Business Administrator

Kaizen Lab Inc.; Baltimore (MD); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

24 days PTO

Sick leave

Paid holidays

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401(k) with employer match

Zoo membership + guest passes

Job summary

Maryland Zoo is seeking a Business Administrator to provide exceptional guest services, administrative support, and help coordinate office activities at Mansion House. You will greet visitors, assist with events, manage reservations for education programs, and support cross-department collaboration while upholding Zoo values and mission.

Ideal candidates have strong customer service experience, basic office software skills, and familiarity with POS systems.

Qualifications

• Customer service experience required.
• Six months of administrative support or related experience strongly preferred.
• Basic knowledge of Microsoft Office, Google Workspace, and web-based applications required.
• Familiarity with Point-Of-Sale systems strongly preferred.

Responsibilities

• Greet visitors and direct them to appropriate staff.
• Inform staff when vendors arrive and need escorts.
• Sell Zoo products or services and answer inquiries.
• Inform guests about events, programs and campus information.
• Answer and direct incoming calls; take messages and provide information.
• Maintain knowledge of Zoo products, pricing, and exhibits and assist with reservations.
• Coordinate scheduling of Mansion House conference rooms and related spaces.
• Process and distribute mail; manage receivables and courier services.

Skills

Customer service

Verbal communication

Written communication

Hospitality

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Microsoft Office

Google Workspace

Point-of-Sale systems

Job description

General Summary

General Summary: The Business Administratorwill provide customer service and hospitality, coordinate and manage officeactivities, and provide administrative and organizational support. Responsibilities include intercepting incoming communications into the Zoo anddirecting individuals to the appropriate department or employee. The BusinessAdministrator is responsible for exciting, engaging and entertaining guests ina manner that promotes a positive Zoo experience. This position reports to the AssistantDirector of Guest Services – Sales & Revenue. Additionally, the BusinessAdministrator will support the Zoo’s mission to save wildlife and protect wildplaces and contribute to its environmental, social, governance sustainability,conservation, education, and DEAI (Diversity, Equity, Accessibility, andInclusion) goals.

To meet current businessdemands of the Maryland Zoo, the Business Administrator schedule covers a seven-dayschedule that includes mandatory weekend coverage. The Business Administratorworks five consecutive days each week at the Zoo’s Mansion House and serves asthe first person that guests encounter upon their entry into the building.

Essential Functions

Information, Sales and Customer Service

• Greetvisitors, vendors, and other guests entering the Mansion House and contact appropriatestaff or departments to direct them accordingly.
• Informdepartment contacts when vendors arrive and need escorts.
• Knowledgeof all Zoo products and the ability to sell Zoo products or services
• Knowledgeof Zoo’s website to assist with email or phone inquiries about Zoo events,programs or campus.
• Provideguests with informaton on all aspects of the Zoo experience, exhibits,on-ground activities (including times and locations), routes through the Zoo,construction, shuttles, rides, attractions and membership information.
• Responsiblefor answering and directing incoming telephone calls, screening inquiries,taking messages, and providing information in a timely, courteous andprofessional manner.
• Interactin a consistently pleasant and helpful manner to fellow employees, volunteers,guests, vendors, and other visitors of the Zoo and demonstrate the higheststandards of internal and external customer service.
• Respondappropriately to guest questions, comments and concerns internally andexternally.
• Triageand respond to online guest inquiries and feedback.
• Troubleshootand resolve guest order issues in a timely manner.
• Developand maintain comprehensive knowledge of Zoo products and services that includeaccurate pricing as well as knowledge of animal collection and exhibits.
• Obtainaccurate and detailed information from customers in order to complete andconfirm reservations.
• Promotethe mission of the Zoo.
• Communicatewith all personnel, volunteers, visitors, vendors and contractors in aprofessional manner.
• DistributeZoo literature, including but not limited to maps, event flyers, Zoograms andother Zoo literature, and maintain appropriate par levels.

