and trains department team members; provides feedback and coaching.
Provides support and supervision to team members in the absence of the Guest Services Supervisor.