Guest Services Ambassador

Ambassador, ZooLights Ambassador, Membership Ambassador, School’s Greeter Ambassador.

This job description is not an exhaustive list of all responsibilities, duties, skills, efforts, or working conditions associated with the role. Management reserves the right to modify this job description at any time and to assign additional or different responsibilities as business needs evolve, such as in response to staffing changes, operational demands, emergencies, or technological developments.

Essential Duties of All Roles

• Provide excellent guest service to zoo guests and employees by maintaining a WILD (friendly, helpful, positive and professional) working attitude, appearance, and assist in creating value for each individual guest and member.
• Maintain exceptional standards for guest service, cleanliness, and physical appearance within all locations of the zoo.
• Communicate clearly with guests and staff over phone, radio, or in person.
• Receive and respond to guest inquiries and complaints, problem-solving in a friendly, helpful, positive, and professional manner.
• Communicate any safety or operational concerns to the supervisor in a timely manner.
• Monitor the public ensuring the safety of guests and animals, including looking for prohibited items, assisting with crowd control, and communicating with Phoenix Zoo Park Rangers regarding situational concerns.
• Serve as a liaison between the Guest Services department and all other departments in the zoo.

Ambassador

Guest Services Ambassadors provide front line guest service while creating a positive experience that connects our guests with the natural world. They must be able to make a good first impression on our guests.

Technology and guest service experience is a plus! Guest Services responsibilities include selling general admission tickets, validating tickets, stroller and wheelchair rentals, assisting school group entry, and providing general zoo information. Other responsibilities include selling admission tickets for and the operation of Zoo retail venues including Lakeside Carousel, Camel rides, Stingray Bay, Safari Cruiser, ScooterPals!, S’mores Host and other seasonal experiences as needed.

Required Availability:

• Availability to work nights, weekends (one full weekend day or half days on each), holidays and school breaks.
• Availability to work a minimum of 26 hours per week.
• Availability to work a minimum of 3 days per week.

Duration of Employment: September through May/beginning of June. Start date varies.

Essential Duties:

• Welcome and provide directional information to guests and members by responding to their inquiries and requests with current and accurate information.
• Operate computers and registers to sell admission and Zoo retail venue tickets.
• Scan and track tickets, issue and check for wristbands, and group tally counts at points of entry to Zoo and Zoo retail venues.
• Perform all duties related to the rental of equipment, including operating computers and point-of-sale registers, processing credit card transactions, reviewing applicable rental agreements, educating guests on safety guidelines and the proper use of rental equipment, and monitoring guest behavior.
• Clean and maintain the integrity of rental fleet and tag any broken equipment, reporting any issues to supervisor.
• Clean and maintain the integrity of carousel animals, deck, spinning tub and chariot, reporting any issues to supervisor.
• Sell and validate tickets at venues, communicate pricing and discounts, and promote current activities and upcoming events.

Each Guest Services Ambassador begins training in one area of focus. These focus areas are listed below. Depending on the business need, there may be opportunities for cross training in additional areas of focus.

Admissions Experiences

Zoo Host (Front Entry)

Turnstiles

Admission Booths

Rentals

School's Greeter*

Membership*

Zoo Host (Plaza)

Stingray Bay

Safari Cruiser

ScooterPals!

Camel Rides

Lakeside Carousel

Seasonal Venues

• Review specific job duties below.

ZooLights Ambassador

Guest Services Ambassadors provide front line guest service while creating a positive experience that connects our guests with the natural world. They must be able to make a good first impression on our guests.

Technology and guest service experience is a plus! Guest Services responsibilities include selling ZooLights and general admission tickets, validating tickets, stroller and mobility assistance rentals, and providing general zoo information. Other responsibilities include selling admission tickets for and the operation of Zoo retail venues including Lakeside Carousel, Camel Rides, S’mores Experience and other seasonal experiences as needed.

Availability Requirements:

• Availability to work nights, weekends (one full weekend day or half days on each), holidays and school breaks.
• Availability to work a minimum of 26 hours per week.
• Availability to work a minimum of 3 evenings per week.

Duration of Employment: Mid-October through mid-January. Start date varies.

