Guest Services & Administrative Coordinator (Cambridge)

Availability Requirement This administrative role includes ongoing weekend shift on Saturdays as part of the regular work schedule. Schedule is Tuesday to Saturday, 9am to 5pm. Overview Cambridge Butterfly Conservatory is a unique and high‑profile tourist attraction. We provide customer‑service‑focused education that promotes the appreciation of butterflies and other invertebrates and highlights the important role these animals play in our ecosystem. We value a positive work culture, prioritize work‑life balance, and encourage collaboration among our team of passionate experts. This role welcomes guests and assists them to create a memorable experience while they visit. Responsibilities Administrative Coordinator Maintain understanding of all programs, policies and SOPs related to ticketing and bookings. Correspond with customers by phone or e‑mail to provide information on bookings and events. Conduct sales transactions in Quickbooks and Roller and provide confirmations and follow‑ups for in‑house programs. Coordinate execution of bookings with other team members and keep shared documents, calendars, and email inboxes organized. Update programming information (pricing, taxes, policies) and manage outbound paperwork. Prepare numerical and financial reports for revenue streams. Provide coverage for absences, vacations, or exceptional circumstances as needed. Answer general phone line, respond to voicemails and e‑mails. Assist with ticket, membership, and gift card purchases, alterations, and discounts. Provide information on accessibility and alternative ticket types. Support office tasks: data entry, record management, phone system and website updates, social media monitoring, communications. Manage office supplies inventory, ordering, and receiving. Prepare wedding and event room set‑ups. Greet bridal parties, receive client deliveries, process wedding payments. Respond to wedding inquiries and distribute wedding packages. Welcome and greet guests in all front‑line areas, advise facility layout, discuss exhibits, specials, and offer unique facts. Process transactions with point‑of‑sale for retail, tickets, memberships, food and beverage. Maintain cleanliness of display, visitor washrooms, signage, Café front‑of‑house and patio. Ensure pathways in conservatory are clear of slip/trip hazards. Follow CFIA protocols for pupae shipments. Provide coverage for lunches, breaks, or other frontline situations. Oversee daily staffing, scheduling, coaching and supervision across departments. Open/close entrances, arm/disarm security alarms. Oversee and liaise with special events/bookings, greet groups and renters. Maintain quality customer service and handle complaints. Oversee prevention of pest control incidents (PPC‑D containment). Ensure live butterfly exhibit is monitored for customer service and safety. Supervise frontline customer service, assist with training new employees. Assist other departments as needed and adhere to all company policies. Qualifications, Requirements & Skills Post‑secondary education in Business Administration, Tourism and Hospitality, Communications, or a related field (preferred). 5 years of experience in customer service or hospitality‑related role. Supervisory or leadership experience an asset. Genuinely personable, approachable, and outgoing. Project positive energy and enthusiasm. Ability to build rapport quickly and maintain positive guest relationships. Experience handling guest concerns and consistently receiving positive feedback. Exceptional written and interpersonal communication. Comfortable initiating engagement with guests of all ages and abilities, in large and small groups. High level of organization; ability to manage time, priorities, and deadlines. Multitask and work under pressure while maintaining attention to detail and accuracy. Flexible and adaptable to changing job requirements and goals. Collaborative team player. Proficiency with Microsoft Office or Google Workspace. Safe cash handling practices (asset). Safe food handling practices (asset). Interest in insects, invertebrates, and plants (asset). Police background check (Criminal Record Check and Vulnerable Sector Check). First aid and CPR (asset). Food safety (asset). Uniform Staff are required to wear the appropriate uniform, footwear, and safety equipment at all times. Compensation & Benefits Indefinite‑term, full‑time position. Shifts are typically from 9 am to 5 pm on weekdays and weekends. Base salary is $45,000 per year. All staff receive discounts for tickets, Gift Store merchandise, and food from Chrysalis Café. Employee Assistance Program. Health Benefits and matching RRSP program. Diversity, Equity and Inclusion Cambridge Butterfly Conservatory is an equal‑chance employer and welcomes applications from all qualified individuals. We are committed to equity, diversity, and inclusion and strive to create an accessible experience. We will accommodate in accordance with the Human Rights Code in all stages of the recruitment and selection process. #J-18808-Ljbffr Cambridge Butterfly Conservatory