Senior Exhibit Guide

Job Title: Senior Exhibit Guide

Department: Learning and Engagement

Supervisor: Guest Learning and Engagement Supervisor

Supervises: None

FLSA Status: Part Time; Regular; Non-Exempt

Pay: $20.48 per hour

General Statement:

Senior Guides serve as ambassadors of the Phoenix Zoo, delivering exceptional guest experiences through meaningful engagement and conservation storytelling. This role combines guest service, public speaking, and animal

interpretation to inspire visitors of all ages.

Essential Duties:

· Provide quality guest service to both internal and external guests by maintaining a “WILD” working attitude and appearance. (Welcome everyone, I am the zoo, Look for solutions, Deliver excellence)

· Interpret using learner-led techniques and best practices for groups of all sizes and ages, especially in key areas such as Monkey Village, Stingray Bay, the Giraffe Encounter, the Petting Zoo, the Veterinary Medical Center and various Engagement Stations located in hotspot areas.

· Facilitate guided experiences, including Safari Cruiser tours, Discovery Tours, Backstage Adventure Tours and Guided Walking Tours.

· Enhance visitors’ experiences throughout the zoo by serving as a guide and using storytelling skills to engage guests with our mission and core conservation messages.

· Proactively engage guests by initiating conversations, answering questions, and providing outstanding customer service.

· Help guests enjoy the zoo safely to ensure the well-being of both visitors and animals.

· Assist guests with navigation and general Zoo information throughout the park.

· Assist with crowd management and control as needed.

· Support special events and evening events, including operating Safari Cruisers or carts when required.

· Oversee daily operations of the Giraffe Encounter as needed, including coordinating with staff, directing Guides and Volunteers, distributing animal feed, and ensuring a smooth guest experience.

· Maintain cleanliness and safety of exhibits, Safari Cruisers, carts, and all assigned work areas and pathways.

· Attend mandatory training classes and team meetings.

· Ability to learn and apply guest engagement skills and conservation messaging in daily interactions.

· Model professional work behavior and help train new employees and volunteers.

This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. Management reserves the right to revise a job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs, or technological developments)

Requirements

• Applicant should be available to work during projected high attendance days at the zoo. These days include but are not limited to the month of March, all school breaks, major holidays and 3-day holiday weekends.
  • We have a list of blackout dates during these times. Time off requests for blackout dates may be denied. Requests will be reviewed on a case-by-case basis. 
• Senior Guides are required to have the following availability:
  • 3 full daytime shifts. Day time shifts vary with the zoo’s hours of operation.
  • A minimum of 2 evening shifts. Evening shifts must include 2 of the following days: Thurs, Fri, Sat or Sun
  • You must have availability for periodic mandatory meetings before work and after work regardless of availability.
• Public Speaking experience & Engagement Skills are preferred.
  • This position requires you to learn and understand scientific concepts and then communicate those concepts clearly and engagingly to the general public. This involves speaking confidently and engagingly in front of groups.

Qualifications:

· Strong communication and public speaking skills.

· Ability to approach guests of all ages and experiences to start conversations and engagement.

· Previous experience in education, interpretation, theater, customer service, or hospitality preferred.

· Passion for wildlife, conservation, and engagement.

· Knowledge of Phoenix Zoo conservation projects and programs.

· Ability to engage in diverse audiences, including children and large groups.

· Experience leading tours and speaking in front of groups.

· Ability to work outdoors in varied weather conditions.

· Positions require standing, walking, and interacting with guests for extended periods.

· Ability to work evenings, weekends, holidays and school breaks.

· Valid driver’s license (required for operating Zoo vehicles).

· Able to pass pre-employment background check, drug test, DMV check and clear annual TB test.