Guest Services - Admissions

Description

Guess Services Employee - Admissions

Year Round

Guest Services Employees (GSE) at the Lehigh Valley Zoo (LVZ) are required to perform a variety of duties with the goal of maximizing the guest experience. The Admissions role has a primary focus on efficient and effective guest entry – consisting of scanning and selling tickets, experiences and memberships. Admissions employees are front-facing and usually the first Zoo representatives to welcome our guests, so the role requires quality customer service, knowledge of our admissions platforms and a desire to be accessible to guests for questions and concerns.

• Admissions (Gate/Quad/Office):
• Create and maintain a positive experience for all Zoo guests
• Operate the Fareharbor ticketing platform proficiently
• Understand procedures for member check-in, will call, AZA Reciprocal lists, etc.
• Awareness of all daily promotions, event times, discounts, coupons, offers, etc.
• Share general information with guests – events, promotions, animals off exhibit, zoo maps, communication with rest of zoo – and answer their questions.
• Direct groups/birthday parties/encounters to correct location, upon arrival
• Keep entry line moving, finding proper balance between answering questions and radioing for assistance.
• Work with the Membership department and gain a full understanding of the program
• Willingness to upsell guests during check in process
• Ensure cash in box is properly counted and balanced prior to and following shift
• Ability to engage in proper radio etiquette to communicate with staff
• Attend Morning Roundup, which is held 30 minutes prior to Zoo opening
• Contribute to daily Zoo cleanup after shift or after closing time, as needed
• Understand Zoo Codes and responsibilities to assist in remedying zoo emergencies
• Other duties as assigned by Zoo management

• Excellent communication skills
• Comfortable speaking to small and large groups of people
• Ability to act in a friendly, outgoing, polite, and professional manor with guests and staff
• Ability to develop and maintain effective working relationships
• Ability to follow written and oral direction and to exercise good judgment
• Personal and professional image and demeanor
• Competent handling of money

• High school diploma or equivalent preferred
• Must possess a valid driver’s license or have reliable transportation
• Ability to work some signature events, special promotions and Winter Light Spectacular; all which require availability on weekends, holidays and evenings

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Physical Demands:
While performing the job duties of this position, the employee is occasionally required to walk; sit; stand; use hands to fingers; handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear.

Employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:
The noise level in the work environment is usually minimal.