Guest Services & Operations Coordinator

State of North Carolina - Natural and Cultural Resources; North Carolina; 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 for Admissions, Transportation, Environmental Services, and Events, with emphasis on guest assistance and service recovery.

Reporting to the Guest Services Manager, you will coordinate calendars, logistics and travel, manage records and training materials, support Lost and Found, safety inspections, and collaboration with other zoo departments.

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.

Responsibilities

• Provide proactive Guest assistance, respond to inquiries and complaints with tact and discretion, and implement 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.

Skills

Guest services experience

Service recovery

Administrative support

Training/supervision of staff

Feedback/reporting

Education

High school diploma or GED

Tools

Calendar software

Purchasing systems

Travel coordination tools

Job description

The North Carolina Zoo 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.

Reporting to the Guest Services Manager, you will coordinate calendars, logistics and travel, manage records and training materials, support Lost and Found, safety inspections, and collaboration with other zoo departments.