Evening Guest Services Associate

Job Title: Evening Guest Services Associate

FLSA Status: Non-Exempt

Classification: Seasonal

Hours: Evening hours typically between 5:00 PM and 11:00 PM; flexible schedule available

Pay Rate: $15.00/hour

This is a seasonal position with a maximum duration of six months, based on individual performance and business operations. The exact end date will be determined by the official start date. This role will be assisting with our seasonal holiday events (Zootacular and Zoolightful).

Summary:

Omahas Henry Doorly Zoo & Aquarium is seeking guest-first, hospitality-focused Evening Guest Services Associates, with strong customer service skills who can confidently and professionally respond to a wide variety of situations to ensure guest satisfaction during evening Zoo events. Evening Guest Services Associates play a critical role in shaping first and lasting impressions by warmly welcoming visitors, answering questions, assisting with the sale of admission, and consistently following all ticketing and membership policies and procedures. Evening associates work across all Guest Services areas, including but not limited to event ticket cashiering, scanning event admission tickets, carousel operation, kiosk attending, and operation of the Immotion virtual reality experience. This position reports directly to the Guest Services Leadership team and works collaboratively to deliver safe, engaging, and memorable experiences for every guest. Schedule is dependent on special event requests.

Duties and Responsibilities (include but not limited to) :

- Communicate clearly and effectively with Events staff for all evening events.

- Follow directives put in place by Event Captains, reporting any concerns to a supervisor.

- Be able to assist guests at ticketing kiosks by answering questions and completing transactions.

- Provide general information about prices, location of specific event areas, and safety rules.

- Accurately operate cash registers, credit card reader, and Point-of-Sale system during transactions.

- Collect, scan, and validate both tickets and memberships while following and explaining rules to guests.

- Ensure that prohibited items do not enter our Zoo.

- Maintain proper radio etiquette using a multi-channel system.

- Help to control crowds on entry plaza in a professional and efficient manner, being mindful of tone of voice and body language.

- Clean indoors and outdoors with equipment such as brooms, mops, carpet cleaners, and power washers to maintain a clean and professional appearance of Guest Services locations and surrounding areas.

- Ensure adherence to safe work practices and procedures for Zoo guests.

- Report all safety related, animal related, mechanical issues, or other incidents to a supervisor.

- Represent our Zoo in a positive and professional manner to maintain an open and accepting atmosphere.

- Promote teamwork within the working environment; assist coworkers when necessary.

- Clearly deliver safety instructions, rules, and regulations to be observed.

- Ensure guest compliance with rules and safety regulations.

- Enforce Zoo policies for closures and evacuations in the event of emergency situations.

- Other duties as assigned.

Minimum Requirements:

- Must be 16 years of age or older.

- Must be available to work a minimum of three shifts per week from October to January.

- Daytime special event shift opportunities may be available.

- May be required to stand for long periods of time.

- Ability to provide friendly, approachable, and courteous service to guests in all interactions.

Experience:

- Prior cash handling experience preferred but not required.

- Prior guest services experience preferred but not required.

- Bilingual language skills are a plus.

Working Environment and Physical Effort:

- Will sometimes work extended/odd hours including weekends and holidays for evening events.

- May have the opportunity to work some daytime special events.

- Must be able to travel long distances across our Zoo. Work is done in both indoor and outdoor settings.

- Must be able to stand, sit, kneel, bend, twist, reach above head, and climb.

- Will lift, push, pull, and/or move up to 15 pounds and occasionally up to 25 pounds using safe and proper lifting methods.

- Will work outdoors in all weather conditions, including heat, rain, and snow.

DISCLAIMER

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor is it to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

Omahas Henry Doorly Zoo & Aquarium is an Equal Employment Opportunity Employer as defined by the EEOC.