Sales & Guest Services

·         Coach and train staff daily on how to provide extraordinary customer service to enhance visitor experience while providing a positive role model

·         Work to achieve sales goals daily based on budgets, as well as maintaining overall expenses.

·         Inform guests about membership benefits and Park Programming events while ensuring staff are as knowledgeable.

·         Handle visitor comments and complaints and escalate to a supervisor when required

·         Develop a high level of product knowledge to educate visitors about the park and zoo

·         Is a role model for change and encourages others

·         Is open to feedback and gives positive feedback

·         Perform duties of Visitor Services Representatives as required and lead by example

·         Keep open communication with other departments and inform VSRs of any changes/information that pertains to the Zoo/Park.

·         Work with volunteers to ensure they are aware of each day’s schedule/information.

·         Take a lead role in implementing emergency procedures as required.

·         Answer the phones and emails in a professional and courteous manner.

·         Understand and be able to train on and troubleshoot software used by the Visitor Services department, including POS/computer systems (Galaxy), turnstiles, automated ticketing kiosks, and G4S equipment.

Administration

·         Support the Dispensing and Depositing of floats daily for both business units, as well as G4S troubleshooting

·         Inform management when any forms/information becomes out of date or when supplies need to be ordered and support procurement.

·         Recommend procedural improvements to staff roles, visitor flow and Galaxy functions.

·         Monitor and maintain tracking and filing procedures, including but not limited to Lost & Found, vouchers, troubleshooting, memberships, etc.

·         Monitor supply of brochures and marketing material. Maintain a clean and proper display area

·         Ensure monthly renewal mailing notifications are completed on time

·         Monitor the webstore and support as required.

·         Ensure work areas are kept professional, clean, and presentable.

·         Support supply replenishment as needed

·         Enter group bookings into Order Entry

·         Completes daily sales reconciliation and investigates discrepancies before submitting to the Assistant Manager

·         Support and monitor tickets or membership card printing and pick up.

·         Escalate issues as required

General Duties

·      Adhere and comply with all Compass Group Canada & policies, safety regulations and safe work practices that will ensure a safe work environment.

·      Maintain a professional image while working and provide extraordinary experiences to our park visitors while performing daily work activities.

·      Demonstrate the ability to establish and maintain positive and inclusive relationships with co-workers, volunteers, and visitors.

·      Demonstrate a commitment to the principles of equity and diversity, and proven ability to work effectively with a diverse population.

·      Perform other related duties and responsibilities as required.