Title: Guest Services Assistant



Title: Guest Experience RepresentativeExempt/Non-Exempt:Non -ExemptSupervisor: Director of Guest ExperienceEmployment Type:TemporaryRevised: Feb 2020Hours:Sun - SatThis position performs the daily operations of the Guest Experience areas in Admissions, Gift Shop, Café, Custodial, Special Events, Train Depot, and Barnyard. Guest Experience areas are the main contact point for zoo visitors and staff seeking zoo related information, customer service, and general assistance. Principal Function: Performs all job assignments with a positive, energetic attitude that reflects the Lake Superior Zoo’s mission and values, and is committed to providing exceptional customer service to each guest who enters the zoo by actively engaging in meaningful guest encounters. Under the direction of the Director of Guest Experience, managers, and lead team, the Guest Experience Representatives perform a variety of duties in providing services and assistance to visitors and staff. Guest Experience Representatives must believe in and support the Lake Superior Zoological Society’s mission and organizational culture, and must be a valuable and contributing member of the zoo team.Representatives will cross-train to work in most all department areas; Admissions, Gift Shop, Café, Train, Custodial, and Special Events. Not all representatives will be trained to work in the Barnyard due to various animal care requirements. Principal Duties: Guest Experience/GeneralProvides exceptional customer service and actively engages in meaningful guest encounters.Responsible for learning about zoo operations, history, events and animal collection in order to provide guests with accurate information.Provides information to the public in person or on the phone including, but not limited to: zoo hours of operation, prices/fees, regulations, programs, exhibits, special events, classes, directions, lost and found items, memberships, and zoo animal collection.Answering the phone, directing calls and taking messages.Attempts to rectify visitor disputes, complaints and issues as appropriate.Monitors and uses zoo-wide two-way radio communications, and uses zoo-wide public address system.Ensures a safe environment for visitors, staff, and volunteers; monitors key areas and entrances and reports safety concerns to a supervisor in a timely manner.Maintains a clean work environment, and assists with the general cleanliness of zoo common areas.AdmissionsProvides a great “first impression”, and exceptional customer service.Operates Point of Sale (POS) terminal for admission fees and stroller rentals; includes capturing visitors’ zip codes, handling the exchange of payment types, maintaining a cash drawer, and completing daily paperwork.Understands and follows coupon and discount guidelines.Maintains admissions booth and strollers in a clean and organized manner.Gift shopProvides exceptional customer service.Operates Point of Sale (POS) terminal for sales relating to merchandise, memberships and special events; includes capturing “round-up” donations, handling the exchange of payment types, maintaining a cash drawer, and completing daily paperwork.Assists in receiving, pricing and stocking of store inventory.Maintains familiarization of merchandise to better assist guests with purchases.Cleans and organizes gift shop and store room areas.Assists in the areas of inventory, loss prevention, and merchandising.Café Provides exceptional customer service.Operates Point of Sale (POS) terminal for food orders and sales; includes capturing “round-up” donations, handling the exchange of payment types, maintaining a cash drawer, and completing daily paperwork.Assists in receiving and stocking of café inventory and inventory counts.Performs food preparation and café maintenance in accordance with zoo guidelines and food safety standards.Maintains familiarization of food items and their contents to better assist guests with purchases.Cleans and organizes all food preparation areas, equipment, and dining areas.Train DepotProvides exceptional customer service.Operates Point of Sale (POS) terminal for merchandise sales and train ticket sales; includes capturing “round-up” donations, handling the exchange of payment types, maintaining a cash drawer, and completing daily paperwork.Assists in receiving and stocking of depot inventory and inventory counts.Cleans and organizes depot and storage areas.Assists in driving the excursion train along assigned route, while providing an informative and entertaining narration for passengers.Assists with the morning start-up, daily cleaning, and nightly parking of train.Assists with supervising the loading and unloading of passengers, enforcing safety rules.CustodialProvides information and assistance to the public in a courteous manner.Responsible for cleaning and maintaining the clean condition of all public and non-public areas of the zoo, exhibit viewing areas, and outdoor picnic and seating areas.Assist with snow removal, sanding and de-icing of sidewalks and pathwaysResponsible for trash/litter removal from trash receptacles, pathways, sidewalks, and parking areas.Responsible for the cleaning and restocking of restroom.Responsible for assisting with event set ups and breakdowns. Responsible for maintaining clean, orderly and safe custodial storage and work areas.Responsible for maintaining assigned tools and equipment in good working condition.Performs record-keeping activities, including logbooks as protocols require.Performs other duties as assignedBarnyard Attendant: Engages with guests and responds politely, appropriately, and accurately to guest inquiriesEnforces posted and any unposted Barnyard Rules (i.e. no running, yelling, strollers, food/drink) in a courteous and respectful mannerProvides guests with information on how to appropriately interact with barnyard animals in accordance with animal care proceduresObserves the guest/animal interactions for appropriateness in accordance with animal care policies and proceduresMonitors the number of guests allowed in barnyardResponsible for monitoring barnyard gates in order to prevent animal escapeMonitors the visual health & behavior of barnyard animals and reporting any issues or concerns to the Barn Keeper Staff The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.Qualifications: Minimum Requirements:Must be 16 years of ageMust be 18 years of age with a valid driver’s license to operate excursion trainMust have reliable transportation to/from workplace (commercial transit available) Skill and Ability Requirements: Customer service orientedEnthusiastic, outgoing personalityComfortable actively engaging visitors in meaningful encountersEnjoy working with and serving diverse populationsAbility to establish and maintain effective working relationships with supervisors, co-workers, volunteers and the publicAbility to be a contributing and productive “team member”Ability to understand and follow oral and written instructionsAbility to work safely, recognize safety hazards and apply proper safety precautionsWillingness to learn about general zoo operationsAbility to take direction yet work independentlyWillingness to perform a wide variety of tasksDetail Oriented Self-motivated Ability to learn quicklyScheduling flexibility to accommodate special events, and work weekends and holidays.Ability to remain calm and courteous with demanding/difficult guests and/or situationsReliable and punctual attendance habitsBe interested and enthusiastic about the zoo Competency and Knowledge Requirements:Basic computer knowledge and familiarization with Microsoft productsUnderstanding of and ability to use basic cash handing principlesExcellent customer service skillsWORK ENVIRONMENTThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to outdoor weather conditions, and indoor heat extremes. The noise level in the work environment is usually moderate.. Employees may be asked to work in physically close quarters. The noise level in the work environment can be higher than moderate based on the number of visitors at the zoo and the activity/zoo area.PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to use hands to finger, grasp, handle, touch or feel. Reach with hands and arms, and talk and hear. The employee is often required to walk, climb, stand, stoop, kneel, crouch, or crawl. The employee must regularly lift and move up to 25 pounds and occasionally lift and/or move up to 50 pounds. The employee is occasionally required to set up tables, chairs, boxes of supplies, and other necessary equipment. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus. Close vision is required to check identifications, membership cards, coupon types, etc. and computer and register buttons and screens. Distance vision is necessary for adequate crowd control.TO APPLYDownload the employment application found at: and submit with cover letter and/or resume to:Director of Guest Experience7210 Fremont StreetDuluth, MN 55807Or e-Mail to: shalligan@ ................
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