Lead Visitor Services Associate

The CALDWELL ZOO•Tyler, TX

3d•Onsite

About The Position

Works to ensure that the visitor services office/admissions operation enhances overall customer satisfaction. Assist with and lead staff training in the visitor services office in order to provide needed services for both internal and external customers. Provide leadership/guidance for visitor services staff and seasonal labor used in support of visitor services operations. Provide assistance to management when needed or assigned.

Requirements

Bachelor’s degree (B.A.) preferred, High school diploma or (GED) required and two years customer service/cash handling experience required; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively to visitors and co-workers.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Strong customer service, communication, and organizational skills required. Operational proficiency with personal computer and telephone switchboard. Cash handling skills.
Ability to apply common sense understanding to interpret and carry out a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to deal with problems involving a variety of concrete variables in standardized situations.

Responsibilities

Provide friendly and effective services for zoo visitors as well as for zoo staff. These services include the operation of point-of-sale equipment and the operation of the zoo’s communications hub, which is comprised of a multi-line telephone system, base radio, and public address system. Respond effectively during emergencies and provide services such as first aid, lost & found and equipment rentals for zoo visitors.
Works in a Leadership role with part-time and seasonal staff to provide coverage for the visitor services office in order to effectively collect admission, membership, and group sales fees as well as to provide information/assistance for zoo visitors and meet the zoo’s communications needs. Provide assistance and relief coverage for the visitor services/seasonal staff as needed.
Lead and oversee the full-time, part-time, and seasonal staff in the absence of a manager when it comes to daily operations. In the event of an employee calling out, schedule change, or comped guest opportunity, the manager will continue to be the point of contact.
Assist in the training part-time and seasonal staff to provide friendly and effective services for zoo visitors as well as for zoo staff. These services include the operation of point-of-sale equipment and the operation of the zoo’s communications hub. Staff must also be trained to respond effectively during emergencies and to provide services such as first aid, lost & found and equipment rentals for zoo visitors.
Assist in the maintenance of the visitor services databases, and provide clerical support for visitor services operations, which includes data entry, coping, typing, filing, and operating the postage meter and other office equipment.
Responsible for accurate cash handling and cash drawer, change fund, and deposit reconciliation. Ensure that all cashiers follow sales and cash handling procedures.
Work to ensure that the highest levels of customer satisfaction and safety are maintained and when required, apply service recovery techniques effectively.
Responsible for the cleaning and maintenance of the rental equipment in order to provide the customer with a safe and enjoyable experience.
Assist the zoo management staff in the development and implementation of visitor surveys and special activities for zoo visitors.
Assist and provide coverage for guest relations associates as assigned. Duties include, but are not limited to staff escorts, zoo grounds patrolling, departmental mail runs, and bank deposit deliveries.