Guest Services Associate

Job Title: Seasonal Guest Services Associate

FLSA Status: Non-Exempt

Hours: Seasonal (flexible schedule of 24 hours or more per week including weekends and holidays) from early March to early November

Summary:

Omaha’s Henry Doorly Zoo & Aquarium is seeking Guest Services Associates with strong customer service skills who can respond well in a variety of situations to ensure guest satisfaction. Guest Services Associates provide excellent service to Zoo guests by answering routine questions, greeting visitors, assisting with sales of general admission, and following all ticketing and membership policies while also working in all Guest Services areas including but not limited to cashier areas, ticket redemption, theater usher, train conductor, carousel operator, Alaskan Adventure Splash Pad attendant, and kiosk attendant. This position reports directly to the Guest Services Supervisor team.

Duties and Responsibilities (include but not limited to):

• Adhere and comply with the Henry Doorly Zoo & Aquarium Employee Handbook.
• Assist guests at ticketing kiosks by answering questions and completing transactions.
• Provide general information about prices, location of specific attractions, and safety rules.
• Accurately operate cash register, credit card reader, and Point-of-Sale system during transactions.
• Collect, scan, and validate both tickets and memberships while following and explaining rules to guests.
• Ensure that prohibited items do not enter the Zoo.
• Help to control crowd on entry plaza in a professional and efficient manner, being mindful of tone of voice and body language.
• Clean indoors and outdoors with equipment such as brooms, mops, carpet cleaner, and power washer to maintain a clean and professional appearance of Guest Services locations and surrounding areas.
• Ensure adherence to safe work practice and procedures for Zoo guests.
• Report all safety related, animal related, mechanical issues, or other incidents to a supervisor or manager.
• Represent the Zoo in a positive and professional manner to maintain an open and accepting atmosphere.
• Assist with crowd control and explanation of rules at animal encounter locations.
• Promote teamwork within the working environment; assist coworkers when necessary.
• Assist with the loading/unloading of guests on and off rides.
• Clearly deliver safety instructions, rules, and regulations to be observed.
• Deliver a scripted narration over a PA system.
• Operate ADA equipment to assist guests on and off rides - may require manual operation.
• Enforce Zoo policies of closures and evacuations in the event of emergency situations.
• Other duties as assigned.

Minimum Requirements:

• Must be 16 years of age or older.
• Must be available to work at least 24 hours each week during the summer season.
• Must be available to work weekends and holidays during the summer season.
• Evening shift opportunities may be available.
• May be required to stand for long periods of time.
• Must have an outgoing and engaging personality.

Experience:

• Prior cash handling experience preferred but not required.
• Prior guest services experience preferred but not required.
• Prior experience using outdoor yard equipment such as leaf blower and power washer preferred.
• Bilingual language skills a plus.

Working Environment and Physical Effort:

• Will sometimes work extended/odd hours including weekends and holidays.
• May have the opportunity to work some evening events.
• Must be able to travel long distances across the zoo.
• Work is done in both indoor and outdoor settings.
• Must be able to stand, sit, kneel, bend, twist, reach above head, and climb.
• Will lift, push, pull, and/or move up to 15 pounds and occasionally up to 25 pounds using safe and proper lifting methods.
• Will work outdoors in all weather conditions, including heat, rain, and snow.

DISCLAIMER

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor is it to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

Omaha’s Henry Doorly Zoo & Aquarium is an Equal Employment Opportunity Employer as defined by the EEOC.

Qualifications