Guest Experience Coordinator - TZ

Taronga Conservation Society Australia; Council of the City of Sydney; On-site; AUD 60,000 - 80,000; Part time

Job summary

A leading conservation organization is looking for casual Guest Experience Coordinators at Taronga Zoo to provide exceptional customer service. Candidates need at least two years of relevant experience and must hold a current NSW Driver’s License. The position offers shifts of 3 days per week, beginning in November 2025. Responsibilities include mentoring team members, ensuring customer satisfaction, and adhering to safety practices. Applications close on 19 October 2025.

Qualifications

• At least two years of experience in Customer Service, Tourism, or Hospitality.
• Ability to lead and mentor a team.
• Willingness to comply with safety and sustainability practices.

Responsibilities

• Lead and supervise front-facing personnel.
• Ensure high-quality customer service.
• Communicate conservation messages effectively.
• Facilitate rostering and administration tasks.
• Reporting workplace safety incidents.

Skills

Leadership experience

Customer service skills

Communication skills

Problem-solving skills

Education

NSW Driver’s License

Tools

First Aid and CPR Certificates

Job description

Located at Taronga Zoo, Mosman, this is a casual position offering a TCSA Wages Employee Award, GEC hourly base rate of $32.32 per hour from Monday to Friday, with additional weekend, public holiday, and after-hours penalty rates where applicable.

Looking to secure a shared future for wildlife and people? Taronga is seeking multiple Guest Experience Coordinators (GEC) to lead and supervise a team of frontline personnel to perform specific tasks and perform supervisorial duties to enhance the Guest Experience.

About the Role

• Shifts typically range from 8:30am or 9:30am till 4:30pm or 5:30pm.
• Approximately 3 shifts per week are on offer, with the opportunity for more.
• This role provides a world-class customer service experience across all visitor operations and programs. All on-the-job training is provided.
• Taronga is seeking casual Guest Experience Coordinators to join the team as the zoo prepares for the school holiday periods leading into Summer/School holidays, with commencement of the role in mid to late November 2025.

The role of GEC involves collaborating with the team and leading front-facing staff in providing a world-class customer service experience across the zoo.

Key Accountabilities

• Comply with Taronga’s Customer Service Charter and suggest initiatives for further improvement to ensure industry-leading standards are maintained.
• Lead, mentor, and coach a team of Guest Experience Officers to deliver high-quality customer service experiences and promote repeat visitation.
• Communicate Taronga’s education and conservation messages, ensuring all communications align with Taronga’s values and vision.
• Work effectively as a member of a high-performing team to assist Taronga in achieving strategic outcomes.
• Complete the facilitation of rostering, approving timecards, refund requests, compilation, and reporting of WHS inspections and other forms of administration in a timely manner.
• 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.

About You

Candidates should have demonstrated at least two years of experience within the Customer Services, Attractions, Amusements, Tourism, Museums, or Hospitality industry, preferably in a leadership position.

• Obtain and maintain a current paid NSW Working with Children Check at your own expense.
• Hold and maintain current First Aid and CPR Certificates at your own expense.
• Hold and maintain a current NSW Driver’s License.

About Applying

Please submit your resume and a cover letter of one page. You are also required to complete the two target questions as part of your application.

1. In a hundred words or less, tell us about a time when you had to resolve an issue for a guest in a tourism, hospitality, or attractions environment. What happened, and what did you do to ensure a positive outcome for all involved?
2. In a hundred words or less, please outline an emergency, evacuation, or WHS procedure that you led or actioned, which involved a number of departments to demonstrate or resolve a safety or risk issue at the workplace.

Applications close on Sunday, 19 October 2025, at 11:59pm. Shortlisted candidates will need to be available to attend a 30-minute face-to-face interview at Taronga Zoo, Mosman, on Monday, 27 or Tuesday, 28 October 2025, between 9am and noon.