Guest Experience Operations Coordinator

Guest Experience Operations Coordinator - TWPZ Lead Guest Experiences in a world-class wildlife setting Make an impact beyond customer service Join a passionate team Taronga Western Plains Zoo in Dubbo is seeking an experienced and motivated Guest Experience Operations Coordinator to join our Guest Experiences team Are you passionate about creating unforgettable visitor experiences and leading a high-performing team? Step into the wild world of Taronga and help us deliver exceptional service that inspires conservation. In this dynamic role, you’ll lead and support our Guest Experience team across ticketing, validation, retail and hire services. From helping guests plan their day to ensuring they leave with memories that last a lifetime, you’ll play a key role in bringing Taronga’s mission to life. This is an opportunity to work with a passionate team in a unique environment. If you’re a natural leader with a flair for customer service and retail, ready to make an impact while supporting conservation, we want to hear from you Are you passionate about delivering unforgettable customer experiences and leading high-performing teams? Step into the wild world of Taronga as our Guest Experience Operations Coordinator About the Role You will: Lead and motivate the Guest Experience team to deliver exceptional service across ticketing, validation, retail and hire services. Drive retail performance and identify opportunities to enhance the visitor experience. Ensure smooth daily operations, balancing efficiency with outstanding guest care. Lead and inspire: Recruit, train, roster and coach staff and volunteers, fostering engagement and a culture of excellence. Deliver exceptional service: Model Taronga’s values in every interaction, manage feedback and resolve escalated complaints with empathy and professionalism. Ensure operational excellence: Oversee ticketing, validation, retail and hire services to maintain seamless guest experiences. Maintain compliance: Administer refunds, monitor cash handling and uphold Taronga’s financial and WHS standards. Champion sustainability: Promote practices that support Taronga’s environmental goals and conservation mission. Drive continuous improvement: Identify and implement initiatives that enhance service quality and operational efficiency. About You We are looking for candidates that have: Proven experience in customer service, retail or hospitality leadership roles. Strong communication and problem-solving skills, with the ability to lead and motivate teams. A NSW Working with Children Check (obtained and maintained at your own expense). Current Senior First Aid (or willingness to obtain and maintain at your own expense). Benefits Complimentary family and friends passes across both Taronga’s zoos in Sydney and Dubbo. Discounts on award-winning accommodation, food and beverage purchases and Fitness Passport. A supportive team environment with opportunities for growth and development. 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 three target questions as part of your application. At Taronga Western Plains Zoo, delivering an exceptional guest experience is a top priority. Can you share a specific example where you inspired or enabled your team to create a truly memorable experience for a guest? What actions did you take, what challenges did you overcome and how did it impact both the guest and your team? Leading a team effectively is essential in this role. Describe a time when you motivated or coached your team to achieve a challenging goal. What strategies did you use and what was the result? Working in a dynamic and ever-changing environment requires adaptability and quick decision-making. Can you share a time when you faced an unexpected operational challenge? How did you approach the situation, what strategies did you use and what was the outcome? Applications Close: 11:59pm Sunday, 11 January 2026 #J-18808-Ljbffr