Guest Operations Coordinator

Denver Zoo Conservation Alliance (DZCA) honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect, and by embracing our Core Values of: Welcoming, Curious, United, Courageous, and Transformative in all that we do.

The Guest Operations Coordinator supports the delivery of an exceptional guest experience by coordinating service standards and guest-facing operations to ensure the consistent delivery of high-quality experiences that align with organizational goals and ensure the zoo campus is a safe, welcoming, and engaging environment for all. 

The ideal candidate brings a strong understanding of front-line team leadership, operational execution, and excellence in guest service, and is motivated to work collaboratively to create an excellent guest experience.

Our team is made up of passionate and diverse professionals dedicated to providing excellent care for our animals while creating meaningful experiences for our guests. If you're excited to contribute your skills in a collaborative and innovative environment, Denver Zoo Conservation Alliance is the place for you!

Essential Duties and Responsibilities

Leadership Support

• Serve as shift supervisor, adjusting schedules and deploying frontline staff to meet operational needs and guests' demands.
• Support staff as a resource by providing guidance on standard operating procedures and ensuring effective use of tools and systems.
• Provide in-the-moment feedback and document basic performance observations; identify areas of growth and recognition.
• Foster a collaborative, guest-focused team culture by leading by example and promoting professionalism in all interactions.  

Training

• Provide instruction on policies, procedures, and the appropriate use of systems and tools.
• Lead on-the-job location training for new Specialists and Seasonal staff. 
• Track and report training progress and contribute to the continuous improvement of training practices.
• Identify knowledge and skill gaps and provide timely guidance and support.
• Assist in developing training programs, SOPs, and team development initiatives to continually improve service standards.

Guest Operations 

• Support shift coverage by performing duties of Specialists and Seasonal staff as needed.
• Monitor cleanliness, safety, and experience standards. 
• Model and reinforce friendly, helpful, and mission-aligned guest interactions.
• Verify all attraction and experience checklists are complete before opening and that any issues have been resolved or reported.
• Ensure attractions and experiences are open and closed on time and operate according to procedures. 
• Assist leadership with in-the-moment adjustments to operations to ensure smooth, efficient, and strategic guest flow.  
• Resolve guest issues or service breakdowns promptly and professionally. 

Program Development and Maintenance 

• Assist with developing and implementing guest operation plans and experience standards that guide the delivery of services, processes, places, and people, allowing an exceptional guest experience to occur while maintaining safety rules and regulations.
• Monitor workload distribution and ensure accurate staffing plans are provided to the Staffing and Resources Team. 
• Observe and report on guest and staff needs, advocating for resources that improve safety and enrich the guest experience. 

Communication 

• In the absence of Guest Operations leadership, act as liaison to Zoo departments and external agencies for operational needs.
• Produce and maintain required documentation for licenses and accreditation.
• Maintain communications with staff and model proper etiquette using radio, phone, and email. 
• Document operation impacts, experience barriers, and guest feedback in the daily log. 
• Provide clear handoff communication between shifts.

Other Duties & Responsibilities

• Other assistance, as designated by the Guest Operations Manager, to support the overall goals of the department and organization. Denver Zoo Conservation Alliance retains the right to add or change duties and/or responsibilities at any time.
• Staff Coordination: Guide, support, and coordinate the daily work of Specialists and Seasonal Staff; provide on-the-job training, oversight, and peer leadership while supporting departmental standards and objectives.
• Acts as a good steward of DZCA resources.
• The nature of this position requires safegua