Title: Guest Services Associate & Cash Handler

Department: Guest Services

Reports to: Guest Services Manager

Direct Reports to: None

FLSA Status: Non- Exempt; Part-Time

Position Summary: The Guest Services Associate is a part-time position responsible for the direct day-to-day operations of the Guest Services department ensuring an excellent Guest experience from the point of entry to the zoo, while promoting membership sales, assisting groups and providing support to the marketing department, thus honoring the Butterfly Pavilion's mission and guaranteeing repeat Guests.

Some of the essential functions of the position, include but are not limited to, servicing guests with their admission needs, selling and processing new and renewal memberships, servicing groups with registrations and admissions, providing information to guests and Butterfly Pavilion employees on events and programs in the building, taking registrations, and answering phones.

Essential Functions:

Guest Services/Admissions:

• Set the tone of the Guest experience by creating a welcoming environment by greeting each guest as they arrive and processing their admission requests with accuracy and enthusiasm.
• Process and enter all incoming admission requests, membership sales, and group visits through the POS system while maintaining accurate records, documentation, and follow up procedures.
• Participate in all aspects of admissions, including but not limited to, cash handling, processing of coupons and discounts, providing information to guests via email and phone communications, collection of data, and other duties as assigned.
• Be knowledgeable about all happenings at the Butterfly Pavilion, including programs, events, classes, etc. and accurately share the information with Guests through various means including face-to-face interactions, phone & email communications and social media efforts.

Cash Handling:

• Deliver accurate change orders for cashiers and daily/ nightly deposits.
• Ability to count multiple drawers/cash bags with cashiers.
• Deliver accurate records and financial materials to the Guest Services Manager for processing of deposits, securing of funds and delivery of financials to the finance department.

Membership:

• Be extremely knowledgeable about the membership program to promote the sale of new and renewal memberships to meet revenue goals and to be able to service member needs.
• Process all incoming memberships through a variety of areas including the admission desk, on-line and postal mail including data input into Centaman, and creation of membership packet.
• Create and distribute membership packets daily via admission desk and/or postal mail.

• Provide excellent customer service to all members and address needs and concerns accurately and timely.
• Answer all incoming questions about the membership department via inquiries at admission desk, phone, email or other avenues.
• Have knowledge of membership trends, needs and concerns and report them consistently to the Guest Services Manager and participate in solution discussions on how to improve services.
• Be knowledgeable about membership sales, discounts, promotions, and offers to promote the sale of new and renewal membership to meet revenue goals.

Group Sales:

• Be extremely knowledgeable about all group registration options to promote the sale and booking of group visits to meet revenue goals and to be able to service groups upon arrives at the Butterfly Pavilion.
• Answer incoming questions about group sales via admission desk inquiries, phone, and/or email and take registration through POS system while maintaining accurate records, documentation, and follow up procedures. Generate confirmation letters and receipts.
• Set the tone of the Guest experience by creating a welcoming environment by greeting the group and processing their admission requests with accuracy and enthusiasm. Including check-in procedures and payment.
• Provide appropriate marketing materials to the groups (i.e. pre-school guides for daycares, etc.) and give assistance in how and where to begin their visit.
• Provide Butterfly Pavilion departments with information on groups and assist with Guest experience needs of the group.

Marketing/Communication:

• Actively participate in the collection of Guest data for monthly Guest reports for the Marketing / Development department including such data as zip codes, how Guests hear about the Butterfly Pavilion, area of origin, etc. Input Guest demographic statistics for reporting, and maintain accuracy of records, and assist with creation of reports.

• Assist with point of sale marketing by keeping all brochure fixtures organized and fully stocked with brochures, and the communications board and signage has appropriate up to date literature and information from all departments.
• Assist the Marketing / Development departments with various marketing efforts, including but not limited to, mailings, customer inquiries, brochure requests, online community event postings, creating reports, conducting research, and other projects as assigned.
• Be extremely knowledgeable about marketing campaigns and messaging to provide excellent customer service to potential Guests.
• Document comments/suggestions/concerns regarding general Butterfly Pavilion marketing and communications in Communications Log to be provided to the Guest Services Manager.
• Regularly check the suggestion box and distribute to the appropriate department.

Administrative

• Actively participate as a Butterfly Pavilion team member.
• Attend monthly Guest Services meetings, and monthly all staff meetings.
• Work with various departments to help manage room space and event calendars.

Additional Duties:

• Regular attendance to organizational meetings/trainings.
• Participate in the yearly inventory process.
• Communicate with supervisor when
• The computers malfunction or any issue arises.
• Other duties as assigned

Qualifications / Experience

Qualifications:

• High School Diploma required, associate's degree preferred.
• Ability to work effectively an innovative, fast-paced, and multi-tasked environment.
• Ability to work flexible hours with a varied schedule, including evenings, weekends and holidays.
• Ability to communicate and work effectively with a wide variety of people.
• A positive, friendly, outgoing personality is essential.

Experience:

• Knowledge of selling procedures, and cash handling experience a must.
• Skilled in time management including ability to organize, prioritize and multi-task.
• Knowledge of how to use Microsoft office software, internet, and POS system.
• Work well individually and as a team and have strong communications skills both verbal and written.
• Candidates should take initiative, have good follow-through, and are organized.

Competencies

• Build relationships
• Teamwork and cooperation
• Detail-oriented
• Communication skills
• Technologically Savvy
• Decision making
• Department Knowledge
• Initiative

Work Environment / Physical Requirements:

Work Environment

While performing the responsibilities of the Guest Services Associate, these work environment characteristics are representative of the environment the Guest Services Associate will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the Guest Services Associate.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and vehicles. The noise level in the work environment is usually moderate to moderately loud.

Physical Demands

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions within this position. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the Guest Services and Membership Manager.

While performing the responsibilities of the Assistant Guest Services Manager, the employee is required to see, talk and hear. The employee is required to sit and use his or her hands and fingers, to handle, push/pull, grasp, or feel. The employee is often required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. The employee must be able to lift up to 25 pounds.

Work schedule:

A range of hours in typical work week part time nonexempt between 10 20 hours a week with the possibility of an increase to 28 hours per week should business needs necessitate.

No phone calls or drop ins. Position is open until filled. Apply via link: