Concierge – Guest Experience Expert
About The Position
The Concierge – Guest Experience Expert advances DZCA's mission by creating exceptional guest experiences that foster meaningful connections to the Zoo, its animals, and its conservation work. Serving as a visible ambassador of the organization, this role personalizes service delivery through intuition, creativity, and proactive guest engagement. Concierge – Guest Experience Experts take initiative to anticipate needs, provide information and support, and deliver a wide range of services that help guests enjoy a seamless and memorable visit. Through every interaction, they help create the "perfect day" at the Zoo while strengthening guest loyalty and connection to the organization's mission. 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, DZCA is the place for you!
Requirements
- At least 1 year of experience in guest service, sales, or a customer-facing role.
- Proven experience and advanced proficiency with Microsoft Office Suite (SharePoint, Excel, Word, Teams).
- 2 years' experience in a high-volume, guest services or call center environment required.
- Ability to pass a background check and pre-employment drug and alcohol screen.
- Ability to work Sundays required; availability to work regular schedule on other days as needed.
- Must have availability to work some holidays and after-hours events.
Nice To Haves
- Experience with databases (Tessitura or other POS systems) is a plus, but not required.
- Experience in working in a non-profit preferred or any equivalent combination of experience, lived experience and/or special skills.
- Completion or in pursuit of a college degree preferred, or any equivalent combination of education and/or experience.
- Adaptable team player with a passion for guest service and creating positive experiences.
- Strong communication skills with the ability to actively listen, engage, and support guests.
- Ability to thrive in a fast-paced, team-oriented environment while navigating challenges effectively.
- Problem-solving mindset with the ability to address guest concerns with empathy and professionalism.
- Commitment to staying informed about DZCA programs, events, and offerings to provide accurate information.
Responsibilities
- Respond to guest inquiries to complete registrations for items such as field trips, education camps, and memberships. Utilizes DZCA database, registration, and sales systems to process transactions according to established standards of work; creates and sends registration confirmation documents and fulfillment packages; provides refunds and reschedules programs and field trips as necessary.
- 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.
- Daily management of DZCA’s main phone line, Guest Care inbox, and updating Today @ Denver Zoo for internal communication.
- 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.
- Assist in resolving any guest service issue and recovering the relationship with a guest when their expectations are not met. An in-depth understanding of the point of sales system and membership accounts for database troubleshooting.
- 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.
- 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.
- Collaborate with all Denver Zoo Departments and staff to provide an exception guest experience.
Benefits
- Comprehensive medical, vision, and dental coverage.
- 403(b) Retirement Account with employer match.
- Generous paid time off: vacation, sick leave, personal days, and holidays.
- A Family DZCA Membership with discounted tickets to special events.
- Concession and retail discounts, plus free parking.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
