Guest Services Representive

Guest Services Representatives: Part-Time Regular

Department: Guest Services

Reports To: Director of Guest Services

Employment Type: Part-Time Regular

FLSA Status: Non-exempt (Weekends and Holidays Required)

Salary Range: $21.14 - $22.98 Per Hour

Subject to a collective bargaining agreement.

Background: The San Francisco Zoological Society ("Society") is a non-profit institution that manages and raises funds for San Francisco Zoo and Gardens ("Zoo"). The Society's mission is summarized as the 3 c's: to connect our visitors with wildlife so that they care about nature and ultimately conserve it. The Society endeavors to meet or exceed the standards of its industry peers, including those established by the Association of Zoos & Aquariums ("AZA"). For over 25 years, the Society has been continuously accredited by the AZA.

Upholds the Society's mission, core values (respect, professionalism, resiliency, efficiency, equality) and other policies/procedures outlined in the Employee Handbook and elsewhere.

SUMMARY: The Guest Services department supports the Society's first C: "connect." A Guest Service Representative ("GSR") supports the Society's efforts to connect with its nearly 1 million visitors and may be assigned to one or more of the following areas:

• Admissions

• Membership Services Office

• Gate House

• Main Desk

• Puffer Train

• Carousel

ESSENTIAL DUTIES & RESPONSIBILITIES include the following, but other duties may be assigned & required:

ADMISSIONS:

• Collects cash or credit card payments for admission to Zoo and for ride tickets

• Provides general information to Zoo guests

MEMBERSHIP SERVICES OFFICE:

• Sells memberships, performs related functions and explains the benefits of the membership

• Prints membership cards and distributes coupons

• Provides general information to Zoo guests

GATE HOUSE:

• Scan or tear admission tickets or vouchers

• Provides general information to Zoo guests

• Screen for compliance to Zoo Rules and Regulations (i.e. service animals, skateboards)

• Provides general information to Zoo guests

MAIN DESK:

• Operates telephone console and radio to receive and direct/send incoming messages

• Distributes mail and oversees courier services (pick-up and receipt)

• Receives and routes facsimile transmissions

• Orders copier, postage machine and other office supplies as needed

• Maintains visitor logs and directs visitors as requested

• Perform miscellaneous clerical duties

• Provides general information to Zoo guests

TRAIN & CAROUSEL:

• Sells tickets at Ride locations

• May provide Puffer Train relief

• Tests equipment before opening Carousel to patrons

• Collects tickets and moves controls to start and stop Carousel

• Provides general information to Zoo guests

GENERAL:

• Ensures cleanliness and serviceability of admissions, reception, and rides areas

• Reports all equipment, maintenance and supply needs to lead or supervisor

• Interacts with Zoo guests courteously and offers proper attention at all times

REQUIRED QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION: High school diploma or general education degree (GED).

EXPERIENCE: Minimum six months customer service and cash handling experience. CPR training preferred. The Zoo's Red Cross CPR training will be offered to interested candidates.

OTHER QUALIFICATIONS: Minimum age requirement 18 years.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit, reach with hands and arms, and climb or balance. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to moving mechanical parts, fumes or airborne particles, and outside weather conditions. The noise level in the work environment can be loud.

Equal Opportunity Employer

(Ref: 147)