Guest Experience Specialist (Part-Time)

Wallis Annenberg Legacy Foundation; Los Angeles (CA); On-site; USD 25,000 - 39,000; Full time

Job summary

Wallis Annenberg PetSpace in Playa Vista is seeking a Guest Experience Specialist to provide memorable service for every guest, support adoption and foster processes, and help manage events and retail operations. The role requires bilingual Spanish/English, strong customer service, and ability to work weekends/evenings.

Prior hospitality, events, retail, or animal-services experience and a high school diploma are preferred.

Qualifications

• High School Diploma, GED or equivalent; Associate/Bachelor preferred.
• 1-2 years of hospitality/guest service/events/retail/animal services experience.
• Day-to-day experience in caring for or interacting with domesticated pets preferred.

Responsibilities

• Offer a truly memorable and fulfilling guest experience for each guest of Annenberg PetSpace.
• Implement a customer-centered culture that identifies, nurtures and reinforces guest service as a primary value.
• Maintain excellent customer service and work to create a positive public face for Annenberg PetSpace.
• Be fully informed about daily Annenberg PetSpace events and services, and the building itself.
• Assist the Adoption and Foster team by helping guests navigate the foster and adoption process and complete paperwork as needed.
• Manage guest expectations for wait times and keep track of the order and status of potential adopters.
• Assist with set-up for booked programming and events by working with the Programs and Facilities teams
• Deliver educational programming with other GE members to provide a unique, memorable, and positive experience for guests.

Skills

Bilingual Spanish/English

Customer service

Retail merchandising

Public speaking

Teamwork

Education

High School Diploma or equivalent

Hospitality degree preferred

Tools

POS systems

Mobile devices

Job description

SUMMARY

The mission of Annenberg PetSpace is to promote and strengthen the human-animal bond—as well as to foster the understanding and enjoyment of companion animals—in a fun, engaging and interactive setting. The campus, located in Playa Vista, includes a vibrant, welcoming community center and offers animal foster and adoption, educational programs, field trips for students, community vaccine and wellness clinics and a Leadership Institute.

ESSENTIAL JOB FUNCTIONS

The list that follows is not intended to be comprehensive; it is intended to provide a representative summary of the major duties and responsibilities of the position. Incumbents may not be required to perform all duties listed, and may be required to perform additional, position-specific tasks.

Reporting to the Guest Experience and Events Manager, the Guest Experience Specialist will be responsible for the following:

• Offer a truly memorable and fulfilling guest experience for each guest of Annenberg PetSpace
• Implement a customer-centered culture that identifies, nurtures and reinforces guest service as a primary value.
• Maintain excellent customer service and work to create a positive public face for Annenberg PetSpace.
• Be fully informed about daily Annenberg PetSpace events and services, and the building itself.
• Be fully informed about the services offered by partner organizations who use our facilities such as the West Coast Grooming Academy and California Animal Rehabilitation.
• Assist the Adoption and Foster team by by helping guests navigate the foster and adoption process and complete paperwork as needed.
• Manage guest expectations for wait times and keep track of the order and status of potential adopters.
• Assist with set-up for booked programming and events by working with the Programs and Facilities teams
• Deliver educational programming with other GE members to provide a unique, memorable, and positive experience for guests.
• Assist with the preparation for community events on site at PetSpace including set up, prepping supplies, decorating and other duties as needed.
• Assist or deliver activities for community events by facilitating check-in, wayfinding, answering guest questions about event rules and schedules, etc.
• Provide prompt and courteous service to all Annenberg PetSpace retail guests by determining their needs and sharing product knowledge to suggest the appropriate merchandise.
• Assist with the unloading, pricing and stickering of merchandise in order to ensure the store is well stocked and that supply counts are accurate.
• Assist with off-site events in the community including vaccine clinics, wellness days, adoption events and other outreach activities.
• Perform routine housekeeping tasks such as sweeping, dusting shelves, etc.
• Other duties as needed.

Requirements

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to work weekend and/or evening hours.
• MUST be bilingual Spanish/English
• Strong customer service skills and ability to manage multiple projects in a fast-paced, deadline-driven environment.
• Strong communication skills to ensure consistent messaging to guests of Annenberg PetSpace policies
• Strong public speaking or performative ability to lead or assist with educational presentations and programming
• Experience working with or communicating with children of various ages
• Knowledge of retail merchandising practices.
• Up-to-date knowledge of smartphone apps, phones, and tablets.
• Bending, kneeling, moving merchandise and standing for long periods of time. Must be able to lift 50 lbs.
• Experience in retail point of sales applications and software, including contactless payment methods.
• Proven ability to build consensus and work effectively within a cross-departmental team.
• Possess poise, professionalism, diplomacy, teamwork and the ability to interact with people from all walks of life.
• An individual who can contribute to the culture of respect for all individuals and animals.
• Commitment to, and passion for, the mission of Wallis Annenberg PetSpace.

EDUCATION AND EXPERIENCE

• High School Diploma, GED or equivalent; Associate’s Degree or Bachelor’s degree in hospitality or education-related field preferred
• 1-2 years of hospitality/guest service/events/retail/animal services experience

Day-to-day experience in caring for or interacting with domesticated pets preferred

Wallis Annenberg Legacy Foundation, PetSpace, is a company that respects the uniqueness of each employee and offers everyone the means to find their place and thrive. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture focused on meaningful strategies aimed at creating an inclusive workforce.

If you require a reasonable accommodation to participate in the application or interview process, please contact us at [e-mail].