Essential Duties

• Welcome and provide directional information to guests and members by responding to their inquiries and requests with current and accurate information.
• Operate computers and registers to sell admission and Zoo retail venue tickets.
• Scan and track tickets, issue and check for wristbands, and group tally counts at points of entry to Zoo and Zoo retail venues.
• Perform all duties related to the rental of equipment, including operating computers and point-of-sale registers, processing credit card transactions, reviewing applicable rental agreements, educating guests on safety guidelines and the proper use of rental equipment, and monitoring guest behavior.
• Clean and maintain the integrity of rental fleet and tag any broken equipment, reporting any issues to supervisor.
• Clean and maintain the integrity of carousel animals, deck, spinning tub and chariot, reporting any issues to supervisor.
• Sell and validate tickets at venues, communicate pricing and discounts, and promote current activities and upcoming events.

School’s Greeter Ambassador

The role of Guest Service’s School Greeter is responsible for creating a welcoming and friendly environment for all incoming school teachers, chaperones and students. This position plays a crucial role in representing the institution and ensuring a positive first impression and overall experience. The School’s Greeter will assist with verifying on-site attendance and communicating rules and procedures to on-site contacts.

Availability to work 8:30am – 11:30am on Monday through Friday.

Duration of Employment: Mid-September through late May. Start date varies.

Essential Duties:

• Welcome all incoming school staff, chaperones, and students with enthusiasm and a friendly demeanor.
• Foster a welcoming and supportive environment that engages school staff, chaperones and students; answering general zoo questions with current and accurate information and offering assistance, as needed.
• Communicate Zoo policies and field trip guidelines to teachers, chaperones and students.
• Coordinate with Guest Services and Park Ranger teams to ensure groups are directed appropriately.
• Maintain a calm and composed demeanor in fast-paced situations.
• Assist with crowd control and help manage group flow during peak arrival hours.
• Provide clear and proper instructional and directional communication.
• Work collaboratively with other staff and management to ensure smooth and efficient operation of daily school entry.
• Provide support and assistance to coworkers when needed, fostering a cooperative and team-oriented environment.
• Uphold and model the Zoo’s commitment to safety, accessibility and inclusivity.

Membership Ambassador

Guest Services Ambassadors provide front line guest service while creating a positive experience that connects our guests with the natural world. They must be able to make a good first impression on our guests.

Technology and guest service experience is a plus! The Membership Ambassador supports the Member Relations department by performing daily tasks essential to the successful operation of the Phoenix Zoo's membership program. Responsibilities include promoting and selling membership packages, processing membership transactions, entering/ maintaining accurate member information, and assisting with membership fulfillment while providing exceptional guest service.

Required Availability:

• Availability to work nights, weekends (one full weekend day or half days on each), holidays and school breaks.
• Availability to work a minimum of 26 hours per week.
• Availability to work a minimum of 3 days per week.

Duration of Employment: Mid-September through late May/ beginning of June. Start date varies.

Qualifications:

• Proficiency in Microsoft Office applications, such as Word and Excel, required.
• Excellent written and verbal communications skills.
• Strong organizational and time management skills, with the ability to prioritize tasks and maintain attention to detail.
• Ability to work effectively both independently and within a team environment.
• Ability to establish and maintain excellent rapport with various individuals and groups including Zoo staff, members, donors, volunteers and the public.

Essential Duties

• Serve as a Membership sales representative by capturing new sales, processing renewals and promoting upgrades as well as providing a clear explanation of membership discounts and benefits.
• Perform all opening and closing procedures for the Membership Booth.
• Welcome guests and members, provide directional information and respond to inquiries and requests with current and accurate information.
• Collaborate with the Guest Services team to ensure guests receive exceptional service and a positive experience during every interaction.
• Maintain exceptional standards for guest service, cleanliness and physical appearance within all locations of the Zoo.
• Communicate clearly with guests and staff over the phone, radio or in person.
• Monitor the public, ensuring the safety of guests and animals, including looking for prohibited items, assisting with crowd control and communicating with rangers regarding situational concerns.

Qualifications of All Roles

• Guest service experience preferred.
• Ability to engage and communicate effectively with guests of all ages through good listening skills, friendliness, enthusiasm, and a positive and professional attitude.
• Ability to adapt to a fast-paced working environment.
• Ability to stand for extended periods of time.
• Ability to work outdoors in extreme weather conditions.
• Ability to ascend/descend stairs, bend, squat, stoop, kneel, crouch, crawl, reach, twist at the waist, push, pull and periodically lift up to 50 pounds 4 feet off the ground.
• Reliable transportation to and from work.
• Ability to pass pre-employment background check and drug test.
• Bilingual in English and Spanish is a plus.
• Experience working with computers and familiarity with Gateway Galaxy POS system a plus.