Organizationaland Business Support

• AssistMansion House administrative staff including the Zoo’s president
• Assisteducation, group sales, development, events, marketing and communicationdepartments as needed for cross utilization of skills and manpower.
• Performother duties as assigned by all departments.
• AssistGuest Services department with administrative responsibilities and paperwork.
• Assistthe Education team in making reservations with educators who need information.or would like to book a field trip at the Zoo via the State of Maryland’s freefield trip program.
• Completeand mail all confirmation materials in accordance with educational grantstandards, as needed.
• Maintaina filing system for tracking pertinent information in regards to each bookingfor education programs.
• Utilizethe Zoo email system to communicate effectively for all business needs.
• Providea variety of clerical duties; perform other duties as assigned.
• Accuratelyprocess and distribute incoming mail and act as point person for allreceivables including but not limited to FedEx, UPS and courier services.
• Providefield support in other Guest Services work areas as needed.
• Assistin maintaining group calendar for scheduling Mansion House conference rooms,administration golf carts, and on-grounds Penguin Encounters.

DatabaseManagement, Communications and Safety Support

• Proficientwith the use of Zoo’s software system and databases to sell Zoo productsand make guest reservations for events and programs via phone or internet.
• Responsiblefor point-of-sale data input, data ownership and accuracy of all constituentrecords.
• Knowledgeof database functions and reporting.
• Assistwith database management.
• Respondand resolve any issues in the point of sale system.
• Knowledgeand use of campus-wide radio system to communicate or assist with informationin regards to safety protocol or procedures.
• Serveas communication dispatcher during emergency situations and assist the SecurityDepartment to serve as their dispatcher when needed.
• Knowledgeof code alpha and code beta procedures.
• Monitorguest behavior to ensure their safety at the Zoo; ensure guest safety at alltimes.
• Performduties in coordination with administration staff; report any issues, supplyneeds, and necessary ground floor repairs, etc. to administrative personnel.
• Monitorall staff radio communication and respond to calls at Base as needed.
• Ensureguest safety at all times.
• Adhereto all policies and procedures at the Zoo.
• Maintaincleanliness at work location.
• Compileand distribute verbally the Zoo’s daily report for personnel.
• Communicatewith fellow employees by radio contact as needed following Zoo radio etiquetteand protocol at all times.
• Contactappropriate staff to resolve guest issues.
• Interactin a professional, polite and informed manner with all personnel, volunteers,visitors, vendors and contractors.

Minimum Qualifications

Hospitality

• Friendly, outgoing, andapproachable;
• Possess a positive andpatient attitude; and,
• Possess excellent verbal andwritten communication skills.

Education

• High school diploma or GEDequivalent required; and,
• Bachelor’s Degree preferred.

Experience/Training

• Customer service experiencerequired;
• Six months of administrativesupport or related experience strongly preferred;
• Basic knowledge of MicrosoftOffice, Google Workspace, and web-based applications required; and,
• Familiarity withPoint-Of-Sale systems strongly preferred.

Working Conditions

• Ability to work a flexibleschedule to include weekends, holidays, and special events;
• Must be able to exert up to35 pounds of force to lift, push, pull, carry, or otherwise move objects;
• Exposure to potentialenvironmental hazards such as poison oak/ivy, uneven terrain, insectbites/stings, and Hepatitis B depending on the position.

Equipment

• Must be able to operate acomputer, two-way radio, multi-line telephone, copier/ scanner, etc.

Traits Desirable

• Ability to work withindividuals from a wide variety of ethnic, cultural, and economic backgrounds.
• Reliable and punctual workethic.

Benefits

• We offer an excellent benefits package including 24days of Paid Time Off (PTO), Sick and Safe Leave, and 2 paid holidays.
• Eligible for medical, dental, vision, short- andlong-term disability and life insurance.
• 401(k) with employer match.
• Zoo membership plus 16 guest passes.

Disclaimer

Thestatements above are intended to describe the general nature and level of workbeing performed by employees assigned to this classification. They are notintended to be construed as an exhaustive list of all responsibilities, dutiesand/or skills required of all personnel so classified. Therefore, managementreserves the right to revise the job or to require that other or differenttasks be performed when circumstances change.