Guest Relations Team Member

General Description:
Guest Relations team member is a key role in our organization that has direct impact on delivering a memorable guest experience to more than 1.2 million guests a year. Our team members perform all vital functions of the Guest Relations department which includes but are not limited to box office cashier, entry/exit operations attendant, membership sales associate, parking operations attendant and attractions operator. Team Members are expected to provide friendly, enthusiastic and courteous services in accordance with the Zoo's mission statement, brand and goals.

Cashiers
  • Must be able to work cheerfully under a very busy, demanding box office environment.
  • Demonstrate knowledge of the RTP ticketing system as prescribed in the provided training sessions. Successful completion of training and skills test is required.
  • Assume responsibility for all funds assigned by the Revenue Control Office, verifying amounts and returning the original fund during the course of day by using an automated cash control machine.
  • Process Zoo Membership sales; provide members with all applicable information on membership policies and programs, and all associated paraphernalia.
  • Utilizing a computerized RTP ticketing system, sell Zoo admission tickets to visitors. In addition to regular Zoo admission. Also responsible for redeeming coupons and passes, selling combination tickets, attraction tickets, as well as other special promotional sales.
  • Perform other duties as assigned.
 
Plaza/Turnstile Attendants
  • Operate hand scanners to admit members and guests through access gates.
  • Control the flow of guests through the entrance plaza by assuring lines are properly queued, and guests are directed to the proper entrances/exits.
  • Provide greeter functions to group visitors including but not limited to:  Meeting buses at entrances and making contact with the primary group leader; direct the group leader to the cashier for final payment; direct ticketed groups through the entrance; distribute maps and information to the group chaperones.
  • Assist visitors in the understanding of ticket options, explaining not only general admission, but other opportunities throughout the Zoo, including combination tickets, attraction tickets, memberships, city passes, and other sales promotions.
  • Greet Zoo guests as they enter the Zoo, providing maps and promotional materials to all guests.
  • Assure that all guests enter the Zoo through proper access control areas, using tickets or valid memberships.
  • Verify member identification to the membership card and ensure the proper number of card scans for the visit.
  • Serve as the primary point of contact for guest concerns; solving concerns, and when appropriate, obtaining management representation to address concerns.
  • Must be able to stand long periods of time in all weather conditions.
  • Perform other duties as assigned. 
Parking Attendant
  • As first and last point of contact from the Zoo, attendant will handle all guest interactions in a manner that is welcoming and encourages repeat visits.
  • Collects and issues tickets for parking according to established Zoo guidelines.
  • Directs cars to the appropriate entry, exit and parking spaces within a parking area.
  • Maintain Zoo signs directing traffic to the closest available lot.
  • Actively keeps each parking lot and its surroundings clean and litter free.
  • Actively patrols the lot to insure only Zoo guests have access to all parking areas.
  • Communicate with other parking areas to insure a seamless parking experience for all Zoo visitors.
  • Be able to provide visitors with travel directions to major roadways and other Philadelphia attractions.
  • Direct busses to unload and park in designated parking areas during bus group season.
  • Interacts with guest and Zoo employees in a professional and courteous manner.
  • Perform other duties as assigned.
 
Attractions Attendant
  • Operating attractions and providing exemplary guest service which includes the following: loading and unloading the ride, check ride restraints, provide safety instructions and ensure compliance, assist guest with special access, operate the control console. Watch that the attraction is being operated safely. Deliver appropriate scripts and/or spiels.
  • Welcoming and greeting guests, screen for appropriate attire and height requirements, provide guests with attraction information, monitor the queue lines and make appropriate adjustments, measure attraction wait times and keep the area neat and organized.
  • Understand and demonstrate the proper use of safety practices while opening, operating, and closing the venue. Monitor rides and shows and ensure appropriate Safety Procedures are followed as instructed.
  • Maintain a clean and safe work environment. Constantly monitor immediate area and surroundings for trash and debris and assist in its removal as needed.
  • Understand and actively participate in Environmental, Health & Safety responsibilities by following established -, procedures, and training and Team Member involvement activities.
  • Perform other duties as assigned.
Knowledge/Ability Required
  • Basic computer skills required for Box Office operations.
  • Must be able to maintain clean and safe work environment.
  • Ability to work accurately and cheerfully under pressure.
  • Excellent customer service skills; ability to communicate effectively with visitors, supervisors and co-workers.
  • Professional appearance and manner.
  • Ability to understand and follow written and verbal instructions.
  • Able to lift minimum of 30lbs with or without reasonable accommodations.
  • Must be able to successfully complete all required training.
  • Weekend and Holiday availability is required

If interested, please complete the online application at: https://home.eease.com/recruit/?id=7925251