Guest Experience Coordinator

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:

• Located at Taronga Zoo, Mosman
• Casual position
• TCSA Wages Employee Award, GEC hourly base rate $32.32 per hour Mon to Fri + additional weekend/ Public Holiday and after-hours penalty rates where applicable

Looking to secure a shared future for wildlife and people?

Taronga is looking for multiple Guest Experience Coordinators (GEC) to lead and supervise a team of frontline personnel to perform specific tasks and perform supervisorial duties to enhance the Guest Experience.

About the Role…

• Shifts typically range from 8:30am or 9:30am till 4:30pm or 5:30pm;
• Approximately 3 shifts per week on offer + opportunity for more;
• This role provides a "world class" customer service experience across all visitor operations and programs - All on the job training provided
• As Taronga prepares for the school holiday periods leading into Summer/ School holidays, we are seeking casual Guest Experience Coordinators to join the team. Commencement of the role will be mid to late November 2025.

The role of GEC involves collaborating with the fantastic team, and leading front-facing staff in providing a 'world class' customer service experience across the Zoo.

Key Accountabilities…

• Comply with Taronga's Customer Service Charter and suggest initiatives for further improvement to ensure industry leading standards are maintained.
• Lead, mentor and coach a team of Guest Experience Officers to deliver high quality customer service experiences in order to provide excellent guest experience and promote repeat visitation.
• Communicate Taronga's education and conservation messages both internally and externally, ensuring all communications align with Taronga's values to inspire change in accordance with Taronga's vision and strategic pillars.
• Work effectively as a member of a high performing team, to assist Taronga in its achievement of strategic outcomes.
• Timely complete the facilitation of rostering and approving timecards, refund requests, compilation and reporting of WHS inspections and other forms of administration.
• Comply with and suggest sustainability practices in the workplace to help achieve Taronga's sustainability targets and reduce environmental impact.
• Comply with and report any Work, Health and Safety incidents in line with Taronga's Work, Health and Safety Charter.
• Understand and deliver procedures associated with the Taronga Emergency and Evacuation Response Plan.

About you…

We are looking for candidates that have:

• Demonstrated min. two years experience within the Customer Services, Attractions, Amusements, Tourism, Museums or Hospitality industry preferably in a leadership position

And are willing to:

• Obtain and maintain a current paid NSW Working with Children Check at own expense
• Hold and maintain current First Aid and CPR Certificates at your own expense.
• Hold and maintain a current NSW Drivers License

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. In a hundred words or less, tell us about a time when you have had to resolve an issue for a guest in a tourism, hospitality or attractions environment. What happened, and what did you do to ensure a positive outcome for all involved?

2. In a hundred words or less, please outline an emergency, evacuation or WHS procedure that you led or actioned which involved a number of departments to demonstrate or resolve a safety or risk issue at the workplace?

Applications Close: Sunday 19 October pm

Shortlisted candidates will need to be available to attend a 30-minute face to face interview at Taronga Zoo, Mosman on Monday 27 or Tuesday 28 October 2025 between 9am and Noon.

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.