Guest Strategy Support - Data and Revenue presso Cleveland Metroparks

The Guest Strategy team provides important services to external and internal guests as a centralized back of house hub of resources and assistance, focusing on the various ways that guests interact with the Zoo before, during and after their visit. The Guest Strategy Support position ensures zoo guests have a positive experience and works towards a seamless end-to-end customer experience over the phone, online and face to face. Guest Strategy Support strives to deliver consistent high-quality service and understand evolving guests’ needs. Areas of focus for Guest Strategy Support may be data and sales system reconciliation and/or front-facing customer service and emergency assistance.

Essential Functions:

1. Regular and predictable attendance is expected and required. All Cleveland Metroparks employees must be prepared to work flexible schedules, including evenings, weekends, and/or holidays as required.
2. Provides excellent customer support to zoo guests for general inquiries, ticket sales, education offerings, and special event sales.
3. Specialty tasks include coverage for cash room operations, the Guest Resource Center, and other areas as assigned.
4. Executes day-to-day back of house operations including but not limited to:
   • Ticket order support and pre-arranged tickets for will call pick up
   • Answering calls and emails on behalf of Cleveland Metroparks Zoo
   • Data entry and updating daily reports
   • Cash handling
5. Specialty areas of focus for cash room operations: Data and revenue reconciliation on a daily basis. Compiles and maintains financial and statistical records and division reports. Collects, reconciles, and tracks the performance of revenue generating programs. Assists with performing internal audit of systems and users.
6. Specialty areas of focus for resource center operations: Accessibility and accommodation requests pertaining to Zoo visits. Payment collection. Assists with processing the intake of deliveries and pick up of packages. Assists with lost and found services.
7. Receives and provides resolutions for guest complaints: Receives and resolves guest grievances and/or involves the appropriate zoo staff to resolve; receives guest complaints and involves appropriate zoo staff. Refers all unresolved complaints to the Guest Strategy Manager.
8. Maintain the highest level of knowledge on Zoo programs, admissions, guest services information, and discounts, coupons and promotions pertaining to special admissions or special events.
9. Keeps direct supervisor promptly informed of key/significant issues or concerns.
10. Carries out duties and responsibilities in a safe and efficient manner to maintain a safe work environment and surrounding area for oneself, co-workers and public. Responds to hazardous situations and/or potentially unsafe conditions by taking corrective action as capable and promptly notifying supervisory personnel.
11. Performs administrative support tasks as requested (e.g. preparing bank deposits, assisting with special projects, and filing)
12. Follows protocols and effectively communicates during emergency situations. May require emergency communications to police/fire/EMS.
13. Performs related duties as assigned or apparent.