Guest Strategy Support - Data and Revenue

The Guest Strategy team provides important services to external and internal guests as a centralized back of house hub of resources and assistance, focusing on the various ways that guests interact with the Zoo before, during and after their visit. The Guest Strategy Support position ensures zoo guests have a positive experience and works towards a seamless end-to-end customer experience over the phone, online and face to face. Guest Strategy Support strives to deliver consistent high-quality service and understand evolving guests’ needs. Areas of focus for Guest Strategy Support may be data and sales system reconciliation and/or front-facing customer service and emergency assistance.

Essential Functions:

1. Regular and predictable attendance is expected and required. All Cleveland Metroparks employees must be prepared to work flexible schedules, including evenings, weekends, and/or holidays as required.
2. Provides excellent customer support to zoo guests for general inquiries, ticket sales, education offerings, and special event sales.
3. Specialty tasks include coverage for cash room operations, the Guest Resource Center, and other areas as assigned.
4. Executes day-to-day back of house operations including but not limited to:
   • Ticket order support and pre-arranged tickets for will call pick up
   • Answering calls and emails on behalf of Cleveland Metroparks Zoo
   • Data entry and updating daily reports
   • Cash handling
5. Specialty areas of focus for cash room operations: Data and revenue reconciliation on a daily basis. Compiles and maintains financial and statistical records and division reports. Collects, reconciles, and tracks the performance of revenue generating programs. Assists with performing internal audit of systems and users.
6. Specialty areas of focus for resource center operations: Accessibility and accommodation requests pertaining to Zoo visits. Payment collection. Assists with processing the intake of deliveries and pick up of packages. Assists with lost and found services.
7. Receives and provides resolutions for guest complaints: Receives and resolves guest grievances and/or involves the appropriate zoo staff to resolve; receives guest complaints and involves appropriate zoo staff. Refers all unresolved complaints to the Guest Strategy Manager.
8. Maintain the highest level of knowledge on Zoo programs, admissions, guest services information, and discounts, coupons and promotions pertaining to special admissions or special events.
9. Keeps direct supervisor promptly informed of key/significant issues or concerns.
10. Carries out duties and responsibilities in a safe and efficient manner to maintain a safe work environment and surrounding area for oneself, co-workers and public. Responds to hazardous situations and/or potentially unsafe conditions by taking corrective action as capable and promptly notifying supervisory personnel.
11. Performs administrative support tasks as requested (e.g. preparing bank deposits, assisting with special projects, and filing)
12. Follows protocols and effectively communicates during emergency situations. May require emergency communications to police/fire/EMS.
13. Performs related duties as assigned or apparent.

Qualifications

• High school diploma or GED required. At least one year of customer service or cash handling experience preferred or any equivalent combination of education, training and experience which provides requisite knowledge, skills, and abilities for this job.
• Valid driver’s license under the laws of the State of Ohio preferred.
• Ability to perform with considerable independence and initiative.
• Ability to learn and navigate current ticketing sales software. Demonstrated ability and desire to rapidly learn new skills.
• Intermediate PC skills and proficiency in software programs including all Microsoft Office programs.
• Effectively communicates during face-to-face, phone, email, and other interactions.
• Ability to develop and maintain effective working relationships with stakeholders, including employees and the general public.
• Ability to speak and write clearly, concisely and persuasively using correct grammar, spelling and punctuation with ability to communicate one-on-one or in group settings.
• Ability to perform work with a high degree of accuracy and organization.
• Strong business acumen, including problem solving, ability to manage multiple projects and meet deadlines, collaboration, ability to follow directions, and ability to analyze diverse facts and develop clear and concise reports and recommendations.
• Ability to work cooperatively with others.
• Mature professional attitude and considerable discretion, including ability to manage confidential informa