Guest Service Associate

About the role

• Position Title: Guest Services Associate
• Department: Guest Services
• Supervisor: Guest Service Supervisors, Director of Guest Services
• Position Status: Part-time

Position Description

Responsible for the following activities: selling daily admissions-related items, advertising zoo membership, checking in, assisting and greeting guests.

Duties and Responsibilities

Guest Relations

• Provide zoo visitors with the highest quality of customer service at all times, including appropriate greetings and handling of transactions.
• Maintain professional conduct at all times and consistently model the organization's values in all interactions with colleagues, guests, and stakeholders.
• Maintain regular and reliable attendance
• Be flexible in working various guest services locations including cross training in ticket sales, membership recruitment, token sales, running the Wild Animal carousel, selling nectar, equipment rentals, monitoring the play and surface areas at the Jungle Gym and operating the Wilderness Express (train).
• Be educated about the Zoo and current activities, programs and exhibits to address questions and make recommendations to guests to maximize their visit to the Zoo.
• Be familiar with all items, ticket and membership types to best serve the guests and their needs, including familiarity with new discount types.
• Maintain a positive example in meeting the needs of Nashville Zoo guests, working with other crew members to improve guest relations and handle individual guest issues as needed.

Financial

• Maintain proper cash handling protocols in the ticket booths and guest services hut at all times.
• Follow procedures for proper financial transactions with guests and in cash management and exchange for change requests and safe drops.
• Prepare individual stations for balanced bank deposits, cashouts and settlements daily.
• Work with Leads as needed to evaluate overages and shortages and work proactively to address any procedural issues.
• Handle all financial transactions honestly and fairly.

Ticketing

• Properly utilize the Accesso Ticketing System for the sale of admissions, memberships and other items.
• Work with Guest Services Director and/or Leads for updates on use of the system and retrain/refresh skills on a regular basis.
• Provide employee and guest feedback for potential improvements and modifications to the system when needed.
• Responsible for entering all sales into register quickly and effectively maintaining an efficient operation, both automated and manual.
• Responsible for entering all survey information (zip codes).

Qualifications

Skills

• Ability to self-direct work tasks while ensuring safety and productivity.
• Ability to work with others in a positive, encouraging environment.
• Ability to communicate effectively.
• A person who is well-organized and capable of thinking effectively in the moment.
• Basic cash handling knowledge for making change and conducting transactions.

Education/ Experience

Must have received or be currently seeking high school diploma or GED equivalent. Some knowledge of cash register or computer sales programs helpful as well as general guest or customer service experience in a related field required.

Physical Responsibilities

Staff must frequently stand and walk for extended periods, interact with guests throughout their shift, and occasionally lift, carry, or move items up to 25-30 lbs, such as program materials, supplies, or event equipment. These roles require clear verbal communication, strong customer-service skills, and the ability to project one's voice during programs, tours, and presentations.

Employees regularly work both indoors and outdoors in varying weather conditions and may be exposed to noise, crowds, dust, and routine cleaning agents. Staff must safely navigate public areas, stairs, and uneven surfaces, while operating basic equipment such as radios, tablets, microphones, and point-of-sale systems.

Positions may involve assisting with special events, school programs, or animal-themed activities, requiring flexibility, professionalism, and adherence to safety and guest-interaction protocols. Schedules may include weekends, holidays, early mornings, evenings, and occasional overtime based on programming or attendance needs.

Work Schedule

Flexibility: Position may require flexibility in working hours to accommodate special events, emergencies, or animal care needs.

Pre-employment requirements

• Nashville Zoo is an EEO Institution and a Drug Free Workplace.
• Candidates for this position must submit to a criminal background check and pass a drug test.

Pay and benefits

Pay Range $14.31—$14.31 USD