Guest Experience - Lead

The SSA Group is a visitor services company that provides admissions, retail, food & beverage, and catering services to over 60 zoos, museums, aquariums, and iconic attractions in 26 states nationwide. Check out SSA at the below websites:

thessagroup.com
https://www.facebook.com/2Xssa/
https://www.linkedin.com/company/service-systems-associates
https://www.instagram.com/2xssa/?hl=en

Position Title: Guest Experience Lead Associate
Reports to: Onsite Guest Experience Manager with additional oversight from the Guest Experience Assistant Manager
Job Summary:
The Guest Experience Lead Associate provides exceptional customer service, providing a positive first impression of the Zoo through a comprehensive understanding of all zoo admission products including tickets, memberships, ride, and encounter experiences and more. The Guest Experience Associate performs sales duties and effectively communicates information to general Zoo guests. Complies with all Zoo policies including cash handling procedures. The Lead acts as a role model for all other Guest Experience Associates and often will perform on-the-job training of new Associates along with take point in coordinating ongoing tasks amongst team members.

Key Responsibilities & Duties:

In addition to the duties of a Guest Experience Associate noted below, the Lead will specifically:

Attempt resolution of issues within boundaries that are outside the scope of the Guest Experience Associate or in situations where a guest does not accept the offered resolution.
Coordinate group/event arrival staff ensuing that all groups are properly organized, informed and admitted into the Zoo.
Provide training and act as a role model delivering exceptional customer services, operational processes and suggestive selling to other associates.
Provide approval for exceptions within established policies and procedures.


Provides exceptional customer service to the Zoo guests in person at the Zoo’s front gate, over the phone and via email or live chat.
Must have positive verbal and written communication skills with customers
Assists guests with identifying the best product for their needs through dialogue with the guest, suggesting add-ons to their experience to maximize their visit and more deeply engage with the mission of the Zoo.
Encourage conservation efforts throughout the Zoo by conserving materials and educating others about Zoo conservation goals. Encourages giving in support of the conservation action plan of the Zoo.
Accurately operates point of sale systems, performs money handling responsibilities following the Zoo’s Cash Handling Policies and Procedures. Accurately completes all paperwork or data entry related to in-person, telephone or email transactions.
Completes ticketing scanning for access control to the Zoo and events
Responsible for accurate reporting of Zoo attendance
Performs group and event check-ins as needed which may include meeting arriving groups via bus, communicating general Zoo group policies and procedures to the group, escorting and waiting with the group until payment and admission has been completed, and supporting the exit of groups through dispatching busses from remote lots.
Completes individual end-of-day cash reconciliation and deposit preparation
Maintains knowledge of Zoo events, operations and programs
Communicates necessary information over the Zoo radio system
Follows procedures and ensures safety equipment is prepared for use
Maintains good time management to perform responsibilities while showing productivity
Efficiently uses resources available at the Zoo to perform all job duties. Uses approved techniques for completing assigned tasks.
Actively seeks ways to streamline processes. Follows instruction while remaining flexible and

seeks additional training and development.

Safely and efficiently uses equipment while following Zoo policies and procedures.
Assists in achieving the Zoo’s Mission, Vision and defined goals and represents the Zoo/The SSA Group through appropriate actions and appearance. Promotes the Zoo by encouraging return visits to Zoo guests.


Performs other duties as assigned by manager or assistant manager


Minimum Qualifications

Must demonstrate strong customer service, organization, interpersonal and communication skills.
Previous experience handling cash is required.
Interact well with a diverse group of people
Deal tactfully and courteously with the public
Ability to follow department policies and processes
Must have flexible schedule and availability during Zoo operating hours
Experience with computer and Microsoft Windows applications is required.
Preferred experience with point-of-sale systems
Suggestive selling or sales experience preferred.


Requirements:

Ability to lift a minimum of 30 lbs.
Ability to sit stand or walk for extended periods within indoor and outdoor environments. Repetitive reaching and motion is necessary.



This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job description. The Company reserves the right to revise the job description or to require that other or different tasks are performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technological devel