Guest Care Center Coordinator-Projects

Denver Zoo Denver , CO 80205

Posted 8 months ago

Denver Zoo is a leader in animal care, wildlife conservation, and education. We are passionate about our commitment to excellence in support of our mission to secure a better world for animals through human understanding.

Denver Zoo 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 Behaviors of: Passion, Respect, Innovation, Diversity, and Excellence in all that we do.

Denver Zoo's Guest Care Center department has an opportunity for a full time Guest Care Center Coordinator-Projects to over see a variety of communication avenues we use to reach Denver Zoo visitors, including but not limited to formatting email and phone call content/responses, updating Denver Zoo app content and editing digital displays. This position will also manage the development and modification of a variety of standard operating procedures in collaboration with various teams and departments. Candidates should have a passion for customer service and three years of experience working with communications, guest services or public relations.

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, Denver Zoo is the place for you!

In this role, you will:

  • Create and maintain a writing style for guest correspondence within the Guest Care Center that guarantees a uniform, singular voice to our guests, and reflects a high level of professionalism as well as commitment to exceptional guest service.

  • Develop written standard operating procedures supporting all facets of the department, including communication processes.

  • Review and proofread outgoing documents to ensure excellence in communication and exceptional guest service.

  • Analyze guest feedback and report metrics and trends to management with valuable insight pertaining to guest comments.

  • Perform Guest Care Center fulfillment functions as needed, including providing each Zoo guest exceptional hospitality and quality service; ensuring successful program registration and fulfillment (program and field trip registrations, event ticket sales, memberships, adopt-an-animal, donations, etc.)

  • Set priorities in alignment with Inspire Awe:

  • Safety first, always.

  • Care demonstrated through exceptional guest service

  • Connect with each guest utilizing ROADMAP in all programs and GIG strategies with guests

  • Demonstrate a commitment to Denver Zoo's Sustainability Policies by adhering to all environmental, safety, & health regulations, procedures, and goals.

  • Act in accordance with Denver Zoo's Core Behaviors: Passion, Respect, Innovation, Diversity, and Excellence in all interactions with staff, guest, volunteers, and vendors.

The Successful Candidate will have the following qualifications:

  • Willingness to thrive in a fun, fast paced, dynamic team environment.

  • High-energy, adaptive team player with a passion for guest services.

  • Minimum 3 years communications, guest services or public relations experience in a theme park, hotel or other hospitality required.

  • Demonstrates exceptional writing skills with the ability to write in different styles to meet the needs of each guest.

  • Excellent problem/resolution skills, along with outstanding communications skills, and active listening skills.

  • Proven ability to work well under pressure and simultaneously manage multiple projects.

  • Proficient in Microsoft Word, Excel, Twitter, Facebook, Yelp, Trip Advisor and Publisher.

  • Ability to work weekend, holiday and evening hours, as needed (regular schedule will be Tuesday-Saturday)

Completed applications must be submitted by April 22, 2019

Denver Zoo reserves the right to close the position prior to the above date.

Denver Zoo is an Equal Opportunity Employer

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Guest Care Center Coordinator-Projects

Denver Zoo