Guest Service Coordinator

The Henry Vilas Zoo, located in Madison, Wisconsin, is a community-centered, free-admission zoological park dedicated to wildlife conservation, education, and providing a welcoming recreational environment for visitors of all ages. Founded in 1911, the zoo has grown to be a treasured destination for families, school groups, and tourists, offering a rich variety of animal exhibits, educational programming, and community events. Committed to preserving biodiversity and promoting environmental stewardship, the zoo provides engaging opportunities for learning through direct encounters with wildlife and nature. As a public institution, Henry Vilas Zoo emphasizes inclusivity, equity, and accessibility in all aspects of its operations, continuously striving to foster a supportive work culture that values diversity and multicultural competence among its staff and volunteers.

Currently, the zoo is seeking a Guest Services Coordinator to join their team, offering a position that plays a crucial role in enhancing visitor experience and operational excellence. Reporting to the Zoo's General Operations Manager, the Guest Services Coordinator is responsible for cultivating a welcoming and safe environment throughout the zoo grounds. Working primarily Tuesday through Saturday with some evening and weekend duties during zoo after-hours events, this role ensures that visitors receive outstanding customer service while effectively supporting the zoo’s day-to-day functions.

This position is vital in coordinating all onsite zoo events and space rentals, thereby playing an instrumental part in managing event logistics from planning through execution and cleanup. The Guest Services Coordinator acts as a frontline ambassador addressing on-site guest inquiries and concerns, while also overseeing the safe operation of the zoo’s Carousel and Train attractions. Collaboration with the Volunteer Coordinator to maintain adequate volunteer coverage is another key responsibility, enhancing the overall visitor service and event success.

In addition, the role involves administrative duties such as handling onsite donation money with secure procedures, reconciling and setting up deposits, issuing invoices, and compiling detailed reports on membership, donations, and attendance. A data-driven approach informs guest service innovations and improvements to membership programs, enabling the zoo to tailor offerings more effectively to its diverse audience.

This position requires a high level of professionalism, excellent communication skills, multitasking capability, and the ability to work under pressure in both indoor and outdoor environments that may present various weather-related challenges. Candidates must demonstrate cultural competency and the capacity to engage with diverse populations in meaningful and respectful ways. The employment opportunity offers an inclusive work culture and is mindful of equity, encouraging applicants from traditionally underrepresented groups including women, ethnic and racial minorities, and individuals with disabilities.

The position offers a unique chance to contribute meaningfully to an institution dedicated to education, conservation, and community enrichment, while growing in a role that combines guest services, event management, and operational support. The Henry Vilas Zoo values employees who bring creativity, collaboration, and a customer-focused mindset, poised to help the zoo continue delivering excellent, high-quality service to visitors year-round. The starting hourly wage reflects the 2026 budget year adjustments including a 1% wage reduction and additional holiday hours, with opportunities for longevity pay and merit-based step increases, making this a competitive opportunity in the region.