Guest Experience Associate (Seasonal… at Zoo New England · Stoneham

Overview

Zoo New England takes pride in providing a safe, welcoming, and family-friendly environment for all visitors. Guest Experience Associates play a vital role in creating memorable experiences for our guests during both regular operations and seasonal events such as ZooLights. Associates are expected to bring warmth, professionalism, and enthusiasm to their role while delivering exceptional customer service. This position involves admissions, membership sales, amusement ride operations, and a variety of other guest service responsibilities. Our goal is to ensure that our work environment is safe and inviting for guests and zoo staff. Depending on the time of year and schedule of zoo events, Associates may be required to work some nights (for example, Zoolights). Please note the higher rate is based on this shift differential.

Associates must be able to work outdoors in all seasons and weather conditions and provide consistent, high-quality service in a busy, team-oriented environment. The ability to accurately handle and monitor cash/credit sales for admissions and other revenue areas and to accurately account for attendance is essential.

Duties & Responsibilities

• Greet guests with a smile and welcoming attitude, ensuring a positive first impression.
• Accurately process admissions, memberships, and other transactions while following Zoo New England’s cash-handling policies.
• Proactively sell Zoo New England memberships and be knowledgeable about membership benefits.
• Using POS (Point of Sales) systems on computers and tablets to process transactions and log other information as needed.
• Inspect rides before operating to ensure they are clean and functioning properly.
• Operate amusement rides in accordance with Massachusetts state safety laws and Zoo procedures, ensuring safe and enjoyable experiences for guests.
• Monitor and track attendance, revenue, and ride operations accurately and in compliance with departmental protocol.
• Answer guest questions politely and knowledgeably, providing information about zoo operations, animals, exhibits, activities, and programs.
• Assist with crowd control and provide friendly, professional support during busy or high-traffic times.
• Maintain clean, safe, and inviting work areas, including light maintenance, sweeping, shoveling, or snow removal as needed.
• Attend departmental meetings for updates on zoo operations, attractions, and programs.
• Relieve co-workers when directed and support teamwork across shifts.
• Accurately process and track zoo guests at the entrance(s).
• Knowledge of basic zoo operations, including safety procedures and animal collections.
• Excellent attendance and punctuality.
• Strong commitment to quality customer service.
• Friendly, warm, and professional demeanor when working with diverse guests and team members.
• Must report to in proper uniform, and with a positive attitude.
• Other duties as assigned.

Minimum Job Qualifications

• Must be at least 16 years old at the time of hire and must be at least 18 years old to operate amusement rides per MA state law.
• Ability and willingness to work outdoors across all seasons and in all weather conditions year-round.
• Ability to work in a diverse workplace and serve a diverse guest population.
• Scheduling flexibility – able to work various shifts and days
• Ability to stand and walk for extended periods of time.
• Fluency in English (reading and writing).
• Ability to work both independently and cooperatively in a variety of guest-facing situations.
• Willing to provide and receive constructive feedback.
• Must enjoy working in a fun workplace environment that is family friendly.

Preferred Job Qualifications

• High school diploma or equivalent.
• Willingness to work daytime, evenings, weekends, holidays, and variable hours depending on seasonal activity and special events.
• Previous experience in hospitality, retail, customer service or guest service roles.
• At least 1-2 years of demonstrated accuracy in cash handling.
• Ability to speak a second language.
• Valid driver’s license.