Position Title: Guest Service Associate

Department: Guest Services 

Reports To: Guest Services Supervisor, Manager, Director 

Location: Audubon Zoo 

General Summary: As a Guest Service Associate, your primary goal is to ensure every guest has a pleasant and memorable experience during their visit. In addition to handling cash/credit transactions, you will recommend upgrades and experience packages to enhance the guest visit. Your duties as an Associate includes scanning admission tickets, managing the arrival and departure of group reservations, providing information, and delivering great customer service for Audubon attractions including Virtual Reality and Cool Zoo. You will play an essential role in crowd management and serve as a valuable member of the entrance team for all guests. 

To deliver on the Audubon mission, the Guest Services Associate will:

Provide a guest experience of outstanding quality. 

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Maintain a clean and safe working area. 

Maintain information booth, keep work items, and guest materials stocked, contact other departments for information when necessary, and provide correct information with a smile in person and by phone. 

Occasionally monitors facility for crowd control. 

Monitor appropriate admission process and wristbands.

Check and monitor height requirements for all Attractions including Virtual Reality and Cool Zoo. 

Sanitize Virtual Reality Gaming equipment after each use.

Sanitize Virtual Reality Chairs after each use.

Maintain a professional appearance.

Maintain a professional relationship with fellow employees and vendors.

Performs other associated and related duties as needed and or as assigned.

Monitors activities in work area to prevent accidents.

Monitors activities on the Splash Pad water feature to prevent accidents.

Follows emergency action plan and procedures established in the event of an emergency.

work area for cleanliness; completes general cleaning and maintenance duties as assigned.

Cautions patrons regarding unsafe practices and safety hazards; enforces and adheres to rules and regulations.

Delivers outstanding customer service consistently. 

The above listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis. They do not exclude other duties as assigned. 

Weave quality entertainment through the guest experience. 

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Sell tickets and up-selling combination tickets in every transaction. 

Scan tickets while managing the line flow.

Greeting guests when working on the plaza, promptly assisting with questions and concerns.

Maintain a friendly, neat, and professional appearance by Audubon Image 

Utilize proper short-wave radio for communication. 

Abide by all departments and Audubon Nature Institute policy as outlined in the company and guest services handbook. 

Maintain a professional relationship with fellow employees of Audubon Nature Institute and vendors and third parties.

Assist guests with strollers or wheelchairs entering the facility. 

Maintain ticket queuing area – set up the stanchions and signage inside and outside the facility. 

Answers questions and up-selling tickets in the line, breaks the line whenever necessary (this is departmentally known as “working the line”) 

Virtual reality gaming operator is responsible for providing a fun and safe VR experience for all guests while selling tickets and explaining safety procedures to guests. 

Operate a financially self-sufficient collection of museums and parks. 

Maintain an accurate accounting of cash drawer and sales. 

Completes various daily financial reports and performs light clerical duties as assigned. 

The above-listed duties are general statements of required primary duties and responsibilities performed regularly and continuously. They do not exclude other duties as assigned. 

To deliver on the Audubon service promise, the Cashier will:

Make eye contact with every customer encounter, smile at every person, and offer friendly phrases and greetings. 

Wear an identification badge. 

Escort individual to destination, when possible, instead of pointing; aid people who look confused. 

Assume ownership of potential safety hazards (wipe-up spill, pick up trash). Always camera-ready look. 

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Maintain a positive attitude, pleasant tone of voice (remember it is not what you say, but how you say it). 

Coach coworkers on service expectations. 

Utilize the power of teamwork to give excellent service. 

Know when to involve management. 

Know the answers to questions or seek out the answers. 

Utilize proper phone etiquette (answer the phone within three rings, smile before answering the call, ask for permission, and wait for a response before placing the caller on hold). 

Ensure the work area is free of food, drink, socialization, and personal business. 

Keep unpleasant concerns behind closed doors (vent backstage). 

Experience:

Strong verbal and interpersonal skills (a people person) 

Computer literacy is preferred but not required. 

Cashier experience preferred but not required. 

Education:

High school diploma or equivalent

Software Requirements:

General computer skills preferred. 

Machinery/Tools/Equipment Requirements: Must be able to use mobile devices, computers, and phones,

Physical Requirements: 

Sedentary Work: exerting up to _15__ pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. It may involve sitting most of the time but may involve walking or standing for brief periods. 

Sitting or standing, bending, stooping, and the ability to carry items weighing up to _15__ pounds. 

Constant adequate range of motion and mobility required. 

Regular near acuity with clarity of vision at 20 inches or less is required.

Typical ability to collect and analyze numerical and written data and verbal information to reach logical conclusions and determine the required time, place, and sequence of operations or actions. 

Regular talking and the ability to express and exchange ideas using language are expected. 

Regular hearing and the ability to perceive the nature of sounds. 

The ability to read, record, or type data quickly and accurately is required. 

Environmental/Working Conditions: 

Working long hours between breaks or meals required. 

Ability to work under and handle stress appropriately required. 

May be exposed to high, medium, or low noise intensity. 

Constant contact with co-workers is required. 

Affinity for animals preferred. 

Exposure to fluctuations in temperatures may be required. 

Exposure to outdoor conditions may be required.