Premium Experiences Coordinator

Houston Zoo•Houston, TX

7d•Onsite

About The Position

The Premium Experiences Coordinator is responsible for delivering exceptional, memorable, and safe guest experiences throughout the Zoo’s paid experience portfolio, including behind‑the‑scenes tours, animal encounters, premium add‑ons, and special programs. This role serves as the frontline ambassador for the Zoo’s mission, engaging guests of all ages, facilitating high‑energy experiences, and ensuring every program meets operational safety, and customer service standards. The Premium Experiences Coordinator works closely with the Premium Experiences Specialist, fellow team members, Animal Care, Curators, and Guest Experience partners to support revenue goals and maintain high guest satisfaction. Our Mission: Houston Zoo connects communities with animals, inspiring action to save wildlife. Our Vision: Houston Zoo will be a leader in the global movement to save wildlife.

Requirements

High school diploma or general education degree (GED).
Applicable experience coordinating guest programs, tours, attractions, hospitality, education programs, or revenue generating experiences.
Strong public speaking, storytelling, facilitation, and guest engagement skills.
Ability to balance guest experience, safety, animal welfare operational feasibility, staff capacity, and revenue goals.
Sustained ability to facilitate programs effectively and comfortably with audiences of different backgrounds and experiences
Effective organizational skills with attention to detail, follow through, and operational readiness.
Ability to respond calmly and professionally to guest concerns, program changes, and unexpected operational challenges.

Responsibilities

Leads and facilitates behind‑the‑scenes tours, animal interactions, premium programs, and other paid experiences.
Works weekends, holidays, peak or high volume times, and special events free of restrictions.
Provides engaging storytelling that connects guests to the Zoo’s conservation mission.
Supports guests of all ages and abilities with professionalism and enthusiasm.
Delivers scripted and unscripted content clearly, accurately, and confidently.
Ensures all experiences operate safely, efficiently, and on schedule.
Assists with experience setup, breakdown, and daily logistics.
Follows established animal interaction guidelines and Zoo safety protocols.
Monitors guest flow and problem-solve operational challenges as they arise.
Coordinates with Animal Care and Curatorial teams to facilitate meaningful and engaging, quality animal experiences.
Communicates operational needs, guest feedback, and concerns to direct leadership.
Works alongside Guest Experience teams to ensure smooth program integration into daily Zoo operations.
Provides outstanding customer service, responding to guest questions, needs, and concerns in a friendly, solution-oriented manner.
Anticipates guest needs and helps create seamless, memorable moments.
Upholds the Zoo’s standards of professionalism, courtesy, and inclusivity.
Supports program evaluations by gathering guest feedback and offering suggestions for enhancements.
Maintains knowledge of Zoo animals, habitats, and conservation initiatives to ensure accurate, compelling delivery.
Assists in refining scripts, materials, and procedures as needed.
Contributes to saving animals in the wild through reduction of waste, water and energy use and by inspiring guests and staff to take wildlife-protecting actions.
Contributes to other operational priorities as needed.