Zoo Guest Services - Temporary

GENERAL DESCRIPTION

Under general supervision, to perform a wide range of customer service duties, sales, and support functions in Guest Services at the Abilene Zoo. Provides administrative support to the Guest Service Managers and Assistant Managers. Also, appropriately directs Zoo visitor traffic.

SUPERVISION EXERCISED

This position does not exercise supervisory duties.

IMPORTANT AND ESSENTIAL DUTIES

Greets and directs visitors to the Abilene Zoo as well as answer general questions.

Provides administrative support for the Guest Service Managers and Assistant Managers.Assists with general customer services functions including answering guest inquiries, giving directions, providing information of zoo functions and activities.

Process incoming and outgoing calls; process register payments, process reservation and visitation paperwork, equipment operation, and food preparation.

Maintain, inspect, clean, take inventory, and follow policies and procedures of assigned equipment, areas, and surrounding spaces.

Assist with guest surveys and other reports.

Guest Services employees over 18 years of age may operate a City vehicle and/or motorized equipment (trains, gators and golf carts).

May assist with other Guest Services operations.

OTHER JOB RELATED DUTIES

Perform other job related duties and responsibilities as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Administrative and office management principles, procedures and practices.

Basic math skills including: addition, subtraction, multiplication, division, and percentages.

General customer service.

The safe operation of equipment/vehicles.

Skill to:

Operate a computer and other office equipment.

Manage time effectively.

Provide excellent customer service and communicate clearly.

Efficiently and accurately manage cash handling functions.

Interact with zoo guests in a professional and courteous way.

Ability to:

Work in outdoor conditions and in extreme heat and cold.

Maintain confidentiality of client information.

Work independently.

Demonstrate a positive attitude and initiative.

Organize and plan work activities to meet deadlines.

Use resourcefulness and tact when dealing with upset customers.

Accommodate changing work priorities.

Communicate concisely both orally and in writing to both the public and staff.

Follow and enforce the Abilene Zoo rules, policies and procedures.

Establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.

Follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.

Perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.

Experience and Training Guidelines:

For positions with more than one level, all listed requirements at the lower levels are required at the higher levels. Any combination equivalent to experience and training to provide the required knowledge, skills, and abilities may be qualifying.  Knowledge, skills, and abilities may be obtained through:

Experience:

This is an entry level position, but preference may be given to individuals with previous customer service experience.

Education/Training:

A high school diploma, GED, or in the process of obtaining either is required.  

License or Certificate:

Train Operation requires staff members to be a minimum 18 years of age with a valid driver’s license.

Food Handlers Permit will be required if preparing food.

Special Requirements:

Requires staff members to be a minimum of 16 years of age.

Must be able to work a flexible work schedule that may include nights, holidays and weekends.       

Must be able to work in outdoor conditions and in extreme heat and cold.

Essential duties require the following physical skills and work environment:

With or without accommodation, the “X” indicates the overall strength demand of the position during a typical workday:

    ___    Sedentary – lifting of no more than 10 pounds
    ___    Light – lifting no more than 20 pounds; carrying up to 10 pounds
    _X      Medium – lifting no more than 50 pounds; carrying up to 25 pounds
    ___    Heavy – lifting no more than 100 pounds; carrying up to 50 pounds
    ___    Very Heavy – team lifting over 100 pounds; carrying more than 50 pounds

Physical Demand Codes:  The following describes whether or not the position is expected to exert the physical demands listed during a typical workday as well as the overall frequency of the task:

Codes for how often:
N     =    No
E    =    Extensive (100 – 70% of the time)
M    =    Moderate (60 – 30% of the time)
I    =    Infrequent (20 – 10% of the time)
A    =    Almost Never (<10% of the time)

Code / Task
_E_    Standing
_A_    Sitting
_M_    Walking
_M_    Lifting
_M_    Carrying
_ I_     Pushing/Pulling
_ I_     Overhead Work
_ I_     Fine Dexterity
_ I_     Kneeling
_ I_     Crouching
_A_    Crawling
_ I_     Bending
_ I_     Twisting
_A_    Climbing
_A_    Balancing
_E_    Vision
_E_    Hearing
_E_    Talking
___    Other:  _____________________