What are the responsibilities and job description for the Guest Services Team Member position at Z&A Management?
Position Summary
The Guest Services Team Member plays a key role in driving revenue and elevating the guest experience. This position focuses on promoting and selling memberships, admission tickets, premium interactions, and special programs while delivering warm, knowledgeable, and guest-first service. The ideal candidate is confident, outgoing, and motivated by achieving and exceeding sales goals in a fun, fast-paced environment.
Key Responsibilities:
Sales & Revenue Generation:
- Actively promote and sell memberships, daily tickets, and premium interactions to guests.
- Consistently work toward achieving daily, weekly, and monthly sales targets.
- Approach guests with a friendly, confident, and persuasive attitude that converts interest into purchases.
- Recommend upgrades, add-ons, and premium experiences based on guest interests.
Guest Engagement & Service:
- Greet, assist, and guide guests through admissions, membership options, and available experiences.
- Provide clear, upbeat information to help guests select the best value for their visit.
- Resolve guest concerns with patience, professionalism, and positivity.
Operations & Cash Handling:
- Process sales transactions accurately using the POS system.
- Handle cash, card, and digital payments following established procedures.
- Maintain organized work areas and ensure brochures, signage, and sales information are fully stocked and up to date.
Team Collaboration:
- Work closely with animal teams, and management to ensure accurate communication about daily schedules, premium interactions, and program offerings.
- Share guest feedback and sales trends with leadership to support improvements to programs and revenue opportunities.
Compliance & Safety:
- Follow all company policies and safety guidelines.
- Support crowd flow, line management, and admission procedures during busy periods.
Qualifications:
- Previous sales or customer service experience required; attraction or hospitality sales preferred.
- Confident, outgoing communicator with strong persuasion skills.
- Comfortable working in a fast-paced environment with high guest interaction.
- Able to learn detailed information about memberships, premium interactions, animal experiences, pricing, and promotions.
- Strong accuracy with cash handling and POS systems.
- Ability to stand for long periods and work weekends/holidays as needed.
What Success Looks Like:
- Consistently meets or exceeds sales goals.
- Converts a high percentage of walk-in guests into members or premium experience purchasers.
- Maintains a positive, energetic presence that enhances guest satisfaction.
- Represents the aquarium’s mission and values through exceptional service.