Guest Relations Specialist

Guest Relations Team Member

Guest Relations Team Members serve as ambassadors to all Butterfly Wonderland visitors. Guest Relations Specialists are responsible for implementing daily requirements relating to the guest entrance and exit of Butterfly Wonderland, including ticket sales, scanning, general upkeep, annual pass sales, and guest traffic flow. Other duties may be assigned as appropriate.

Major duties and responsibilities include:

• Leading by example by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed when interacting with one another and guests.
• Understanding the significance of their role and how they can positively impact visitors. Pro-active, friendly communication will be expected at all times, as well as anticipating guests' needs and desires.
• Demonstrating a positive attitude and appearance at all times. Proactively approach, greet, and interact with guests in a friendly and courteous manner which supports our goals.
• Providing critical visit information, offering assistance, and making recommendations to guests regarding exhibits, Animal Ambassador appearances, and additional programs. Listening to guest concerns and working independently to resolve issues in the best interest of the guest and Butterfly Wonderland.
• Accurately and efficiently conducting all sales transactions including tickets, annual passes, and any special events.
• Accounting for all monies, coupons, passes, and vouchers received. Ensuring end of day close is within accepted guidelines as outlined by the Butterfly Wonderland cash handling procedures.
• Actively promoting and upselling add-on experiences, annual passes, and partner combination tickets (OdySea Aquarium, Mirror Maze).
• Maintaining the integrity of the assigned work area, ensuring that it is clean, properly functioning, and guest-ready. Rectifying issues directly when possible or alerting Guest Relations leadership if assistance is required to make necessary corrections.
• Attending all Butterfly Wonderland training programs and demonstrating an ongoing understanding of exhibits, programs, visitor information, and policies/procedures. Mastering all required responsibilities of the position.
• Working as a member of a team; within the Guest Relations department and the rest of the facility staff. Effectively communicating to peers and leadership information that is relevant to the guest experience.
• Ensuring that all safety policies and procedures are followed by both guests and team members through constant monitoring of the assigned work area.
• Contributing to a work environment that is satisfying, enjoyable, and energetic.
• Complying with safety and security directives, policies, and procedures.
• Performing other related duties as assigned.

Minimum qualifications include:

• High school diploma or equivalent and 1 year previous retail, customer service, or attraction experience required. Ticketing experience preferred.
• Friendly, outgoing, and proactive approach.

Physical and medical requirements include:

• Ability to work a flexible schedule which may include evenings and/or weekends and holidays.
• Ability to stand for long periods, as well as walk.
• Ability to learn and perform all Guest Services job functions.
• Ability to work as a member of a team.
• Ability to use hands to finger, handle, or feel; and reach with hands and arms.
• Ability to balance, stoop, kneel, crouch, climb stairs, or crawl.
• Ability to handle and account for large sums of money.
• Required to frequently talk and hear.
• No impairment of sight, smell, hearing, touch, balance, and agility of movement might interfere with the ability to work.
• Must be able to take directional cues directly or indirectly.
• Ability to work in an environment that may be loud at times.
• Ability to work in all weather conditions, including occasional extreme hot or cold, and wet and/or humid conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Successful completion of a pre-employment drug testing and background investigation.
• Allergies to plants or animals which may interfere with the ability to work must be controlled by medication or protective equipment.
• Must be able to push/pull up to 50 pounds.

Must exemplify core fundamentals of the Employee Promise, which states:

• I am empowered to take ownership of any opportunity to exceed expectations.
• I anticipate guests' needs and pay attention to the details.
• I treat all internal and external customers with respect.
• I am on stage! (Smile)
• I have an attitude of gratitude.
• I get it right the first time.
• I display actions that are moral and ethical.
• I always provide alternative solutions.
• I am committed to learning every aspect of our products and services.
• I use the 10/5 rule, 10 feet I acknowledge my guest's presence with a smile and at 5 feet. I greet them with a courteous word.
• I use name recognition at every opportunity
• I take personal responsibility for our surroundings.
• I am accountable for my tools and resources.
• I value the contribution of every team member.

We believe a culture built on inclusion and diversity becomes the driving force for our success. We believe our team members bring varied thoughts and ideas from their personal life experiences and cultural backgrounds making us innovative and forward-thinking.