Guest Services Associate

Position Summary

Responsible for conducting ticket sales at the ticket windows or guest services to all aquarium guests, including handling cash, debits, checks and credit card sales. Daily schedule rotation may include working inside as a ticket scanner, greeter or wayfinder, or outside in our queue garden or outdoor plaza. If working events, responsibilities may include assisting with event set up and break down, and ensuring an accurate count of guests entering the facility for a special event.

Essential Position Functions

• Conducts the service of selling tickets to all aquarium guests using cash, debit, checks or credit cards systems
• Balances register transactions daily
• Opens and closes register location during assigned work schedule
• Assists in the pre-opening preparation, including periodic area cleaning and closing procedures as requested
• Maintains operating efficiency during scheduled work times including stocking of supplies as needed
• Maintains cash bank in accordance with aquarium policies
• Assists team members in achieving customer service objectives
• Provides crowd control as needed during peak periods of operation
• Assists security, EMT or law enforcement personnel as needed (wayfinding)
• Assists with VIP escorts as needed/scheduled
• Delivers extraordinary customer service to all aquarium guests and internal customers
• Greets each special event guest at the door and maintain accurate count of persons entering
• Checks guest tickets for proper headcount and validity
• Supports TFA's Shared Purpose by participating in a Conservation Day of Action shift on an annual basis
• Performs other duties as assigned.

Education Requirements and Technical Skills

• Three years of high school required
• High School Diploma or GED equivalent preferred
• Work experience in ticket sales, customers service and/or retail sales is preferred
• Experience in Altru or other ticketing system is preferable
• Experienced in cash handling

Competencies

• Customer Service Orientation — Listening and understanding the customer (both internal and external) and anticipating and evaluating the customer’s needs; making the customer’s satisfaction a high priority in all areas of responsibility.
• Teamwork — Supporting, facilitating, and participating in activities that promote team effectiveness; demonstrating sensitivity for the feelings and needs of team members and supporting team goals.
• Integrity and trust --- Maintaining social, ethical, organizational values and norms: building trust and confidence with the staff and with internal and external customers; respecting the confidentiality of personal and proprietary information
• Concern for Detail — Pays attention to every portion of any task, down to the smallest item
• Judgment — Deciding on and committing to an action on the examination of the facts at hand; finding creative solutions to situations and opportunities that arise; taking strategic risks when necessary.
• Work Standards — Applies high performance standards to all work-related activities
• Initiative — Taking actions to achieve goals; self-starting and proactive; asserting oneself to support others in the achievement of their goals; originating action rather than responding only to the actions of others; anticipating the needs of both internal and external constituencies.

Typical Physical Requirements

• Sitting (up to 4 hours per day)
• Standing (up to 6 hours per day)
• Walking (up to 4 hours per day)
• Bending/Stooping — Occasionally
• Reaching above shoulders — Occasionally
• Carrying (up to 50 lbs.) — Occasionally
• Lifting (up to 50 lbs.) — Occasionally
• Using hands for repetitive movements; working at the ticket scanner can be a left or right hand exclusively to scan tickets
• Exposure to marked changes in temperature and humidity
• Typing on a computer keyboard
• Viewing a computer screen for extended periods
• Coping with demands (stresses that are associated with the job and/or the work environment) so that acceptable levels of performance and overall contribution are maintained
• More than normal talking in person and/or on telephone
• Flexibility in working weekends and evenings
• Flexibility in working holidays