Calgary Zoo (Calgary Zoological Society) Calgary, AB
Mar 18, 2019Seasonal
The Calgary Zoo is home to nearly 1000 creatures across 119 species, and is one of the city's favorite family destinations. Our mission is to become Canada's leader in wildlife conservation and you can play a part in making this happen. Customer Experience Guides play an important role in welcoming our customers, helping them plan their visit for the day, and ensuring they have a fantastic experience at some of our busiest exhibits. Our Customer Experience Guides: enjoy talking to people of all ages are strong public speakers enjoy working outdoors are problem solvers who can think on their feet The Customer Experience Guide team values efficiency, courtesy, safety, and details. The team lives these values each day and uses them to enhance the overall customer experience for both internal and external clients. Does this sound like you? If so, we encourage you to review the following details and put in your application to join the Calgary Zoo team this summer. CONTRACT TERM: April 30, 2019 - October 18, 2019 - 8 positions available RESPONSIBILITIES: Putting the guiding values listed above into play, the Customer Experience Guide has the following responsibilities: Plan Your Visit: Go above and beyond to help customers have an exceptional day by welcoming them to our zoo and then thanking them for supporting wildlife conservation. Assist customers in planning their visit through the use of maps, program schedules, insider tips, animal updates, event details, and wayfinding. Initiate conversations that demonstrate the value of our zoo and all that we have to offer. Ensuring customer questions are answered efficiently, correctly, or are directed to the appropriate leader. Recognizing the individual and demographics of the individuals you are speaking with and customizing your advice to meet their specific needs and desires. Track various interactions and enter the statistics daily. Recognize that the concept of Plan Your Visit extends beyond the physical location - engage with guests to help them plan their visit throughout the park and all day. Land of Lemurs: Facilitate all queues at the habitat including spontaneous queue formation during popular times. Work alongside volunteers and zoo staff to create an exceptional experience as customers enter and experience the immersive habitat. Deliver and enforce rules to guests before entering the immersive habitat in a kind and respectful manner. Panda Passage Facilitate two queues at the habitat - free flow and time ticketing. May & June - facilitate time ticketing during the week for school groups July & August - facilitate time ticketing full time at the habitat. Work alongside volunteers and other staff to create an exceptional experience as visitors enter and experience the habitat. Provide direction to the customer on the overall panda experience. General Answer questions and concerns about the habitats and the zoo in general in a timely and effective manner. Perform all duties in a professional manner according to zoo policies and guidelines and Customer Experience Guide values and standards. Maintain a safe, clean working environment for animals, visitors, zoo staff, and volunteers. Provide feedback to the CEG team, leads, and manager on any on-site issues or feedback. Ensure consistent levels of service for each customer. Thank guests for supporting wildlife conservation. Represent the zoo's mission and vision by making conservation and sustainability decisions while at work - ex. use reusable mugs and water bottles. Complete other related duties as required. QUALIFICATIONS: 1-2 years of experience working with the public. Street team, tourism, hospitality, and/or event marketing experience is an asset. Strong oral communication skills. Excellent interpersonal skills. Must be confident working along and in a team environment. Outgoing and comfortable talking to the public. Strong organizational skills. Commitment to punctuality. Problem-solving skills. Experience with conflict resolution. Must be detail oriented. WORKING CONDITIONS: Able to work early mornings, weekends, and holidays as required. Long periods of time may be spent on foot outdoors in all weather which can include extreme heat, cold, rain, or smoke. Physical demands include some light load lifting or pulling wagons around zoo grounds. Repetitive work and standing for long periods of time. Considerable on grounds mobility is required. Moderate noise levels. If you are a highly motivated and experienced individual, we invite you to apply by doing the following: Spend 1 minute watching this video about the conservation work being done at the zoo: https://www.youtube.com/watch?v=rjBdwSow0hY Submit your resume with a cover letter via our online application system. We ask that interested candidates submit an application via our online portal no later than March 29, 2019. NO PHONE INQUIRIES PLEASE. All applicants are thanked in advance and advised that only those individuals selected for interviews will be contacted.