Guest Service Coordinator

Guest Services Coordinator

The Henry Vilas Zoo in Madison, WI has a current vacancy for a Guest Services Coordinator. The work schedule for this position is Tuesdays Saturdays. Some evenings and weekends are required during Zoo after-hours events.

The Eligibility List created from this posting may be used for future Guest Services Coordinator vacancies within the next six (6) months. Note to applicants for the 2026 budget year, there is a 1% reduction in wages (this is already reflected in the hourly wage above), an additional 21 holiday hours, and continued earning of longevity and merit steps.

Commitment To Equity And Inclusion

As an employer, we strive to provide a work environment where diversity and differing opinions are valued, creativity is encouraged, continuous learning and improvement are fostered, teamwork and open/honest communication are encouraged, and meeting customer needs through quality service is a shared goal. All employees must be able to demonstrate multicultural competence the awareness, knowledge, and skills needed to work with others who are culturally different from self in meaningful, relevant, and productive ways. Applicants from traditionally underrepresented populations including women, racial and ethnic minorities, and persons with disabilities are especially encouraged to apply.

Definition

Under the direction of the Zoo's General Operations Manager, the Guest Services Coordinator drives the visitor experience by creating welcoming environments throughout the Zoo and provides data-driven recommendations for annual events and goals, guest service innovations and membership program enhancements. The Guest Services Coordinator plans and executes all on-site Zoo events and space rentals and assists in matters relating to the Zoo's operation. This position acts as one of the primary front-line personnel who interfaces with on-site guest service inquiries. This position coordinates all Zoo events to ensure guest and animal safety. The Guest Services Coordinator ensures safe operation of the Carousel and Train and assists the Volunteer Coordinator to ensure adequate coverage.

Examples Of Duties

Assists departmental management with safely securing onsite donation money, reconciling and setting up deposits and invoices and develops and maintains direct contact with community groups/organizations regarding donation opportunities. Resolves problems, communicates, assists, coordinates and interacts positively and professionally with guests, customers, suppliers, volunteers and employees. Schedules staffing for Guest Service office and Children's Zoo (Train and Carousel). Leads planning, set-up, execution and breakdown for private events. Compiles membership, donation and attendance reports. Assists with data entry and database management. Perform other duties as assigned.

Education, Training And Experience

Any combination of education, training and experience equivalent to a Bachelor's degree in business, marketing, customer service or related field and two (2) years performing guest relations, event coordination, sales or customer service responsibilities. One (1) year of database experience using CRM or POS software. Must be able to assist in any emergencies under direction of the assigned Duty Manager or Animal Care Manager. Must be available for work on weekdays and weekends, holidays, during emergencies, and scheduled events occurring during zoo hours and after hours. Must have a valid driver's license, or access to reliable personal transportation, or equivalent.

Background Check Statement: Some positions may require a criminal background check which can include fingerprinting due to the nature of the job's responsibilities. Wisconsin's Fair Employment Law, s. 111.31 111.395, Wis. Stats., prohibits discrimination because of an arrest or conviction record. However, Dane County may disqualify an applicant if the position's responsibilities are substantially related to the applicant's criminal history (e.g., the nature of the crime and its relationship to the position, whether hiring, transferring or promoting an applicant would pose an unreasonable risk to the business, its employees, customers and vendors, etc.) Management reserves the right to make employment contingent upon successful completion of the background check.

For Bilingual Positions:

• Provide services in both English and the required foreign language (e.g., Spanish, Arabic, Hmong, etc.).
• Applicants being considered for bilingual positions will be tested during the recruitment process prior to employment. This will primarily consist of passing an oral language proficiency assessment from English to foreign language and foreign language to English, but may require additional language testing, such as written translation, if it is an essential function of the job.

*If applicable, individuals may confirm with the Employee Relations Division whether results of bilingual language certifications/ examinations they currently hold qualify them for the position's bilingual designation.

Physical and Environmental Work Requirements: Ability to work indoors and outdoors in all weather conditions. Ability to walk, sit and stand for long periods. Ability to see and hear within normal ranges with or without adaptive devices. Ability to speak and be heard. Ability to sit, stand, stoop and bend. Ability to use finger, wrist and hand motions. Ability to lift and move a variety of work-related materials weighing up to 50 pounds unassisted. The work takes place in a variety of locations both indoors and outdoors. Requires frequent walking, standing, sitting and may be subject to adverse working conditions including crowded spaces, loud environments, dusty/dirty locations, poor weather and associated outdoor elements. Ability to handle stressful situations and individuals for guest services and events.

Knowledge, Skills And Abilities

Demonstrated ability to work well in collaborative relationships across organizations and teams. Ability to interpret guest needs and solve guest service issues in a polite and professional manner. Excellent interpersonal, verbal, written and presentation communication skills to effectively interact with Zoo visitors, volunteers and staff. Excellent customer service knowledge and skills. Must be self-motivated, proactive and able to work effectively under pressure. Ability to effectively promote organization and services offered. Strong decision-making skills. Creative problem solver who thrives when presented with a challenge. Detail oriented, able to accurately proofread and check columns of numbers for accuracy. Able to track several tasks simultaneously. Demonstrated good judgment, high integrity and personal values. Able to maintain the confidentiality of privileged information. Must demonstrate cultural competency; experience and/or ability to work and interact effectively with diverse, multicultural audience.