Guest Experience Officer

Company description:

At Taronga Zoo in Sydney and Taronga Western Plains Zoo in Dubbo, we lead conservation efforts in the field and participate in regional and global conservation breeding programs to establish insurance populations for species threatened in the wild. We also operate two wildlife hospitals that treat and rehabilitate injured native wildlife, as well as providing best practice health care for the animals at our Zoos.

Taronga has a deep commitment to conservation science. In Australia and internationally, we work with universities, governments and conservation partners to respond to challenges impacting wildlife and people. We also have a proud tradition of delivering conservation education programs that increase knowledge and awareness and inspire students to become global leaders in conservation. Taronga receives support from the NSW Government and the Taronga Foundation. Established in 2000, the Taronga Foundation raises funds for conservation, education programs and wildlife in our care.

Job description:

• Work at the iconic Taronga Zoo, Sydney
• Be part of a luxury eco-retreat, consistently rated among the best hotels in Sydney
• Enjoy an exciting, varied role with career growth in hospitality and tourism
• Join a team that inspires a shared future for wildlife and people

Taronga Zoo Sydney is seeking enthusiastic and motivated Guest Experience Officers to join our team at the award-winning Wildlife Retreat at Taronga.

If you're passionate about creating unforgettable guest moments and thrive in a role where no two days are the same, we'd love to hear from you.

About the Role…

As a Guest Experience Officer, you'll deliver exceptional service to Retreat guests while sharing Taronga's vision for conservation and education. We are recruiting for:

Reception

• Be the welcoming face of the Retreat from check-in to check-out
• Deliver warm, genuine service, ensuring guests feel valued and cared for
• Typical shifts are 8 hours, starting between 7am and 1pm

Guided Tours

• Lead guests through unique animal encounters, sharing stories of Australian wildlife and conservation
• Deliver morning tours (7am-10am) and afternoon/evening tours (2pm-9pm)
• Inspire guests with Taronga's mission to secure a shared future for wildlife and people

Key Accountabilities…

• Provide industry-leading guest service in line with Taronga's Customer Service Charter
• Communicate Taronga's conservation and education messages in an engaging way
• Work collaboratively as part of a high-performing team
• Support sustainability initiatives and help reduce environmental impact
• Maintain a safe workplace by following Taronga's Work, Health & Safety Charter

About You…

We're looking for team members who are passionate about people and thrive in a fast-paced, guest-focused environment. You will bring:

• Outstanding customer service skills and a warm, professional manner
• A current NSW Working with Children Check (paid), or willingness to obtain at your own expense
• The ability to connect with and positively engage a wide range of guests
• A collaborative mindset, showing kindness, respect, and support to colleagues
• Physical stamina to be on your feet for extended periods, with some moderate to heavy lifting and reaching required
• Flexibility to work across a rotating roster, covering a 7-day operation, 365 days a year

Desirable (but not essential):

• Proficiency in additional languages
• Previous experience in a hotel, tourism, or hospitality environment

Benefits…

Our employees enjoy generous employment conditions including some of the following:

• Complimentary family and friends passes across both Taronga's Sydney & Dubbo Zoo's
• Free onsite car parking, outside of peak periods
• A wide range of discounts on our award winning accommodation across both sites
• Discounted food and beverage purchases across the sites
• Discounted Fitness Passport
• We're a social team - there's always lots going on around the zoo that we get involved with

We Value Diversity…

Taronga is an equal opportunity employer, where we recognise the diversity of our workforce and community - be it on the basis of gender, age, culture, religion, language or personal circumstances.

Taronga is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation.

About Applying…

Please submit your resume and a cover letter of one page. You are also required to complete the two target questions as part of your application.

1. We aim to provide a memorable guest experience. Have you encountered, or delivered, exceptional customer service? Briefly describe the scenario.
2. Please explain why providing a memorable guest experience is important to us

Applications Close:11:59pm Sunday 14 September 2025

We offer:

Taronga is more than just a workplace - we're a collaborative community of kind and respectful people who share a passion for making a positive impact on the world.