Guest Service Team Member

Job Title

Guest Service Worker

Job Description

The Oregon Zoo is seeking enthusiastic individuals to join the Guest Services team during our ZooLights season. As a Guest Service Worker, you'll help create memorable experiences for thousands of guests by welcoming visitors, selling and scanning tickets, operating attractions such as the carousel and train, and supporting special events including brew festivals and more.

Success in this role requires balancing warmth and hospitality with professionalism and accountability. Team members must be comfortable communicating expectations, enforcing policies and safety requirements, and responding calmly and respectfully if guests become frustrated or upset.

We are looking for individuals who are outgoing, energetic, reliable, and committed to creating a welcoming, inclusive environment for all guests. This position requires flexibility and evening availability during the ZooLights season.

As a Guest Services Worker you will:

• Serve at various stations across the zoo, including admissions, public and private events, special exhibits, and popular attractions such as the carousel and train.
• Communicate expectations, restrictions, operational updates, and logistical information clearly and confidently to individuals and groups while maintaining positive guest relationships.
• Communicate confidently and clearly, including making announcements and providing group instructions as needed.
• Operate ticket scanning devices, point-of-sale (POS) terminals, credit card terminals, and other related equipment with accuracy and efficiency, selling and validating zoo tickets and services in a timely and professional manner.
• Assist with end-of-day procedures, including shutting down equipment, cleaning work areas, and reporting any operational needs to the lead or manager.
• Maintain a high level of energy and enthusiasm to ensure all guests feel acknowledged, supported, and informed. Answer inquiries regarding ticketing, zoo exhibits, events, amenities, and zoo policies with professionalism, clarity, and confidence, even during challenging interactions.
• Provide outgoing customer service while interacting with guests and staff in a courteous, positive, and engaging manner.
• Maintain a welcoming and inclusive environment while consistently enforcing zoo policies and safety requirements, using sound judgment and escalating concerns when appropriate.
• Respond professionally to guest concerns and challenging situations using empathy, active listening, and de-escalation techniques.

Attributes for success:

• Exceptional Customer Service: Demonstrates a proactive approach to guest satisfaction by anticipating needs, maintaining a courteous and professional demeanor, and creating a welcoming environment for all visitors.
• Confident and Respectful Policy Enforcement: Able to set clear expectations, establish appropriate boundaries, and consistently enforce rules and procedures in a courteous, equitable, and respectful manner. Balances guest service with safety and operational requirements.
• Professional Composure and De-escalation: Demonstrates emotional resilience and professionalism when working with upset, frustrated, or confrontational guests. Uses empathy, active listening, and effective communication to de-escalate situations while maintaining organizational policies and safety standards.
• Quick Learner: Ability to learn and follow Guest Services procedures, policies, and operational protocols with efficiency and attention to detail.
• Dependability: Consistently reliable with a strong commitment to regular and punctual attendance.
• Point-of-Sale Proficiency: Proven ability to process transactions accurately, including operating point-of-sale (POS) systems, handling credit and debit transactions, and performing routine math calculations with precision.
• Team-Oriented Mindset: Builds and maintains positive working relationships, fosters a collaborative team atmosphere, and engages respectfully with colleagues and guests alike.
• Commitment to Inclusion: Values diverse perspectives and demonstrates an openness to learning from others; actively promotes an inclusive and respectful environment.
• Safety Awareness: Prioritizes safety by adhering to all organizational safety policies, procedures, and best practices.
• Adaptability, Resilience, and Sound Judgment: Demonstrates flexibility in a dynamic environment, adjusts to changing priorities, and exercises sound judgment when working independently or as part of a team.

Approximate Recruitment Timeline:

• Applications close September 13, 2026.
• Interviews September 29 & 30, 2026.
• Reference checks completed after interviews.
• Offers are made on the week of October 12, 2026.
• Orientation October 27, 2026, and required training October 28, 2026.
• Position training commences October 29, 2026. The training period will consist of approximately two weeks of irregular scheduling during daytime operations, before settling into a regular schedule (mostly night shifts).

Diversity and Inclusion

At Metro, we strive to cultivate diversity, advance equity, and practice inclusion in all of its work. This means attracting and empowering a workforce that is inclusive of a broad range of human qualities. Workplace diversity is both a moral imperative and a business strength, essential to providing quality support and services to our region. Metro's goal is to hire, develop and retain highly skilled and talented individuals across all departments and programs who best reflect the diversity of our community.

To qualify

We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific in your application materials on how your background is relevant.

Minimum qualifications

• High school diploma, GED or sufficient education to demonstrate the ability to read instructions and to perform routine math calculations with accuracy; and
• One year of experience providing customer service in a public setting; and
• One year of paid experience processing transactions in a customer service setting (e.g., point-of-sale or ticketing systems); or
• We will consider any combination of education and experience that provides the necessary knowledge, skills, and abilities to perform the duties and responsibilities of the position.

Shifts and schedule:

This is a seasonal position that will start October 27, 2026 and conclude on January 3, 2027.

We are currently looking for applicants who can commit to working 20 hours (up to 40 during peak periods) and at least four days per week, with evening and weekend availability. As a member of the Guest Services staff, you'll need to be flexible with your availability, as shifts will primarily be during nights, weekends, and holidays as assigned. Your schedule will vary based on operational needs, weather conditions, and special events at the zoo, including school breaks, holidays, summer, and the ZooLights season. Schedules are typically published 10-14 days in advance. Winter seasonal staff can expect a minimum of 20 hours of scheduled shifts per week with the following schedule outlined here:

• Daytime operations shifts are typically 9 a.m. 4 p.m., through November.
• Evening shifts start at 4 p.m. and may go as late as 11:30 p.m. in December.
• Additional hours could be scheduled between December 18 31.

The initial training period is between Tuesday October 27 and Thursday November 12, 2026. These shifts will be scheduled during daytime operations typically 9 a.m. 5 p.m. Candidates must be available to attend orientation and required training on October 27 & 28, 2026, as well as be available to work the evening ZooLights kickoff brew event BrewLights on November 13 and 14 2026.

From November 15 to 26 there will be a two-week period of reduced schedule of approximately 10-15 hours based on operational needs.

Background Check: The candidate selected for the position will need to pass a criminal background check prior to being hired. Criminal convictions do not necessarily preclude employment and will be evaluated on a case-by-case basis.

If this statement is true for you, then you may be ineligible to apply

If you were terminated for cause during any employment with Metro, or resigned in lieu of termination, you may be ineligible for rehire for a minimum of 3 years.

Like to have qualifications

You do not need to have the following preferred qualifications/transferable skills to qualify. However, keep in mind we may consider them when identifying the most qualified candidates. Your transferable skills are any skills you have gained through education, work experience, including the military, or life experience that are relevant for this position.

• Preference will be given to applicants with the greatest availability and customer service experience.
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