Guest Experience Associate (PT-Seasonal)

Position Title:             Guest Experience Associate

Service Group:           Guest Experience

Reports to:                  Guest Experience Manager(s)

Position Summary                                                                                                                                                    

Guest Experience Associates are the face of the Zoo, and they perform a number of important roles. They interact with guests entering the Zoo and handle ticket and membership sales, guest questions, Zoo Choo rides, Goat and Pig Feed sales, Bali’s Bistro, and Gift Shop. All Guest Experience Associates are trained in every role and can be asked to perform any role during their scheduled shifts. We are looking for enthusiastic people that will enhance the guest experience and help us connect our guests to amazing wild animals and places!

Work Schedule: Part-Time Hourly (Non-Exempt) Seasonal position.                                     Pay: $12.77/hour

                                   This position is expected to work 16-24 hours per week

Please Note: This position will be available starting March 8, 2026.

Essential Position Functions:                                                                                                                                    

·      This is a guest-facing position and Guest Experience Associates are expected to be friendly, knowledgeable, and informative at all times.

·      Greet guests in a friendly and professional manner, maintaining the Mill Mountain Zoo and Blue Ridge Zoological Society of Virginia, Inc.’s standards.

·      Proactively engage each guest as a unique individual and listen attentively to all requests.

·      Provide excellent guest experience by answering incoming phone calls and redirecting calls to the proper department when necessary.

·      Contribute to maintaining a clean and organized gift shop; supports events by staffing check ins, membership sales, and maintaining lines.

·      Accurately process monetary transactions and adhere to all cash handling policies; manage cash bank throughout shift, ensuring it balances correctly at the end of shift.

·      Anticipate and address guests’ service needs, responding to cues and creating personal connections.

·      Listen to guests’ complaints or concerns and take initiative to resolve issues in a timely manner.

·      Open, operate, and close train rides safely and efficiently, and report any issues to management.

·      Open guest operations; sell feed for goats and pigs; monitor guest interactions with animals; provide animal information; communicate with keeper staff as needed.

·      Process admission tickets, membership enrollments/renewals/gifts through CRM point of sale system.

·      Promote a safe working environment at all times and practice safe working habits, including bending and lifting appropriately to avoid injury, reporting hazards, using cleaning chemicals appropriately, and working to minimize tripping hazards.

·      Perform any additional duties/tasks assigned by management.

Requirements – Education / Knowledge / Skills / Abilities:                                                                                      

·      Exceptional interpersonal and customer service skills to enhance the service standards throughout the operation.

·      Excellent communication (verbal and written), guest service skills, time management skills, organizational skills and attention to detail; ability to organize, plan ahead, and manage workload.

·      Strong analytical and problem-solving skills.

·      Ability to function well in a fast-paced and at times stressful environment.

·      Must be confident, energetic, and self-motivated with a desire to deliver outstanding customer service.

·      Ability to maintain a professional appearance and manner.

·      Team player and a self-starter; able to work independently without constant supervision, but also able to work well with other staff members and volunteers.

·      Basic computer skills.

·      High school diploma or equivalent.

·      Flexible schedule and the ability to work weekends, holidays, and occasional evening events.

·      Ability to work outside in all types of weather conditions, including summer heat, rain, snow, ice, and freezing temperatures.

·      At least 18 years old and possess a valid Virginia Driver’s License.

·      At least 1 year of customer service experience is preferred.

·      Bilingual a plus.

·      Must pass a background check and drug screening.

Skills and Competencies:                                                                                                                                          

·      Customer Focus – Demonstrates courtesy, cooperation and friendliness with staff, volunteers, and guests. Actively listens, anticipates and evaluates the customer’s needs. Ensures that customer satisfaction is a priority in all areas of responsibility.

·      Teamwork – Supporting, facilitating, and participating in activities that promote team effectiveness; demonstrating sensitivity for the feelings and needs of team members and supporting team goals.

·      Diversity and Inclusion – Demonstrates behaviors that includes fairness, respect, inclusiveness, empathy, integrity, and ethical conduct. Fosters a climate and culture in which each person is accepted and has the opportunity to grow and develop. Practices behaviors that promote diversity and inclusion in dealings with and on behalf of the Zoo, consistent with laws, regulations and Zoo policies.

·      Communication (oral and written) – Effectively expressing ideas verbally and non-verbally and actively listening to individuals and groups; preparing and focusing presentations to the characteristics and needs of the audience; expressing ideas clearly and concisely in written form, through memoranda, letters, reports, and other documents.

·      Concern for Detail – Pays attention to every portion of any task, down to the smallest item.

Physical Requirements:                                                                                                                                              

·      Ability to work in weather conditions typical to South West Virginia.

·      Ability to use radio, telephone, and computer to communicate and follow written and verbal instructions.

·      Must be willing and able to work varied and long shifts including holidays and weekends.

·      May require the ability to frequently remain in a stationary position 50% of the time.

·      Ability to occasionally lift and carry up to 50 lbs.

Benefits:                                                                                                                                                                      

Free Zoo Membership (valid for employee only); Employee Discount in Gift Shop and Bali’s Bistro

To apply – email your cover letter, resume and references to careers@mmzoo.org. Please include your name followed by “Guest Experience Associate” in the subject line of the email.

The job specification requirements stated are representative of minimum levels of knowledge, skills, and abilities to perform this job successfully. Employees may be required to perform other related duties as assigned, to ensure workload coverage. Any satisfactory equivalent combination of experience and training which ensures the ability to perform the work may substitute for the above so that the employee will possess the abilities or aptitudes to perform each duty proficiently. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

At Blue Ridge Zoological Society of Virginia, Inc. d/b/a Mill Mountain Zoo, we believe that diversity fuels creativity and innovation. Mill Mountain Zoo is committed to equal employment opportunities and makes all employment decisions, including those related to recruitment, hiring, training and promotion without regard to race, religion, color, gender, sexual orientation, national origin, age, disability, veteran status or any other characteristic protected by law.

‍