Are you a self-motivated team player with a friendly demeanor, who excels at multi-tasking in a fast pace work environment? Do you like to engage with people over the phone, in person, and via email? Does providing excellent customer service that result in a positive guest experience make your day?

Schedule: Up to 20 hours per work week, any time between 8 AM and 5:30 PM - may include weekends and holidays

Compensation: $14.00/hour

JOB DESCRIPTION

SUMMARY:

Under the supervision of the Manager of Guest Services, the Guest Services Reservation Specialist (GSRS) assists our guests in making or changing reservations for all aspects of zoo operations and programs, responding to guest inquiries on the phone, in person, or via email. The Reservation Specialist manages guest complaints and successfully implement guest recovery strategies to ensure a positive guest experience.

ESSENTIAL DUTIES include the following:

Assists guests and team members with positive correspondence, phone interactions, and in-person interactions

Answers reservations telephone lines and responds to phone calls, voice mails, and e-mails promptly

When applicable, forwards calls, emails, and voice messages to the appropriate party in a timely manner

Refers to the appropriate person, official or department when necessary

Organizes and processes outgoing and incoming email correspondence

Follows appropriate workflow and logs in information

Performs transactions for all programs as needed through Counterpoint or Online Software

Coordinates all online ticketing functions for guests and team members

Generates specific CounterPoint Reports, and all Online Ticket Sales Reports as needed

Must be knowledgeable of all zoo policies, procedures, and programs that require a reservation or Zoo experience purchases.

Adheres to the Zoo’s policies and procedures as outlined in the Employee Policy Manual

Must have the ability to project a professional image while representing the zoo

Applies and exemplifies “green” (sustainable) practices whenever possible

Attends all-employee meetings

Must meet all sales goals and initiatives set by department directors and managers

Ensures to log in all critical information

Sanitation and Social Distancing Monitoring

Adheres to all Zoo Covid-19 safety protocols established by Santa Barbara Zoo

Wears all appropriate Personal Protection Equipment (PPE) and successfully performs all sanitation procedures for areas accessed by guests and staff following protocols established by Santa Barbara Zoo

Practices social distancing guidelines and assist with monitoring guest to meet guidelines established by the Santa Barbara County Health Department

Remains calm, polite, and professional when:

Discussing mandated safety protocols

Asking guests to adhere to Santa Barbara County Health Department guidelines to maintain the health and safety of our guests, staff, and animals

SECONDARY DUTIES:

Participates in special team assignments as assigned

Participate in special events as assigned

Must be flexible and perform other duties as assigned

Performs research as assigned

Assists other departments with office work during off-peak seasons as assigned

Assists with managing meeting spaces as assigned

Guest Relations:

Maintains a clean neat appearance and adheres to the Zoo’s uniform dress code

Maintains positive communication skills:

Greets every Guest within 10 feet with a warm smile, and every guest within 5 feet with a friendly “hello”

Answers phone calls promptly and with a smile

Follows all assigned scripts

Responds to all guest inquiries, comments, and feedback in a timely manner, and in accordance with the guest service procedures

Maintains all records, spreadsheets, and customer data while maintaining guest confidentiality

Associates with guests to share information, identify their needs, and make their experience more personal, providing the highest level of customer service and satisfaction

Takes responsibility to stay informed about happenings at the Zoo such (e.g. reading employee communications and attending meetings)

Thanks guests for supporting and visiting the Zoo

Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work area clean, picking up trash, and reporting unsafe or unsightly conditions

Reflects the qualities outlined in the Guest Relations Statement and the Employee Pledge

POSITION CRITERIA

To perform this job successfully, an individual must be able to execute each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is part of a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Education and Experience:

A High School diploma or equivalent is preferred

Experience in a professional office environment or administrative functions

Proficient in navigating websites and online professional tools. (Google docs, Drop Box, Data Entry System, Microsoft Office)

License, Certification, or Preferred Qualifications:

Valid driver’s license with a good driving record

Fluency in English and Spanish language is preferred

Knowledge, Skills, Abilities:

Ability to follow oral and written direction

o Effective oral and written communication skills

Must be flexible, take initiative when appropriate and have excellent time management skills

Ability to manage multiple calls at one time

Ability to develop productive and friendly relationships at work

o Ability to interact courteously and respectfully with supervisors, fellow employees, volunteers, and guests

Ability to exercise safe work habits

Ability to maintain a flexible schedule

o To move shifts as needed

o Receptive to special requests

Physical Demands & Work Environment:

Regularly required to stand, walk, sit, and use tools

Regularly required to speak and to actively listen

Ability to work effectively in a shared open space with constant interruptions

Ability to use hands to finger, handle or feel; and reach with hands and arms

Ability to lift at least 30 pounds in course of normal duties

Involves working out-of-doors in all weather conditions

Ability to participate in a supportive and open employment culture

Tools Used:

Personal Computer and software (Outbound, Excel, Power Point ,Outlook, Point of Sale Counterpoint, other but not limited to online working platforms)

Keys

Two-way Radio

Standard office equipment; telephone, copier, facsimile machine, calculator, and others as required.

I-pads and credit card scanners

Sanitation supplies including, but not limited to:

Bleach or quaternary disinfecting solution

Hand sanitizer

Personal Protection Equipment as applicable:

Gloves

Mask

This job description is representative of the expectations of the position described. Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer or authorized representative. No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.

The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.