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Visitor Engagement Specialist
2 months ago
Position Title Guest Experience Associate
Reports To Guest Experience Manager
Department Guest Experience
Position Summary This role is dedicated to providing an exceptional, engaging, and entertaining experience for all visitors. The individual will be responsible for delivering outstanding service in a professional and courteous manner, ensuring a positive visitor experience while maximizing sales and creating memorable moments.
Key Responsibilities
- Comply with company policies and procedures.
- Aim to achieve customer satisfaction metrics to meet and exceed visitor expectations.
- Educate, entertain, and inspire visitors throughout their journey.
- Oversee animal and visitor interactions to guarantee a safe and enjoyable experience for all.
- Monitor and report daily facility conditions to the Guest Experience Manager.
- Ensure programs and presentations are conducted on schedule.
- Stay informed about new products and offerings.
- Keep current with all new animals in the facility.
- Identify sales opportunities that enhance the visitor experience.
- Create unique and memorable experiences for guests.
- Participate in training programs to deliver the best visitor experience.
- Maintain cleanliness and safety standards throughout the facility.
- Ensure accurate capture of admission and sales data for reporting purposes.
- Manage visitor flow to ensure a safe and enjoyable experience.
- Collaborate with internal and external departments to provide a seamless visitor experience.
- Work with the Animal Care Department to uphold animal welfare standards.
- Contribute to a team environment that motivates and inspires high performance through respect and communication.
- Assist in other departments as needed.
- Report any animal care or welfare concerns to the Animal Care Department.
- Prior experience in customer service, retail, or guest relations preferred.
- Experience with cash handling is a plus.
- Excellent verbal and written communication skills are essential.
- Strong listening, presentation, and decision-making abilities.
- Ability to anticipate visitor needs effectively.
- Technically proficient, with the capability to learn a Point of Sale system.
- Creative problem solver who excels in challenging situations.
- Enthusiastic and eager to engage in new projects and ideas.
- Ability to stand for extended periods.
- Ability to communicate effectively in English, both verbally and in writing.
- Ability to accurately input information using a moderately complex computer system.
- Hearing and visual acuity to observe and respond to emergency situations.
- Ability to lift and carry up to 50 pounds.
- All team members are required to adhere to the standards, rules, and regulations established by the company, which may be updated periodically. Violations or irregular attendance may result in disciplinary action, including termination.
- The leisure business operates seven days a week. Due to the seasonal nature of the industry, team members may be required to work varying schedules, including weekends, holidays, and overtime as needed.
- This job description is not an exhaustive list of all functions that a team member in this position may be asked to perform.