** Concierge-Guest Experience Expert**

**Job Category****:** Guest Services **Requisition Number****:** CONCI001284 Showing 1 location **Job Details**

**Description**

**As part of our commitment to health and safety, Denver Zoo employees must be fully vaccinated against COVID-19. All persons offered a position will be required to provide valid proof of vaccination prior to starting employment.**

**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 of Inspiring Communities to Save Wildlife for Future Generations.

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: Welcoming, United, Transformative, Curious and Courageous in all that we do.

The Concierge-Guest Experience Expert will support Denver Zoo's mission by creating unique memories and custom itineraries for guests that deepen their connection to Denver Zoo and include additional paid programs and experiences. This position personalizes the delivery of service, using intuition, perception, and creativity; interacting with most guests to present, create and deliver the perfect day at Denver Zoo. Concierge - Guest Experience Experts take the initiative to deliver a wide range of services that guide guests through their entire stay.

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!

**Essential Duties and Responsibilities**

* ***Program Registration and Fulfillment*** **:** Respond to guest inquiries to complete registrations for items like field trips, camps and Up-Close Animal Encounters. Utilizes Denver Zoo database, registration and sales systems to process transactions according to established standards of work; creates and sends registration confirmation documents and fulfillment packages; provide refunds and reschedule programs and field trips as necessary.

* ***Service Recovery:*** Assist in resolving any guest service issue and recovering the relationship with a guest when their expectations are not met.

* ***Communication:*** Daily management of Denver Zoos main phone line, visitor information on the Zoos website and guest experience tools including Denver Zoos App, Today @ Denver Zoo and Live Guest Chat.

* ***Concierge Services:*** Facilitates unique memories for guests that deepen their connection to Denver Zoo and its mission by assisting in the development of custom itineraries that include additional paid programs and experiences. Scheduling, registration, payment and onsite check in for VIP programs and experiences. Managing and developing relationships with members.

* ***Sales:*** Responsible for proactive program and experience sales with sales and revenue goals.

* ***Financial Responsibility*** **:** Process transactions for the sales of park admissions, memberships, attraction tickets and other offerings while practicing proper cash handling procedures and ensuring the accuracy of funds.

Receive payment by cash, check, credit cards, vouchers, or automatic debits.

Issue receipts, refunds, credits, or change due to customers.

* Set priorities in alignment with Inspire Awe:

**Safety** first, always

**Care** demonstrated through exceptional guest service

**Connect** with each guest utilizing ROADMAPs guest engagement strategies and program development process

* Demonstrates a commitment to Denver Zoos Safety & Sustainability Policies by adhering to all environmental, safety, & health regulations, procedures, and goals

* Act in accordance with Denver Zoos Core Values of: Welcoming, Curious, Courageous, Transformative and United in all interactions with staff, guest, volunteers, and vendors.

**Other Responsibilities and Duties**

* Participate in Guest Experience Division activities including meetings, special events, Free Days, professional development opportunities, etc.

* Ability to work a regular schedule that may include one weekend day; ability to work some holidays and after hours.

* Remain well-educated about Denver Zoo website, program offerings, events and general Denver Zoo information.

* Attentiveness, with the ability to really listen to guests and build a relationship.

* Positive personality and willingness to work as part of a team.

* Ability to work in a fast-paced, dynamic environment.

* Demonstrated problem-solving ability.

**Technical / Professional Requirements & Qualifications**

* 2 years experience in a high-volume guest services, sales or call center environment.

* Strong technology skills with knowledge in Windows-based applications including but not limited to databases, internet, spreadsheet, word processing.

* Database Experience (ATMS) a significant plus.

* Support promotion and marketing efforts as requested.

* A passion for guest service.

* Attentiveness, with the ability to really listen to guests and build a relationship.

* Effective communicator with a high level of verbal and written communication skills.

* Willingness to learn.

**Position Conditions**

* Ability to pass a background check and pre-employment drug and alcohol screen.

**Compensation**

Range for this position is $16.00-$19.00 hourly.

**Benefits**

This is a full-time position with excellent benefits including medical, dental and vision benefits; life insurance; short term and long-term disability; 403(b) retirement plan; and vacation and sick leave.

**Application Process and Timelines**

Application deadline: February 9th, 2022. Review of applications will begin immediately. Denver Zoo reserves the right to close the position prior to this date.

As part of our commitment to health and safety, Denver Zoo employees must be fully vaccinated against COVID-19. All persons offered a position will be required to provide valid proof of vaccination prior to starting employment. Exemptions based on approved medical reasons or sincerely held religious beliefs will be considered. We do ask for employees to upload their vaccination card into our HRIS for documentation. This information is kept confidential.

Black, Indigenous, and People of Color (BIPOC) and others who identify as nonwhite, people with disabilities, members of the LGBTQIA community, and those with lived experience with racism and/or misogynoir are encouraged to apply for this role.

**Denver Zoo is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected status or any other characteristic protected by law.**

**Skills**

**Education**

**Experience**