Guest Services Administrator

Natural and Cultural Resources; Georgia; On-site; USD 39,000 - 47,000; Full time

Job summary

The North Carolina Zoo is seeking a detail-oriented Guest Services Administrator to provide administrative and operational support across Admissions, Transportation, Environmental Services and Events, focusing on guest assistance, service recovery and feedback.

Responsibilities include coordinating calendars and event logistics, handling travel and purchasing, supporting Lost and Found, and assisting with safety inspections.

Qualifications

• High school diploma or GED with two years related administrative experience.
• Experience providing guest services in public-facing settings.
• Experience in calendar coordination, purchasing, travel and records management.
• Ability to train, schedule or supervise seasonal staff.
• Familiarity with event logistics, transportation coordination, safety inspections, or Lost and Found.

Responsibilities

• Provide proactive Guest assistance and respond to inquiries and complaints with tact and discretion, implementing service recovery within policies.
• Document and track Guest feedback and concerns, coordinate timely follow-up with Guests and staff, summarize recurring issues for service improvements.
• Coordinate calendars, communications, event logistics, special transportation requests, and assist other Zoo departments with Guest-facing needs.
• Provide administrative support including purchase requests, travel arrangements, meetings, records management and training material preparation.
• Support Lost and Found through documentation, inquiries, and coordination of item recovery and return.
• Coordinate safety audit and inspection schedules, maintain records, conduct fire extinguisher inspections, report hazards and support emergency actions with Rangers.

Skills

Guest services

Service recovery

Calendar coordination

Travel arrangements

Reports on feedback

Education

High school diploma or GED

Two years administrative experience

Job description

The North Carolina Department of Natural and Cultural Resources (DNCR) enriches people’s lives through education and stewardship of North Carolina’s natural and cultural resources. DNCR manages over 100 locations across the state, including historic sites, museums, state parks, trails, aquariums, the North Carolina Zoo, the Library of North Carolina, the State Archives, the North Carolina Arts Council, the African American Heritage Commission, the American Indian Heritage Commission, the State Historic Preservation Office, the Office of State Archaeology, the Highway Historical Markers program, the North Carolina Land and Water Fund, and the Natural Heritage Program. These programs and places unite North Carolinians, create a shared identity, and provide common ground. For more information, please visit www.dncr.nc.gov. We encourage you to apply to become a part of our team.

Description of Work

Join the North Carolina Zoo during an exciting period of growth as we prepare for the opening of Asia! The North Carolina Zoo is seeking to hire a detail orientated and enthusiastic Guest Services Administrator. The Guest Services Administrator provides administrative and operational support for the daily activities of Admissions, Transportation, Environmental Services, and Events, with an emphasis on Guest assistance, service recovery, and feedback.

Key Responsibilities

• Provide proactive Guest assistance, respond to inquiries and complaints with tact and discretion, and implement appropriate service recovery within established policies and procedures.
• Document and track Guest feedback and concerns, coordinate timely follow-up with Guests and appropriate staff, and summarize recurring issues to support service improvements.
• Support daily operations across Guest Services branches by coordinating calendars, communications, event logistics, special transportation requests, and operational changes; assist other Zoo departments with Guest-facing operational needs.
• Provide administrative and office support, including purchase requests, travel arrangements and reimbursements, meeting coordination, records management, reports, and preparation of procedures and training materials.
• Support Lost and Found through item documentation, responses to Guest inquiries, and coordination of item recovery and return.
• Coordinate safety audit and inspection schedules, maintain records, conduct assigned fire extinguisher inspections, report hazards, and support corrective actions; coordinate emergency medical assistance with Rangers when needed.

Salary

Recruitment Range: $39,244 - $47,393

Preferred Qualifications

• Experience providing Guest services or service recovery in a zoo, attraction, museum, hospitality operation, or similar public-facing setting.
• Experience providing administrative support to multiple operational teams, including calendar coordination, purchasing, travel, and records management.
• Experience in training, scheduling, or supervising seasonal employees or front-line service teams.
• Experience tracking Guest feedback and preparing reports that help identify service or operational improvements.
• Familiarity with event logistics, transportation coordination, safety inspection documentation, or Lost and Found procedures.

Position and Physical Requirements

Work schedule: Thursday - Monday, 8:30am - 5:00pm.

Must be able to work during Zoo operational hours and after hours as assigned to support operations, special events, and related duties. Must have the ability to perform regular office and Guest service duties involving computers, telephones, radios, office equipment, and in-person communication. Must have the ability to access assigned zoo work areas to conduct safety inspections and support Guest services activities.

Location

This position is located at: 4401 Zoo Parkway Asheboro, NC 27205.

Minimum Education and Experience

High school diploma or General Educational Development (GED) diploma AND two years of related administrative experience; or equivalent combination of education and experience.

About the North Carolina Zoo

The North Carolina Zoo exists for the enjoyment, education and inspiration of all our citizens and guests. The North Carolina Zoo mission is to protect wildlife and wild places and inspire people to join in conserving the natural world. This mission encompasses both domestic and international efforts, focusing on wildlife conservation, habitat preservation and promoting environmental stewardship.

EEO Statement

The Department of Natural and Cultural Resources (DNCR) selects applicants for employment based on required education and experience and job-related knowledge, skills, and abilities without regard to race, religion, color, national origin, sex, pregnancy, gender identity or expression, sexual orientation, age (40 or older), disability, National Guard or veteran status, genetic information, political affiliation, or political influence. We are an Employment First state, ensuring that people with disabilities have equal opportunities to succeed in the state government workplace. DNCR supports pay equity for women, establish paid parental leave for birth, adoption, and foster care, and implement fair chance policies. Join a team that welcomes, values, respects and supports all members of our work community.