Bilingual Guest Services Representative

The Guest Services Representative provides outstanding customer service and assists the operations department in contributing to the mission of the Zoo. Primary responsibilities include cash handling, data entry, selling tickets, upselling annual memberships and other special admission offerings, providing information to guests, answering phone queries, keeping the front gate area clean, and other clerical duties.

Bilingual required (Spanish and English)

Who We Are

ZooTampa at Lowry Park is one of the most popular zoos in the southeastern U.S., with over 1.2 million visitors annually. We have grown to what now encompasses 56 acres of naturalistic wildlife habitats in a lush, tropical garden setting with wide-ranging activities. The Zoo, accredited by Association of Zoos and Aquariums (AZA), offers popular educational programming, fun recreational amenities, up-close animal encounters and engaging seasonal events for which it has won awards as one of the country's most family-friendly zoos.

Our mission is to rescue, rehabilitate and care for animals; create exceptional personalized experiences that connect people with wildlife and each other in fun, immersive ways.

Our vision is that everyone we touch is motivated to join us in taking action to protect and preserve wildlife.

Join us and become a part of creating unforgettable natural connections

Your day to day

• Responsible for greeting and directing guests, selling admission tickets, upselling annual memberships and premium experiences at the ticket windows.
• Provides guests with exceptional customer service including but not limited to elements outlined by department guidelines.
• Performs guest screening processes at point of entry.
• Politely and diplomatically enforces policies and procedures concerning both guests and employees.
• Accurately handles payment transactions through the use of a cash register and/or computer while adhering to designated cash handling guidelines.
• Performs accurate and complete data entry for all guests within the Galaxy database (i.e. completes all necessary information for each membership, processes third-party tickets and premium tours and experiences correctly).
• General guest service including guiding/interpreting, day planning/concierge service, payment transactions, etc.
• Maintains cleanliness and organization of admissions box offices and all front gate/front plaza areas.
• Follows the applicable schedule of activities on a daily basis while working.
• Follows established guidelines to ensure the safety of guests and staff.

What are we looking for?

• A high school or equivalency diploma preferred.
• Customer service experience preferred.
• Effective communication skills. Ability to develop positive relationships with members of all departments.
• Bilingual (Spanish and English)
• Ability to complete projects in a reasonable time frame, to the satisfaction of management.
• Deal courteously and tactfully with employees, peers, superiors, and the general public.
• Effective time management and the ability to make sound decisions in a fast-paced environment.
• Must have the ability to follow specific instructions.
• Must be flexible and have the ability to multi-task in a fast-paced environment while maintaining a positive attitude with the public.
• Data entry experience including minimum typing of 40 wpm and minimum alphanumeric of 8,000 kph.
• Cash handling experience preferred.
• Ability to communicate ideas and contribute effectively to the department.

Other Requirements

• Conducts all activities in alignment with AZA standards and guidelines, all relevant laws and regulations, safety standards, and standards that ensure animal welfare.
• Ability to work in extreme weather conditions typical to west central Florida (i.e. heat, rain, or cold) and stand/walk for extended periods of time.
• Ability to use radio, telephone, and computer to communicate and follow written and verbal instructions.
• Manual dexterity sufficient to type on a keyboard, and handle tools and equipment.
• Possesses sufficient cognitive ability, auditory and visual acuity and communication skills to perform essential duties and follow animal and guest general safety practices.
• Must be willing and able to work varied and long shifts including holidays, weekends and in support of events as needed.
• Must be able to plan for, work, and staff special events and exhibits as well as be available for unexpected shifts.
• Must be able to work in a variety of physical positions, including sitting, bending, reaching, standing, walking, and lifting and carrying 30 lbs.
• Must have ability to navigate paved as well as rough or uneven pathways.

Our Perks at ZooTampa

• Pet insurance
• Retirement 403(b) plan
• Employee Assistance Program
• Free gym membership
• Free membership to the Zoo, MOSI, and the Florida Aquarium
• Free or discounted admission to many attractions in Florida
• Discounts on food, beverage, and merchandise
• Discounted auto insurance
• And so much more

Equal Opportunity Employer & Drug-Free Workplace