Seasonal - Guest Service Attendant

The Guest Service Attendant (GSA) works with large groups of students, teachers, and chaperones to ensure safe and organized admission onto zoo grounds. Guest Service Attendants assist Zoo Rangers with guests on grounds, giraffe feeding entrance and platform in addition to assisting with special events. During seasonal hours of operation, Guest Service Attendants monitor the Water Play area to ensure guest safety and service and inform them of Water Play area rules.

Our Mission: Houston Zoo connects communities with animals, inspiring action to save wildlife.
Our Vision: Houston Zoo will be a leader in the global movement to save wildlife.
Job Duties and Responsibilities – Priority
• Maintains guest, staff and resident health, safety and security service as a priority
• Contributes to saving animals in the wild through: reduction of waste, water and energy use and inspiring guests and staff to take wildlife protecting actions
Guest Service Attendant
• Ensures zoo guests and visitors receive positive and impactful guest experiences by applying top quality customer service standards and zoo principles
• Provides exceptional internal and external guest service per established guidelines. Greets and assists guests in a friendly and positive manner providing information regarding zoo events, rules, directions and amenities
• Seeks opportunities to engage guests by providing messaging/stories/experiences of how the zoo is actively saving animals in the wild
• Organizes school groups in public parking bus drop off location and assists with entrance to the zoo in an orderly fashion; assists in organizing school groups as they exit the zoo
• Explains check-in procedures and zoo rules to all students, teachers and chaperones
• Assists in setting up and breaking down of parking lot equipment
• Assists in directing buses with parking/unloading procedures
• Assists Ranger team members with monitoring group adherence to zoo rules while on zoo grounds
• Monitors water play area and ensures safety rules are followed
• Reports unsafe conditions or safety concerns to Ranger Supervisor
• Assists Ranger team members with minor first aids
• Understands and is knowledgeable of departmental manual, emergency plans, emergency phone numbers and protocols
• Assists with lost child procedures, giraffe feeding, and guest service while on zoo grounds
• Monitors the zoo’s traveling exhibit area
• Communicates professionally and appropriately with Rangers and other zoo staff over handheld radio; responds timely to radio requests
• Assists with special events as required
• Performs other duties as assigned
Education and Experience
▪ High school diploma, general education degree (GED); or one to three months related experience and/or training
▪ Experienced with guest/customer relations; ability to respond appropriately to safety concerns and guest complaints
Language/Math/Reasoning Ability
▪ Ability to read and comprehend simple instructions, short correspondence, safety rules and operating manuals. Ability to write simple correspondence and document reports/incidents. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
▪ Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
▪ Ability to apply common sense understanding and practical problem solving to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Computer Skills
▪ Basic personal computer skills including electronic mail, word processing, spreadsheet, graphics, etc.
▪ Experience in Microsoft Office applications
Competencies
▪ Job Knowledge/Technical Knowledge: Demonstrates a sound working knowledge of current role and the technical systems and applications used in performing this role, and understands the impact this role has on other business functions within the organization
▪ Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation
▪ Manages Change: Demonstrates effectiveness and flexibility with changing environments, responsibilities, tasks, and people.
▪ Problem Solving: Identifies and resolves issues timely by gathering and analyzing information skillfully.
▪ Attention to Detail: Follows detailed procedures to ensure accuracy in the entry and reporting of data/information
▪ Organization: Uses time efficiently by prioritizing and planning work activities. Methodical