Guest Service Representative- Part Time




Organization: Houston Zoo (AZA Member)
Location: Houston, Texas, United States
Job or Internship: Job

GUEST SERVICE REPRESENTATIVEPART-TIMEThe Houston Zoo aspires to be recognized by peers, staff, and general public as a leader among conservation efforts, delivering excellence in animal care, entertainment, education, and Guest service. Join an enthusiastic team that provides a fun, unique and inspirational experience fostering appreciation, knowledge, and care for the natural world.DESCRIPTION:Guest Service Representatives (GSRs) are highly visible and are among the first to welcome Guests to the Zoo while providing a sense of arrival. GSRs provide information and assist Guests with ticket purchases for Zoo admission at the Main and Medical Center gates. GSRs also rotate through other areas to sell tickets at various Zoo attractions, including Giraffe feeding, 4D Experience, Carousel, Stroller rentals and other venues as needed. GSRs are responsible for the secure collection and deposit of all forms of payment and related media.RESPONSIBILITIES:• Provides exceptional internal and external Guest service according to established guidelines.• Assists Guests in a friendly and positive manner regarding Zoo offerings, prices, information and directions.• Provides information and directions to guests concerning the Zoo mission, rules and events. Assists in answering questions from Guests concerning general knowledge of procedures, locations, and information.• Uses the computerized admissions system Galaxy to issue tickets and items, retrieve stored orders and check event availability.• Use suggestive selling to meet sales goals for Memberships, CityPASS, Value Pass, Conservation fund raising and other items.• Collects cash or other payment from guests, determines amount due and change required. Records payments, balances register; makes cash collections from donation and vending areas utilizing Galaxy and other procedures when needed.• Performs routine accounting and money handling tasks related to receiving, recording and depositing payments.• Maintains accounting and record of all cash, coupons, promotional materials and donations received. Verifies various payment vouchers, forms and documents.• Operates computer and other office equipment in an efficient and effective manner, answering phones and retrieving messages.• Remain productive and efficient while maintaining performance accuracy.• Project a professional image while in uniform and when using the radio.• Monitors area to ensure a secure environment and reports problems to supervisors.• Acts appropriately to clean up spills, trash or debris in their immediate area.• Comfortable giving and receiving performance feedback from supervisors and Guests.• Other duties as assigned.Staff will be required to work weekends, holidays, some evenings, rotating schedules and beyond scheduled work hours. Staff may also provide crowd control if necessary during peak times.JOB REQUIREMENTS:EXPERIENCE:Three years of experience as a cashier in a high volume operation with heavy customer contact is desired. Excellent math and counting skills with exceptional customer service experience may be substituted for 2 years experience as a cashier. Previous experience in a museum, theater, amusement park, hotel or related attraction a plus.KNOWLEDGE:High school diploma or GED. Basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or a GED are required. Bilingual skills are desired.This position requires excellent oral communication skills and the ability to interact cheerfully with guests while working under considerable pressure in crowds and with difficult guests. Good written communication skills are needed to prepare reports and take down information accurately and thoroughly.Guest Service Representatives are required to meet high standards of Zoo knowledge and Guest service. In addition, they are required to complete an on-going program of continuing education in order to maintain a high level of customer service.SKILLS:PHYSICAL EFFORT:The position requires moderate physical effort on a daily basis such as walking, bending, stooping and standing for long periods and regular lifting of heavy objects up to 50 pounds. Guest Service Representatives must maintain their stations at their booths for extended periods and engage in rapid and repetitive hand motions.WORK ENVIRONMENT:This position requires employees to work outdoors 50% of the time. The work environment is generally comfortable but requires sitting or standing for long periods in a small, enclosed booth even in bad weather. Some posts may be outdoors and subject to extremes of heat and cold. The use of mild cleaning materials is required on occasion.PHYSICAL SKILL:Guest Service Representatives require excellent hand/eye co-ordination and the ability to count out change and bills, rapidly and with accuracy. Candidates must have the ability to work for long periods at a computer keyboard, clear speech, and good listening skills.PUBLIC CONTACT:The position requires heavy public contact requiring considerable interpersonal skill, extensive interaction with the public, requiring a high degree of appreciation of customer service, the ability to deal with conflict, and work to provide service recovery in a dynamic environment.TO APPLY:Please complete an online application through our website atwww.houstonzoo.org/careers