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Point Defiance Zoo & Aquarium of Metro Parks Tacoma

Visitor Services Associate II


Closing Date: 03/11/2021

Three positions available.  Two positions will be assigned to Point Defiance Zoo & Aquarium (one full-time and one .85 fte)  and one assigned to Northwest Trek Wildlife Park (.85 fte).  

Under the direction of an assigned supervisor, oversees and participates in a variety of duties associated with the daily activities of the Visitor Services department.  Monitor daily operations including timed entry, admissions procedures, membership purchases and renewals, rentals, information distribution, carousel operations, kiosk operations, special programming, and facility cleanliness.  Provides oversight of part-time and seasonal staff

In the performance of their respective tasks and duties all employees are expected to conform to the following:

  • Perform quality work within deadlines with or without direct supervision.
  • Interact professionally with other employees, customers and suppliers.
  • Work effectively as a team contributor on all assignments.
  • Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
  • Observe applicable safety requirements, use safety equipment provided, implement appropriate safety practices at all times and report immediately any unsafe working conditions or hazards.

Essential Duties: 

Monitor all daily activities of the Visitor Services Department.  Track inventory of all operating supplies. 
Monitors and records all activities associated with the park change fund including providing change for all cash points, performing change fund inventories and ordering change for the fund.
Accumulate record and interpret daily financial information generated by Admissions and Membership.
Retrieves and distributes all cash tills for Visitor Services Cashiers; Ensures tills are orderly and correctly counted; verifies tills that have been provided with the incorrect amount of money.
Performs POS software lead functions for all stations.  Assist cashiers with refunds, voids and transactional issues.
Participate in and monitor a variety of office clerical activities, operate a, computer and Point of Sale system, standard office equipment including calculator, and telephone system.
Familiarity with software used within Visitor Services; run reports as needed; train staff to use software used within Visitor Services Department.
Monitor all public service amenities including special programming, and maintenance of public areas, safety and security of visitors, park staff and properties.
Address all customer concerns, complaints and inquiries professionally; addresses staff concerns and inquiries regarding visitor service activities, special events and general operations.
Monitor two-way radio traffic and coordinates the phone reception activities.
Coordinate the opening and closing functions that facilitate timed entry check in, and a smooth, organized admissions experience at the front gate.
Respond to non-medical and medical emergency situations following departmental emergency protocols; report disruptive visitors, trespassers and others; perform emergency first aid and CPR as needed and according to established procedures and guidelines, calling 911 if instructed by incident commander; prepare related records and reports.
Coordinate the daily sales of memberships, security of member information and proper collection of customer information; daily coordination of opening and closing procedures; coordinate breaks and lunch schedules for part-time and seasonal staff, while ensuring appropriate coverage remains at all assigned areas.

Support a model Visitor Services program that focuses on an excellent visitor experience with low inconvenience and high safety and cleanliness standards; maintain a clean, organized, professional front entry and membership services area.
Disseminate appropriate information to part-time and seasonal staff as it pertains to daily operations, special events, and closures. 
Assist in the training of volunteers assigned to Visitor Services support positions.
Create SAMI identification cards as necessary, and assist SAMI students with check-in at the front gate for special assignments. 
Occasional participation in provided WCIA trainings pertinent to the position.
Perform related duties as assigned.

This position is a represented position with the International Union of Operating Engineers.   

One position available requires 40 hours per week year around.  
Two positions are .85 fte with prorated benefits and require 40 hours per week seven months of the high season of the year, with reduced hours for five months.  


Experience Required

Graduation from high school or GED, some college level coursework preferred; four years of cashiering/money handling experience, customer service and supervisory experience required.


$19.39 - $26.88 Hourly

How to Apply

Point Defiance Zoo & Aquarium of Metro Parks Tacoma
Tacoma, WA

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