Department: Guest and Member Services

Supervisor: Manager of Guest and Member Services

Supervises: None

FLSA Status: Part -Time, Seasonal, Non-Exempt

Starting Pay Rate: $17.00/hour

Application Submission Deadline: Open until filled

General Statement:

Guest and Member Services Ambassadors provide front line guest service. They must be able to make a good first impression on our guests. Computer, guest service, and cash handling experience a plus. Guest and Member Services responsibilities include selling admission tickets, selling memberships, validating tickets, stroller and wheelchair rentals, helping school groups, and providing general zoo information. Other responsibilities include selling admission tickets for zoo activities and operation of retail experiences including: Carousel, Camel rides, Stingray Bay, Safari Cruiser, Scooter Pals and other seasonal experiences as needed.

This is a part-time seasonal position, lasting approximately 6-8 months. The typical schedule is 28 hours or less per week. This position requires at least 18 hours of availability during scheduling/Zoo operating hours. Within that requirement, ambassadors must have availability for one full weekend day (either Saturday or Sunday, or half days on each).

Shifts throughout the season include:

• September through October: 1st shift is 7:30 AM – 1 PM; 2nd shift is 1 PM – 6 PM.
• November through mid-January: 1st shift is 7:30 AM – 12 PM; 2nd shift is 12:00 PM – 4:30 PM; 3rd shift is 4:30/5 PM – 11 PM.
• Mid-January through April/May: 1st shift is 7:30 AM – 1 PM; 2nd shift is 1 PM – 6 PM.

Essential Duties:

• Provide excellent guest service to zoo guests and employees by maintaining a WILD (friendly, helpful, positive and professional) working attitude and appearance and assist in creating value for each individual guest.
• Maintain exceptional standards for guest service, cleanliness, and physical appearance within all locations of the zoo.
• Communicate clearly with guests and staff over phone, radio or in person.
• Receive and respond to guest inquiries and complaints, problem-solving in a friendly, helpful, positive, and professional manner.
• Communicate any safety or operational concerns to supervisor.
• Monitor the public ensuring the safety of guests and animals, including; looking for prohibited items, assisting with crowd control, and communicating with Rangers regarding situational concerns.
• Serve as a liaison between the Guest and Member Services department and all other departments in the zoo.

Guest and Member Services:

• Greet and provide directional information to guests and members by responding to their inquiries and requests with current and accurate information.
• Operate computers and registers to sell admission tickets and experiences.
• Scan and track ticket, wristband and group tally counts at points of entry to Zoo and experience venues.
• Perform all functions necessary for the processing and rental of equipment including; operating computers/registers, process credit card and cash transactions, review applicable rental contracts and educating guests on safety guidelines and proper use of the rental equipment and monitor guests behavior.
• Wash and maintain the integrity of rental fleet and tag any broken equipment.
• Sell and validate tickets at venues, communicate pricing and discounts, and promote current activities and upcoming events.
• Educate guests on safety guidelines and proper use of the rentals and rides and monitor guests behavior.
• Provide service to guests needing assistance with the rides and experiences.

This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs, or technological developments.)

• Guest service experience preferred.
• Cash handling experience preferred.
• Ability to engage and communicate effectively with guests of all ages through good listening skills, friendliness, enthusiasm, and a positive and professional attitude.
• Ability to adapt to a fast pace working environment.
• Availability to work nights, weekends, holidays and school breaks.
• Ability to stand for extended periods of time.
• Ability to work outdoors in extreme weather conditions.
• Ability to ascend/descend stairs, bend, squat, stoop, kneel, crouch, crawl, reach, twist at the waist, push, pull and periodically lift up to 50 pounds 4 feet off the ground.
• Bilingual in English and Spanish is a plus.
• Experience working with computers and familiarity with Galaxy POS and/or The Raiser's Edge ticketing/scanning systems a plus.
• Ability to pass pre-employment background check and drug test.
• Effective 6/29/22, the Arizona Center for Nature Conservation/Phoenix Zoo is no longer requiring Covid-19 vaccination for this position