Arizona Center for Nature Conservation
Job Title: Guest Services Lead Ambassador
Department: Guest Services
Supervisor: Guest Services Manager
Supervises: Guest Service Ambassadors
FLSA Status: Full-Time, Regular, Non-Exempt
Class Code: A13
The Guest Services Lead works with the Guest Service Management Team and will assist with general supervision of the day to day operations of; Admissions, School Group Entrance, Turnstiles, Stroller/Wheelchair Rentals, Membership, Reception, and the Call Center. The position is responsible for ensuring exceptional standards of guest service, and making good decisions in a flexible, fast-paced environment. Additionally, this position will conduct orientation and training, assist with answering radio calls, addressing staff/guest questions, troubleshooting technology, and motivate and supervise staff as needed.
Provide quality guest service to both internal and external guests by maintaining a WILD (friendly, helpful, positive and professional) working attitude and appearance and assist in creating value for each individual guest.
Work as liaison between the Guest Service/Experience Management team and GS/GE Ambassadors working venues.
Collaborate with GS/GE Management team to ensure all employees working are fully trained and meeting the highest standards for the position.
Maintain exceptional standards for guest service, cleanliness, and physical appearance in all locations of the Zoo.
Determine where staffing support for venues is most needed on a daily basis and fill in where necessary to provide support (i.e. working a venue, giving breaks, and suggesting to management reallocation of existing staff).
Communicate clearly with guests and staff over phone, radio or in person.
Assist with receiving and responding to on-site guest service inquiries and complaints as well as conduct front line decision-making and problem solving.
Demonstrate creativity and initiative to enhance the member and guest experience, ensuring that it is friendly, enjoyable and efficient.
Assist in creating and executing an on-going orientation and training program.
Assist with supervising employees in accordance with established Zoo and departmental policies.
Coach and motivate staff; enforce policy in an objective, consistent, timely manner.
Assist with on-going guest service training programs for staff.
Assist with tracking, monitoring and reporting of revenue and expenses.
Have a detailed knowledge of Guest Services operations including; admissions, membership, reception, call center, turnstiles, and rentals, as well as a basic working knowledge of Guest Experiences operations including 4-D Theater, Stingray Bay, Carousel, Giraffe Encounter, Camel Rides, Pedal Boat Rentals, and seasonal experiences
This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. Management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs, or technological developments).
High school diploma or equivalent required.
Minimum of one year guest service experience required in fast-paced environment.
Excellent written and verbal communication skills.
Ability to provide exceptional guest service to both internal and external guests.
Strong computer and technology skills to work within an integrated data system that includes; Gateway Galaxy Ticketing System, Raiser's Edge and When-To-Work. Previous experience with these or similar systems preferred. Additional aptitude with Microsoft Word and Excel required.
Able to work weekdays, weekends, evenings, holidays and school breaks.
Ability to stand for extended periods of time, up to 15 hours.
Ability to work outdoors in extreme weather conditions.
Ability to periodically lift up to 50 pounds 4 feet off the ground.
Ability to pass pre-employment background check, drug test, DMV check and clear annual TB test.