Concierge-Guest Experience Expert - Variable Part-time

Denver Zoo is a leader in animal care, wildlife conservation and education.  We are passionate about our commitment to excellence in support of our mission of Inspiring Communities to Save Wildlife for Future Generations.

Denver Zoo honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect and by embracing our Core Values of: Welcoming, United, Curious, Courageous and Transformative in all that we do.

The Concierge-Guest Experience Expert facilitates unique memories for guests that deepen their connection to Denver Zoo and its mission by personalizing the delivery of services, using intuition, perception, and creativity. The Guest Experience Expert acts as the visible heart of Denver Zoo, interacting with guests to present, create, and deliver the “perfect day” at Denver Zoo. 

Our staff is a dedicated and diverse group of individuals committed to providing quality care to our animals while creating moments of awe for guests.  If you are a like-minded individual and thrive in a dynamic, fast paced and innovative culture, Denver Zoo is the place for you! 

Essential Duties & Responsibilities

Priority 1 – Concierge Services

• Assist in the development of custom itineraries for guests that include additional paid programs and experiences. 
• Manage scheduling, registration, payment, and onsite check-in for VIP programs and experiences. 
• Manage and develop relationships with members.
• Maintain updated knowledge of assets specific to the Denver Zoo’s needs.
• Provide excellent customer service and attention to detail.
• Maintain high ethical standards and professionalism.
• Multitask and prioritize as necessary to meet guest needs.
• Represent the Denver Zoo with integrity and dedication.

Priority 2 – Communication

• Daily management of Denver Zoo’s guest communications including high volume phone lines and live guest chat.
• Manage guest information on the Denver Zoo’s website, and in guest experience tools and applications.
• Daily update of Denver Zoo’s internal staff page for upcoming events, construction, deliveries, hours of attractions.

Priority 3 – Service Recovery

• Act as point of contact to assess and resolve all guest service issues and maintain guest relations.

Priority 4 – Program Registration and Fulfillment

• Respond to guest inquiries to complete registrations for field trips, camps, and Up-Close Animal Encounters.
• Utilize the Denver Zoo database, registration, and sales systems to process transactions.
• Create and distribute registration confirmation documents and fulfillment packages to guests.
•  Process refunds and reschedule programs and field trips.

Priority 5– Financial

• Responsible for proactive program sales with defined sales and revenue goals.
• Process transactions for sales of admissions, memberships, attractions, and other offerings.
• Practice diligent cash handling procedures to ensure the accuracy of funds.
• Receive guest payment by cash, check, credit card, voucher, or automatic debits.
•  Issue receipts, refunds, credits, or change due to customers.

Priority 6 – Collaboration

• Collaborate with all Denver Zoo Departments and staff to provide an exceptional guest experience.

Technical / Professional Requirements & Qualifications

• 2 years' experience in a high-volume, guest services or call center environment required. 
• Fluency in conversational Spanish is required.         
• Experience in working in a non-profit preferred.

• Basic computer skills including Windows, Microsoft Office Suite, and databases are preferred.

• Requires strong organizational and problem-solving skills, advanced written and oral communication skills, attention to detail, and ability to prioritize work and tasks.
• Requires adaptability to produce and meet deadlines in a fast-paced, multi-task and changing environment, and the ability to work as part of a team.

Position Conditions 

• Ability to pass a background check and pre-employment drug and alcohol screen.

Compensation

Hourly rate for this position is $17.78

A pay differential will be paid for positions requiring Spanish speaking fluency. 

Benefits

This is a seasonal position and as such is not eligible for benefits at this time; however sick time is accrued.

Application Process and Timelines

Open until filled. Review of applications will begin immediately.  Denver Zoo reserves the right to close the position prior to this date. 

Black, Indigenous, and People of Color (BIPOC) and others who identify as nonwhite, people with disabilities, members of the LGBTQIA+ community, and those with lived experience with racism and/or misogynoir are encouraged to apply for this role. 

Denver Zoo is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected status or any other characteristic protected by law.

www.denverzoo.org