Guest Relations Ambassador Part Time

Overview

SUMMARY: Guest Relations Ambassadors are an integral part of the overall guest experience se individuals are posted throughout the operation engaging in such duties as selling tickets, greeting guests, scanning tickets, seating for presentations and shows, supporting Ancillary Operations, and way finding. Depending on operational needs, some posts are located outside of the building. All team members act as role models for outstanding customer service standards, both within the department and the aquarium.

The job for which you have applied is now a union job. All non-supervisory jobs in Guest Relations are included in the unit of employees represented by Shedd Workers United, AFSCME Council
31. The union was elected in November, and we have not yet begun contract negotiations.

Due to the volume of applications we receive, please only email jobs if you need an accommodation. We are actively reviewing applications and will reach out to those we would like to interview.

• The rate for this position is $17.00/hour

• Must be willing to work holidays (varied hours).
• This is a regular part-time, non-exempt position.
• Availability must include a minimum of 3 days with the ability to work anytime from 7am to midnight. Tuesdays or Wednesdays are preferred. At least one weekend day (Saturday or Sunday) is required.

• We hire Guest Ambassadors to join our Guest Relations team on an ongoing basis. New employees will be required to attend an orientation and training series on Monday, Tuesday, Wednesday and Thursday of their first week of employment, even if it is not within their normal availability.

These are the essential duties and responsibilities. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrate commitment to Shedd’s vision, mission, and values.
• Consistently provide seamless and joyful behaviors at all posts using the GUEST framework:
• G – focus on high-energy greeting by going to the guest
• U – ask the right questions at each post to understand what the guest needs. "Where are you visiting from?" "What animals are you most excited to see today?" "Are you a member?"
• E – engage guests, using Ask Me! animal knowledge and three interpretation techniques:
  • Ask questions. "How many sea stars do you see?"
  • Use metaphors. "Sea otters eat 25% of their body weight every day. That’s like if I ate 10 pizzas!"
  • Make connections. "Since you love sharks, have you also seen Wild Reef? Did you know Shedd members get a discount on 4D/VR/Must See Tour?"
• S – solve guest needs by helping them with what they asked for and surprising them with a personal recommendation for something extra.
• T – thank guests for visiting and impact their decision to visit again
• The following are examples of duties performed by Guest Relations Ambassadors:
• Accurately and efficiently guide guests throughout the building.
• Provide accurate and concise information about Shedd tickets and experiences.
• Scan tickets.
• Assist guests with automated kiosks.
• Ability to learn and effectively utilize a computerized point-of-sale system:
• Successfully complete sales training and sell tickets to guests.
• Accurately bank in and bank out their cash till at the start and close of their shifts.
• Accurately count back change to guests.
• Use Tessitura to facilitate ticket sales, comeback CSIs, and occasional refunds.
• Safeguard animals in all open-water habitats
• Exhibit schedule and post flexibility for daily operations and events; move throughout the building helping guests and partner teams
• Demonstrate a results-oriented approach to all of Shedd’s available upgrades (Membership, CityPASS, 4-D, Virtual Extraordinary Experiences, learning programs)
• After training, expertly attend the Information Desk and the wide variety of guest needs
• 4-D Theater and Virtual Reality operations.
• Other service posts as assigned as business need…