Lead Guest Ambassador - Full Time - San Diego Zoo Safari Park

San Diego Zoo•Escondido, CA

29d

About The Position

HOW YOU WILL IMPACT OUR MISSIONThe Lead Guest Ambassador is committed to the department's mission and vision of providing the finest customer service to each guest by actively engaging in meaningful guest encounters. They perform a variety of duties providing assistance to the organization visitors. The Lead Guest Ambassador consistently demonstrates leadership qualities as well as the desire and ability to engage in positive relationships with internal and external customers while training, supporting, coaching staff and exercising supervisory responsibilities. This position reports to the Guest Services Supervisor and Manager.WHAT YOU WILL DO The Lead Guest Ambassador, with management supervision and direction, performs functions designed to facilitate the smooth flow of daily operations in a fast-paced work environment, including scheduling and overseeing the daily guest service functions of Guest Ambassadors on grounds. Regular maintenance of department logs and records will be required. Leads also work on special projects and serve as department ambassadors as directed by the management team. Strong logistical and analytical ability is a basic requirement of the job, with competitive applicants able to plan ahead and adapt quickly and effectively to changing conditions and organizational needs while keeping departmental goals in mind. They must also be skilled communicators, able to serve both internal and external customers with tact and professionalism, no matter the circumstances, and able to coach and mentor team members for success. We are seeking candidates with at least one year of service in the Guest Ambassador department and/or previous experience in leadership for a high-volume guest service team.

Requirements

Certified to sign off on DOSH regulated rides required
California driver license required
Must have strong guest relations skills
Ability to train and mentor team members
Demonstrates ability to be a leader
Ability to use of two-way radio equipment and phone system
Ability to use point-of-sales automated systems
Able to communicate effectively both verbally and in writing
Able to work professionally and effectively with others and in a team environment
Able to deal tactfully and courteously with others
Able to manage a crowd
Able to follow directions

Responsibilities

Acts as Duty Manager when assigned. Ensures guest services operations are running smoothly and addresses guest issues as needed.
Trains and coaches Guest Ambassadors to ensure they are meeting assigned goals and consistently meeting great guest services standards.
Provides special event support, works with outside vendors, provides transportation utilizing company vehicles.
Provides policy enforcement support on grounds with guests.
Provides guest service by greeting guests, providing directions/general information, and maintains crowd control as needed.
Checks various forms of admission and appropriate identification, utilizes variety of tools to maintain proper attendance counts.

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