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