Guest Operations Coordinator

Denver Zoo Conservation Alliance•Denver, CO

7d•Onsite

About The Position

The Denver Zoo Conservation Alliance (DZCA) 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, Curious, United, Courageous, and Transformative in all that we do. The Guest Operations Coordinator supports the delivery of an exceptional guest experience by coordinating service standards and guest-facing operations to ensure the consistent delivery of high-quality experiences that align with organizational goals and ensure the zoo campus is a safe, welcoming, and engaging environment for all. The ideal candidate brings a strong understanding of front-line team leadership, operational execution, and excellence in guest service, and is motivated to work collaboratively to create an excellent guest experience. Our team is made up of passionate and diverse professionals dedicated to providing excellent care for our animals while creating meaningful experiences for our guests. If you're excited to contribute your skills in a collaborative and innovative environment, Denver Zoo Conservation Alliance is the place for you!

Requirements

Completion of a 2-year degree preferred, or equivalent required, or any equivalent combination of education and/or experience.
Two or more years of experience required in guest operations, guest service, or hospitality, or any equivalent combination of experience, lived experience, and/or special skills.
Proficiency in Microsoft Office Suite is required.
Strong ability to coordinate and lead day-to-day operations, including assigning posts, managing staff coverage, and acting as the point of contact for guest operations.
Skilled in decision-making and situational assessment in active environments; demonstrates sound judgment and calm under pressure during incidents and emergencies.
Excellent communication skills, both written and verbal, with the ability to engage with guests, staff, and volunteers in a professional and welcoming manner.
Ability to provide feedback and support to peers while fostering a culture of teamwork, professionalism, safety, and guest service during high-traffic daytime operations.
Strong organizational and prioritization skills, with attention to detail and the ability to manage multiple tasks while meeting deadlines in a fast-paced environment.
Comfortable working independently and collaboratively within cross-functional teams; adaptable to changing priorities and operational needs.
Capable of handling confidential and sensitive information with discretion and professionalism.
Ability to work outdoors in various weather conditions and support snow removal operations, including shoveling, ice removal, and distribution of sand and salt.
Candidates must be at least 21 years of age with a valid driver's license and a clean driving record.
Ability to pass a physical examination, background check, and pre-employment drug and alcohol screen.
Must be able to move (80 acres) and/or stand up to 8 hours daily in adverse outdoor conditions such as cold, rain, snow, or extreme heat.
Ability to lift to 50 lbs.

Nice To Haves

Experience working in a high-volume, customer-focused venue or attraction, and/or working in a non-profit, is preferred.
Previous supervisory experience is preferred.
Experience with point of sale and CRM systems is preferred.
Preferred experience includes coaching or training others and working collaboratively with departments in direct or matrixed relationships.
Demonstrated fluency in a language other than English is a plus.

Responsibilities

Serve as shift supervisor, adjusting schedules and deploying frontline staff to meet operational needs and guests' demands.
Support staff as a resource by providing guidance on standard operating procedures and ensuring effective use of tools and systems.
Provide in-the-moment feedback and document basic performance observations; identify areas of growth and recognition.
Foster a collaborative, guest-focused team culture by leading by example and promoting professionalism in all interactions.
Provide instruction on policies, procedures, and the appropriate use of systems and tools.
Lead on-the-job location training for new Specialists and Seasonal staff.
Track and report training progress and contribute to the continuous improvement of training practices.
Identify knowledge and skill gaps and provide timely guidance and support.
Assist in developing training programs, SOPs, and team development initiatives to continually improve service standards.
Support shift coverage by performing duties of Specialists and Seasonal staff as needed.
Monitor cleanliness, safety, and experience standards.
Model and reinforce friendly, helpful, and mission-aligned guest interactions.
Verify all attraction and experience checklists are complete before opening and that any issues have been resolved or reported.
Ensure attractions and experiences are open and closed on time and operate according to procedures.
Assist leadership with in-the-moment adjustments to operations to ensure smooth, efficient, and strategic guest flow.
Resolve guest issues or service breakdowns promptly and professionally.
Assist with developing and implementing guest operation plans and experience standards that guide the delivery of services, processes, places, and people, allowing an exceptional guest experience to occur while maintaining safety rules and regulations.
Monitor workload distribution and ensure accurate staffing plans are provided to the Staffing and Resources Team.
Observe and report on guest and staff needs, advocating for resources that improve safety and enrich the guest experience.
In the absence of Guest Operations leadership, act as liaison to Zoo departments and external agencies for operational needs.
Produce and maintain required documentation for licenses and accreditation.
Maintain communications with staff and model proper etiquette using radio, phone, and email.
Document operation impacts, experience barriers, and guest feedback in the daily log.
Provide clear handoff communication between shifts.
Other assistance, as designated by the Guest Operations Manager, to support the overall goals of the department and organization.
Guide, support, and coordinate the daily work of Specialists and Seasonal Staff; provide on-the-job training, oversight, and peer leadership while supporting departmental standards and objectives.
Acts as a good steward of DZCA resources.
Safeguarding against the release of confidential and proprietary information of Denver Zoo Conservation Alliance.
Interact heavily with the general visitors/public, in addition to specialists, coordinators, and managers at all levels, and staff members across the organization.