Business Administrator

Maryland Zoo•Baltimore, MD

8d•Onsite

About The Position

The Business Administrator at Maryland Zoo provides customer service and hospitality, coordinates office activities, and offers administrative and organizational support. This role involves managing incoming communications, directing individuals to the correct departments, and ensuring guests have an exciting, engaging, and entertaining experience. The position reports to the Assistant Director of Guest Services – Sales & Revenue and supports the Zoo’s mission, including its sustainability, conservation, education, and DEAI goals. The schedule requires working five consecutive days each week, including mandatory weekend coverage, at the Zoo’s Mansion House, serving as the initial point of contact for guests entering the building.

Requirements

Friendly, outgoing, and approachable demeanor.
Positive and patient attitude.
Excellent verbal and written communication skills.
High school diploma or GED equivalent.
Customer service experience required.
Six months of administrative support or related experience strongly preferred.
Basic knowledge of Microsoft Office, Google Workspace, and web-based applications required.
Familiarity with Point-Of-Sale systems strongly preferred.
Ability to work a flexible schedule to include weekends, holidays, and special events.
Ability to exert up to 35 pounds of force to lift, push, pull, carry, or otherwise move objects.
Must be able to operate a computer, two-way radio, multi-line telephone, copier/scanner, etc.
Ability to work with individuals from a wide variety of ethnic, cultural, and economic backgrounds.
Reliable and punctual work ethic.

Nice To Haves

Bachelor’s Degree preferred.

Responsibilities

Greet visitors, vendors, and other guests entering the Mansion House and contact appropriate staff or departments to direct them accordingly.
Inform department contacts when vendors arrive and need escorts.
Sell Zoo products or services and provide information on all aspects of the Zoo experience, exhibits, on-ground activities, routes, construction, shuttles, rides, attractions, and membership.
Answer and direct incoming telephone calls, screen inquiries, take messages, and provide information.
Interact in a consistently pleasant and helpful manner with employees, volunteers, guests, vendors, and visitors.
Respond appropriately to guest questions, comments, and concerns.
Triage and respond to online guest inquiries and feedback.
Troubleshoot and resolve guest order issues.
Develop and maintain comprehensive knowledge of Zoo products and services, including pricing, animal collection, and exhibits.
Obtain accurate and detailed information from customers to complete and confirm reservations.
Promote the mission of the Zoo.
Communicate with all personnel, volunteers, visitors, vendors, and contractors in a professional manner.
Distribute Zoo literature and maintain appropriate stock levels.
Assist Mansion House administrative staff, including the Zoo’s president.
Support education, group sales, development, events, marketing, and communication departments.
Perform other duties as assigned by all departments.
Assist Guest Services department with administrative responsibilities and paperwork.
Assist the Education team in making reservations for field trips.
Complete and mail confirmation materials for educational grants.
Maintain a filing system for tracking information related to education program bookings.
Utilize the Zoo email system for business communication.
Perform clerical duties.
Process and distribute incoming mail and act as the point person for receivables (FedEx, UPS, courier services).
Provide field support in other Guest Services work areas as needed.
Assist in maintaining the group calendar for scheduling Mansion House conference rooms, administration golf carts, and Penguin Encounters.
Sell Zoo products and make guest reservations for events and programs via phone or internet using the Zoo’s software system and databases.
Perform point-of-sale data input and ensure accuracy of constituent records.
Assist with database management and respond to and resolve issues in the point-of-sale system.
Use the campus-wide radio system to communicate or assist with safety protocols and procedures.
Serve as a communication dispatcher during emergency situations and assist the Security Department.
Monitor guest behavior to ensure their safety at the Zoo.
Report any issues, supply needs, or necessary ground floor repairs to administrative personnel.
Monitor all staff radio communication and respond to calls at Base as needed.
Ensure guest safety at all times.
Adhere to all policies and procedures at the Zoo.
Maintain cleanliness at the work location.
Compile and distribute the Zoo’s daily report for personnel.
Communicate with fellow employees by radio contact as needed, following Zoo radio etiquette and protocol.
Contact appropriate staff to resolve guest issues.
Interact in a professional, polite, and informed manner with all personnel, volunteers, visitors, vendors, and contractors.