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Guest Service Representative

3 months ago

Houston, United States Houston Zoo Full time

Join an enthusiastic team that provides a fun, unique and inspirational experience fostering appreciation, knowledge, and care for the natural world. 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.

**Description**:
Guest Service Representatives provide information and assist guests with ticket purchases for Zoo admission through the front entrance. This position rotates through various Zoo attractions, including: Giraffe Feeding, Carousel, Stroller Rentals and other venues as needed. The admissions staff provides exceptional service and ensures the secure collection and deposit of all forms of payment and related media.

**Responsibilities**:

- Provides consistent and 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
- Ability to continually suggest additional items such as Conservation Bracelets, Memberships or City Passes
- Operates computer, radios, phones, and other office equipment in an efficient and effective manner
- Remain productive and efficient when 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
- Being fully vaccinated against COVID-19 is a requirement for this position

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.

**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 two 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 required. Basic knowledge of grammar, spelling, punctuation and simple mathematical functions as might normally be acquired through attainment of a high school diploma or a GED are required. Bilingual skills are beneficial
- This position must have 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.

About Houston Zoo
Houston Zoo is made up of many moving parts with over 6,000 permanent residents (our animals) for whom we provide housing, meals, medical care and, yes, even education There are over 2 million guests each year who come to experience our incredible variety of animals and ecosystems, as well as attend special private and public events and entertainment. Our dedicated staff works around the clock to ensure that the Zoo is always running smoothly for the safety and well-being of our residents and guests. We strive to ensure the protection of all the counterparts of the animals we have at the Zoo and in the wild.

Join Houston Zoo and become a part of an organization that is focused on the preservation of wildlife and their habitats by combining conservation with education and promotion of sustainable livelihoods in the local communities. Houston Zoo is an Equal Opportunity Employer.

Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as a complete inventory of all responsibilities, duties and skills required for the position. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully