Lead Greeter




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

Please go to www.houstonzoo.org/careers for a complete job description and to apply.

The 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:

Greeters are highly visible and are among the first to welcome Guests into the Zoo while providing a sense of arrival. Greeters are responsible for assisting Zoo Guests when entering or exiting the Zoo through the Main and Medical Center gates, as well as monitor re-entry into the Zoo. Greeters rotate through various Zoo attractions, including Giraffe feeding, 4D Experience, Carousel, Stroller rentals and other venues as needed.

The Lead Greeters support the front line Greeters and assist the Admissions Supervisors with administrative functions, and facilitate the operation of entry points throughout the zoo by ensuring appropriate staffing levels and monitoring staff performance in providing outstanding guest service.

RESPONSIBILITIES:

•Must be friendly, positive and portray a helpful attitude to our guests and staff.

•Must be adept at handling Guest inquiries in a fast-paced, team-oriented environment while efficiently processing ticket media.

•Monitors area to ensure a secure environment and reports problems to supervisors; may require intervention with public to deal with problems.

•Assist supervisors in training of new staff and working with supervisor to ensure staff is performing their job duties.

•Assist supervisors to ensure proper coverage of operation areas while seeing to staff needs for breaks, training or other requirements.

•Maintain proper equipment check out/check in logs and notify supervisors of discrepancies.

•Assist supervisors with opening and closing procedures including scheduling and attendance record reporting.

•Provide crowd control if necessary during peak times and seasons.

•Performs safety checks of guest items while welcoming them in a warm and friendly manner.

•Provides information and directions to guests concerning the Zoo mission, Zoo rules and Zoo events.

•Provides assistance to Guest Services staff as needed.

•Other duties as assigned.

JOB REQUIREMENTS:

EXPERIENCE:

Guest service experience in a fast-paced environment. Previous experience in a museum, theater, amusement park, hotel or related attraction a plus. Candidates must be comfortable working with large crowds.

KNOWLEDGE:

High School diploma or GED is required. 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. Must have the ability to read, assess and process ticket media, as well as use handheld scanners to validate tickets.

Must have excellent verbal communication skills with the ability to interact cheerfully with guests. Must be able to work 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.

Greeters are required to meet high standards of Zoo knowledge and Guest service. In addition, Zoo Greeters 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 involves standing for long periods of time. It may also involve considerable physical exertion, such as extensive walking, bending, stooping and occasional lifting of heavy objects (up to 50 pounds) and the use of stairs.

SUPERVISION:

Reports to the Admissions Supervisors.

WORK ENVIRONMENT:

This position requires employees to work outdoors 90% of the time. There are routine exposures to significant levels of heat, cold, moisture and air pollution. The position may involve periodic exposure to mild chemical substances used to clean equipment. The zoo operates seven days a week and requires open scheduling availability including weekends, holidays and after hours events.

PHYSICAL SKILL:

Greeters require excellent hand/eye co-ordination, the ability to work outdoors for long periods of time, ability to move quickly to assist with staff and guest needs, clear speech, 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.