Concierge - Guest Experience Expert

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 Concierge – Guest Experience Expert advances DZCA’s mission by creating memorable experiences that deepen guest connection to the organization and our mission. This role is key in personalizing service with creativity, intuition, and perception, assisting with membership sales, member relations, and custom itineraries. They interact with guests to ensure the “perfect day” at Denver Zoo Conservation Alliance, managing program registrations, processing transactions, and handling inquiries. The Concierge also resolves service issues, proactively drives sales to meet revenue goals, and stays informed about DZCA’s offerings. Financial responsibilities include processing payments, refunds, and adjustments. Additionally, the role supports various administrative tasks and provides cross-functional support within the Guest Experience division.

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

Program Registration and Fulfillment

• Respond to guest inquiries to complete registrations for items like field trips, education camps, and memberships.
• Utilize DZCA database, registration, and sales systems to process transactions according to established standards of work.
• Creates and sends registration confirmation documents and fulfillment packages.
• Provide refunds and reschedule programs and field trips as necessary.

Service Recovery

• Assist in resolving any guest service issues and recovering the relationship with a guest when their expectations are not met.

Communication

• Manage DZCA’s main phone line and guest care inbox daily, and update the daily page for internal communications.

Concierge Services

• Facilitate unique memories for guests that deepen their connection to DZCA and its mission by assisting in the development of custom itineraries that include additional paid programs and experiences.
• Schedule, registration, payment, and onsite check-in for VIP programs and experiences.
• Manage and develop relationships with members.
• Remain well-educated and informed about our website, program offerings, events, and general DZCA information.

Sales

• Responsible for proactive program and experience sales to help meet revenue goals.

Financial Responsibility

• Process transactions for the sales of park admissions, memberships, attraction tickets, and other offerings.
  
  • Receive payment by cash, check, credit cards, vouchers, or automatic debits.
  • Process receipts, refunds, credits, and adjustments for guests.

As needed, this position will also assist in the following:

• Administrative tasks such as sorting and delivering mail received in the Boettcher Welcome Center.
• Logging and facilitating guest redemption of DZCA Lost & Found.
• Training in other positions of the Guest Experience division to provide support as needed.
• Performs various duties as assigned.

Technical / Professional Requirements & Qualifications

• Adaptable team player with a passion for guest service and creating positive experiences.
• At least 1 year of experience in guest service, sales, or a customer-facing role.
• Proven experience and advanced proficiency with Microsoft Office Suite (SharePoint, Excel, Word, Teams).
• Experience with databases (Tessitura or other POS systems) is a plus, but not required.
• Strong communication skills with the ability to actively listen, engage, and support guests.
• Ability to thrive in a fast-paced, team-oriented environment while navigating challenges effectively.
• Problem-solving mindset with the ability to address guest concerns with empathy and professionalism.
• Commitment to staying informed about DZCA programs, events, and offerings to provide accurate information.

Position Conditions

• Ability to pass a background check and pre-employment drug & alcohol screen