Hybrid Guest and Member Services Ambassador - ZooLights chez THE PHOENIX ZOO

Description

Department:      Guest and Member Services   

Supervisor:       Assistant Manager of Guest and Member Services

Supervises:       None

FLSA Status:    Part -Time, Seasonal, Non-Exempt

Starting Pay Rate: 18.50/hour

Application Submission Deadline: Open until filled

The duration of employment for this position is October 13th through mid-January

General Statement:     
Guest and Member Services Ambassadors provide front line guest service while creating a positive experience that connects our guests with the natural world. They must be able to make a good first impression on our guests. technology, guest service, and cash handling experience a plus. Guest and Member Services responsibilities include selling ZooLights and general admission tickets, memberships, validating tickets, stroller and wheelchair rentals, and providing general zoo information. Other responsibilities include selling admission tickets for and operation of Zoo retail venues including Lakeside Carousel, Camel rides, S’mores Experience, Glow Garden Attendant and other seasonal experiences as needed.
 
Essential Duties:  

1. Provide excellent guest service to zoo guests and employees by maintaining a WILD (friendly, helpful, positive and professional) working attitude and appearance and assist in creating value for each individual guest and member.
2. Maintain exceptional standards for guest service, cleanliness, and physical appearance within all locations of the zoo.
3. Communicate clearly with guests and staff over phone, radio, or in person.
4. Receive and respond to guest inquiries and complaints, problem-solving in a friendly, helpful, positive, and professional manner.
5. Communicate any safety or operational concerns to supervisor.
6. Monitor the public ensuring the safety of guests and animals, including looking for prohibited items, assisting with crowd control, and communicating with Phoenix Zoo Park Rangers regarding situational concerns.
7. Serve as a liaison between the Guest and Member Services department and all other departments in the zoo.

Guest and Member Services:

1. Greet and provide directional information to guests and members by responding to their inquiries and requests with current and accurate information.
2. Operate computers and registers to sell admission and Zoo retail venue tickets.
3. Scan and track tickets, issue and check for wristbands, and group tally counts at points of entry to Zoo and Zoo retail venues.
4. Perform all functions necessary for the processing and rental of equipment including operating computers/registers, process credit card and cash transactions, review applicable rental contracts and educating guests on safety guidelines and proper use of the rental equipment and monitor guests’ behavior.
5. Wash and maintain the integrity of rental fleet and tag any broken equipment, reporting any issues to supervisor.
6. Wash and maintain the integrity of carousel animals, deck, spinning tub and chariot, reporting any issues to supervisor.
7. Sell and validate tickets at venues, communicate pricing and discounts, and promote current activities and upcoming events.
8. Educate guests on safety guidelines and proper use of the rentals and rides and monitor guests’ behavior.
9. Provide service to guests needing assistance with the rides and 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.)                                                        
 

Why Join us?

At the Phoenix Zoo, delivering outstanding guest service is at the core of everything we do. We strive to create a welcoming, inclusive, and engaging environment where every guest feels valued and supported throughout their experience.

When you join our team, you become part of a people-first workplace that values positivity, professionalism, and collaboration. Whether you’re answering questions, helping with directions, or assisting behind the scenes, your contributions play a key role in shaping memorable guest experiences.

What you’ll gain:

• A supportive team culture that celebrates exceptional service
• Opportunities to improve your communication, problem-solving, and hospitality skills
• Opportunities to learn about animals, conservation, and professional development
• Staff perks including discounts, learning opportunities, and recognition programs
• The chance to make a meaningful impact by helping guests connect with wildlife, nature, and each other
• A fun, dynamic, and fast-paced environment where no two days are ever the same

Join us in creating unforgettable experiences that brings our guests back – again and again.

Qualifications

1. Guest service experience preferred.
2. Cash handling experience preferred.
3. Ability to engage and communicate effectively with guests of all ages through good listening skills, friendliness, enthusiasm, and a positive and professional attitude.
4. Ability to adapt to a fast pace working environment.
5. Availability to work nights, weekends (one full weekend day or half days on each), holidays and school breaks.
6. Availability to work a minimum of 18 hours per week.
7. Availability to work a minimum of 3 evenings per week.
8. Ability to stand for extended periods of time.
9. Ability to work outdoors in extreme weather conditions.
10. Ability to ascend/descend stairs, bend, squat, stoop, kneel, crouch, crawl, reach, twist at the waist, push, pull and periodically lift up to 50 pounds 4 feet off the ground.
11. Reliable transportation to and from work.
12. Bilingual in English and Spanish is a plus.
13. Experience working with computers and familiarity with Gateway Galaxy POS system is a plus.
14. Ability to pass pre-employment background check and drug test.