Guest Service Coordinator

The Henry Vilas Zoo, located in Madison, Wisconsin, is a renowned public zoological park committed to conservation, education, and providing enriching experiences to visitors of all ages. Established as a nonprofit institution, the zoo specializes in showcasing a wide variety of animal species while emphasizing sustainability and environmental stewardship. Its mission focuses not only on wildlife conservation but also on creating inclusive visitor experiences that foster learning and appreciation for nature. Recognized as one of the prominent family-friendly attractions in the region, the Henry Vilas Zoo attracts thousands of guests annually, promoting engagement through interactive exhibits, educational programs, and community events.

The zoo is currently seeking a dedicated Guest Services Coordinator to enhance and manage the visitor experience. This full-time role offers a schedule primarily from Tuesday through Saturday, with some evening and weekend hours, especially during after-hours events hosted at the zoo. The position plays a pivotal role in cultivating a welcoming environment for all patrons by overseeing all on-site events and space rentals, ensuring that guests receive excellent service at every touchpoint. Reporting directly to the Zoo's General Operations Manager, the coordinator is responsible for coordinating guest service inquiries, managing event schedules, and implementing improvements in membership programs and guest service innovations based on data analysis.

Key responsibilities include ensuring the safety of guests and animals during events, securing and managing onsite donations, reconciling financial deposits, and fostering relationships with community organizations to support fundraising efforts. The coordinator also supervises the operation of popular attractions such as the Carousel and Train, assists the Volunteer Coordinator with scheduling volunteer coverage, and generates comprehensive reports on membership, donations, and attendance metrics.

This role requires someone who can handle multiple tasks simultaneously, demonstrate excellent communication skills, and provide exceptional customer service. The Guest Services Coordinator must be proactive and capable of making data-driven recommendations to optimize event planning and guest satisfaction. They also need to work collaboratively across departments to maintain smooth operations and uphold the zoo's commitment to equity and inclusion. Diversity is highly valued in this workplace, and individuals from underrepresented communities are strongly encouraged to apply.

The position offers an hourly wage reflecting a 1 percent reduction for the 2026 budget year, includes 21 additional holiday hours, and continues to award longevity and merit steps based on performance and tenure. Applicants should be prepared to assist in emergency situations under designated managers' direction, have a valid driver’s license or reliable transportation, and demonstrate cultural competence required to engage effectively with a diverse visitor base.

This unique opportunity at Henry Vilas Zoo is ideal for professionals passionate about guest relations, event coordination, and animal-centered environments seeking a dynamic work setting that combines community interaction with critical operational responsibilities. Joining the zoo team means contributing to an institution dedicated to environmental education, conservation efforts, and community involvement while working in a vibrant and supportive atmosphere.