Guest Services Administrator

Adult Correction; North Carolina; On-site; USD 39,000 - 47,000; Full time

Job summary

North Carolina Zoo in Asheboro, NC is seeking a detail-oriented Guest Services Administrator to provide administrative and operational support for Admissions, Transportation, Environmental Services, and Events, with emphasis on Guest assistance and service recovery.

You will coordinate with multiple departments, manage calendars, arrange travel, and support safety inspections and Lost and Found activities, reporting to the Guest Services Manager.

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 to identify improvements.
• Familiarity with event logistics, transportation coordination, safety inspection documentation, or Lost and Found procedures.

Responsibilities

• Provide proactive Guest assistance and address inquiries and complaints with tact, implementing service recovery within policies.
• Document and track Guest feedback, follow up with Guests and staff, and summarize recurring issues for improvements.
• Coordinate calendars, communications, events, transportation requests, and operational changes across Guest Services.
• Provide administrative support including purchases, travel arrangements, meetings, records management, and training materials.
• Support Lost and Found through documentation, inquiries, and coordination of item recovery and return.
• Coordinate safety audits, inspections, and emergency response with Rangers as needed.

Skills

Guest services

Service recovery

Event logistics

Safety inspections

Customer inquiries handling

Job description

About Us

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. The position supports Guest-facing programs and regularly coordinates with other zoo departments on Guest-facing functions. Reporting to the Guest Services Manager, the employee works independently and exercises moderate judgment, initiative, and discretion in organizing work and addressing operational and Guest service needs.

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.

Knowledge Skills and Abilities/Management Preferences

Please note: Job postings close at 11:59:59 p.m. the night before the listed Posting End Date above.

Applicants meet the minimum qualifications of this position if they meet the minimum education and experience listed on the vacancy announcement. Vacancy specific knowledge, skills, and abilities (KSAs) and/or management preferences are not required. Applicants who possess the following are preferred:

• 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

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

Position/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 acti