Guest Experience Coordinator - Taronga Zoo

Taronga Conservation Society Australia; Sydney; Hybrid; AUD 80,000 - 95,000; Full time

Benefits offered by this job

Flexible hybrid work model

Complimentary passes for family and/or

Free onsite parking

Discounts on accommodation

Discounted food and beverages

Discounted Fitness Passport

Social team / events

Job summary

Taronga Zoo Sydney is seeking experienced Guest Experience Coordinators to lead frontline teams and ensure memorable guest experiences at one of Australia’s iconic attractions.

You will balance guest experience with safety and operational priorities, coaching staff and coordinating resources during peak periods, holidays and events. The role requires strong communication, problem-solving and a calm, responsive leadership style.

Qualifications

• Experience leading, coaching or supervising teams in busy, customer-facing environments.
• Strong customer service and communication skills.
• Ability to make decisions in fast-paced operations.
• Experience handling guest concerns and incidents.

Responsibilities

• Lead, coach and support frontline teams across guest-facing areas.
• Coordinate daily operational activities and liaise with other teams.
• Manage guest issues and service recovery during busy periods.
• Provide briefings and operational directions to staff.
• Maintain safety, presentation and customer service standards.
• Complete rostering, administration and reporting as required.
• Support incident and emergency responses when needed.

Skills

Team leadership

Customer service

Communication

Decision making

Guest issues handling

Emergency response

Weekend availability

Outdoor work

Education

First Aid and CPR Certification

Working With Children Check (NSW)

Job description

• Located at Sydney’s Iconic Taronga Zoo
• Casual opportunities available
• TCSA Wages Employee Award, Guest Experience Coordinator, all-purpose rate - $41.48 per hour Mon to Fri (+ additional weekend/ Public Holiday and after-hours penalty rates where applicable)

Taronga Zoo Sydney is looking for experienced and motivated Guest Experience Coordinators to join our team!

Lead from the front at one of Australia's most recognised visitor attractions

Taronga Zoo welcomes more than a million guests each year. Behind every memorable guest experience is a team of passionate frontline staff, and behind those teams are Guest Experience Coordinators.

We're looking for confident, capable leaders who enjoy working with people, building team culture, solving problems and supporting operations in a fast-paced environment.

This is a hands-on leadership role. One moment you might be coaching a new team member, the next responding to a guest issue, supporting an operational incident or helping coordinate resources during a busy school holiday period.

No two days are the same.

About the Role…

Guest Experience Coordinators are frontline operational leaders who balance guest experience, team leadership, safety and operational priorities in a dynamic visitor environment.

You will play a key role in ensuring our frontline Guest Experience Officers are supported, informed and equipped to deliver safe, enjoyable and memorable experiences for our guests.

Successful Coordinators remain calm under pressure, communicate clearly and can adapt quickly when priorities change.

• Comply with Taronga’s Customer Service Charter and suggest initiatives for further improvement to ensure industry leading standards are maintained.
• Communicate Taronga’s education and conservation messages both internally and externally, ensuring all communications align with Taronga’s values to inspire change in accordance with Taronga’s vision and strategic pillars.
• Work effectively as a member of a high performing team, to assist Taronga in its achievement of strategic outcomes.
• Comply with and suggest sustainability practices in the workplace to help achieve Taronga’s sustainability targets and reduce environmental impact.
• Comply with and report any Work, Health and Safety incidents in line with Taronga’s Work, Health and Safety Charter.
• Understand and deliver procedures associated with the Taronga Emergency and Evacuation Response Plan.
• Lead, coach and support frontline teams
• Manage guest issues and service recovery
• Coordinate daily operational activities across guest-facing areas
• Support incident and emergency responses when required
• Provide briefings and operational directions to staff
• Maintain high standards of presentation, safety and customer service
• Complete rostering, administration and reporting requirements
• Work closely with operational teams across the Zoo

About You…

We are looking for candidates that have:

Key Knowledge & Experience:

• Experience leading, coaching or supervising teams in a busy, customer-facing environment; supporting inexperienced and developing staff
• Strong customer service and communication skills
• Confidence making decisions in busy operational environments
• Experience managing guest, customer or stakeholder concerns
• A positive and supportive leadership style
• Experience responding to guest complaints, operational issues and unexpected situations
• Ability to balance guest experience, operational priorities and safety requirements
• Experience responding to emergencies and supporting operational disruptions
• Current NSW Driver Licence
• Current First Aid and CPR Certificate, or willingness to obtain
• Current paid NSW Working With Children Check, or willingness to obtain
• Availability to work weekends, public holidays, peak visitation periods and special events
• Ability to work regularly in outdoor environment with varying weather conditions

Our employees enjoy generous employment conditions including some of the following:

• Flexible Hybrid work model - Taronga supports a blend of in-office, remote, and on-the-go workers!
• Complimentary family and friends passes across both Taronga’s Sydney & Dubbo Zoo’s
• Free onsite car parking, outside of peak periods
• A wide range of discounts on our award winning accommodation across both sites
• Discounted food and beverage purchases across the sites
• Discounted Fitness Passport
• We’re a social team - there’s always lots going on around the zoo that we get involved with!
• + more!

Taronga is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, culture, religion, language or personal circumstances.

Taronga is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation.

Applications Close:11:59pm Sunday 13 September 2026