Pittsburgh Zoo & Aquarium

Purpose :

Lead Cashiers help to create a positive visitor experience at our admissions gates. Leads help to navigate payment issues, answer questions, and guide both visitors and admissions staff to success. Leads also ensure that staff are supplied with the tools necessary to successfully complete their duties every day.

Essential Job Functions :

• Assists with way finding in the parking lot and throughout the zoo
• Knowledge to sell and troubleshoot all admissions related purchases on the Admissions Plaza
• Checks various forms of admission and applicable identification, utilizes variety of tools to maintain proper attendance counts
• Maintains secure cash handling across entire admissions area

• Informs managers of any issues that would affect an enjoyable zoo visit for customers and maintains high standards set by Visitor Services management

• Performs a weekly inventory to ensure that supplies, forms, and other inventory needs are addressed
• Ensures admissions plaza is clean and presentable for visitor presentation and coordinates with necessary departments to resolve cleanliness issues
• Coordinates with Zoo security and management to maintain a safe environment for visitors and staff
• Possess thorough knowledge of Membership programs, processes, and procedures
• Assist with the training of incoming staff to ensure that all processes and procedures are followed
• Works with the Admissions Supervisor to update and improve visitor experiences at the admissions plaza
• Help to coordinate the entry of large groups including school groups and other special interest groups
• Delegates tasks to maintain a consistent flow of incoming guests
• Performs duties for the successful and timely opening and closing of the Admissions Gates
• Assists Admissions Supervisor to coordinate staff to clean and monitor parking lot and “Pronto Patrol” on admissions plaza
• Assists in crowd control for special events (ex: Asian Lantern Festival, Summer Safari, etc.) involving the admission process or other safety related events throughout the zoo;

• This position interacts daily with Zoo visitors, providing information and answering questions
• Encourages and maintains good relations with all staff and departments;
• Stays current with developments zoo-wide to ensure the visitor experience is always great
• Resolves guest challenges or escalates as necessary
• Please note this position is not a supervisory position of personnel, merely the functions of the admission gates.

Other Functions :

• Responds to first aid, medical needs, and a variety of other emergencies according to Zoo policies and procedures in a timely manner
• Assists with lost and found process
• Performs other related duties as required.

Performance Factors:

1. Attendance and Dependability: The employee can be depended on to report to work at the scheduled time and is seldom absent from work. Employee can be depended upon to complete work in a timely, accurate and thorough manner and is conscientious about assignments.
2. Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the Zoological Society.

1. Relationships with Others: The employee works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the Zoological Society. Exhibits a professional manner in dealing with others and works to maintain positive working relationships.
2. Provides excellent customer service in the areas of guest relations and park beautification:
   • Answers visitor inquiries or finds someone who can
   • Is knowledgeable of location of exhibits, restrooms, concessions, rentals, etc.
   • Aware of the organization’s mission and conservation efforts.
   • Resolves customer concerns, de-escalates uncomfortable situations to positive resolutions.
   • Disposes of litter and waste throughout the park and zoo facilities.

Experience/Skills/Requirements :

• Must be at least 18 years of age
• Evening, weekend, nighttime, and holiday availability required
• Outgoing personality, excellent communication skills, the ability to recognize and defuse tense situations and successfully multitask.
• Previous cashier/cash handling experience
• Ability to manage internal and external customer interactions with a high level of tact and diplomacy
• Able to effectively work in a team environment
• Ability to use point-of-sales automated systems
• have a negative TB test result

Physical Requirements:

1. Manual dexterity to operate office machinery such as personal computer, telephone, facsimile machine, copier, calculator, etc.
2. Position requires standing for long periods of time and walking through the zoo.
3. Ability to lift 40 pounds, with or without assistance
4. Ability to work irregular hours and outdoors for extended periods.