Maryland Zoo is an EEO Employer - M/F/Disability/Protected Veteran Status
General Summary:
The Business Administrator
will provide customer service and hospitality, coordinate and manage office
activities, and provide administrative and organizational support.
Responsibilities include intercepting incoming communications into the Zoo and
directing individuals to the appropriate department or employee. The Business
Administrator is responsible for exciting, engaging and entertaining guests in
a manner that promotes a positive Zoo experience. This position reports to the Assistant
Director of Guest Services – Sales & Revenue. Additionally, the Business
Administrator will support the Zoo’s mission to save wildlife and protect wild
places and contribute to its environmental, social, governance sustainability,
conservation, education, and DEAI (Diversity, Equity, Accessibility, and
Inclusion) goals.
To meet current business
demands of the Maryland Zoo, the Business Administrator schedule covers a seven-day
schedule that includes mandatory weekend coverage. The Business Administrator
works five consecutive days each week at the Zoo’s Mansion House and serves as
the first person that guests encounter upon their entry into the building.
Essential Functions:
Information,
Sales and Customer Service
- Greet
visitors, vendors, and other guests entering the Mansion House and contact appropriate
staff or departments to direct them accordingly.
- Inform
department contacts when vendors arrive and need escorts.
- Knowledge
of all Zoo products and the ability to sell Zoo products or services
- Knowledge
of Zoo’s website to assist with email or phone inquiries about Zoo events,
programs or campus.
- Provide
guests with information on all aspects of the Zoo experience, exhibits,
on-ground activities (including times and locations), routes through the Zoo,
construction, shuttles, rides, attractions and membership information.
- Responsible
for answering and directing incoming telephone calls, screening inquiries,
taking messages, and providing information in a timely, courteous and
professional manner.
- Interact
in a consistently pleasant and helpful manner to fellow employees, volunteers,
guests, vendors, and other visitors of the Zoo and demonstrate the highest
standards of internal and external customer service.
- Respond
appropriately to guest questions, comments and concerns internally and
externally.
- Triage
and respond to online guest inquiries and feedback.
- Troubleshoot
and resolve guest order issues in a timely manner.
- Develop
and maintain comprehensive knowledge of Zoo products and services that include
accurate pricing as well as knowledge of animal collection and exhibits.
- Obtain
accurate and detailed information from customers in order to complete and
confirm reservations.
- Promote
the mission of the Zoo.
- Communicate
with all personnel, volunteers, visitors, vendors and contractors in a
professional manner.
- Distribute
Zoo literature, including but not limited to maps, event flyers, Zoograms and
other Zoo literature, and maintain appropriate par levels.
Organizational
and Business Support:
- Assist
Mansion House administrative staff including the Zoo’s president
- Assist
education, group sales, development, events, marketing and communication
departments as needed for cross utilization of skills and manpower.
- Perform
other duties as assigned by all departments.
- Assist
Guest Services department with administrative responsibilities and paperwork.
- Assist
the Education team in making reservations with educators who need information.
or would like to book a field trip at the Zoo via the State of Maryland’s free
field trip program.
- Complete
and mail all confirmation materials in accordance with educational grant
standards, as needed.
- Maintain
a filing system for tracking pertinent information in regards to each booking
for education programs.
- Utilize
the Zoo email system to communicate effectively for all business needs.
- Provide
a variety of clerical duties; perform other duties as assigned.
- Accurately
process and distribute incoming mail and act as point person for all
receivables including but not limited to FedEx, UPS and courier services.
- Provide
field support in other Guest Services work areas as needed.
- Assist
in maintaining group calendar for scheduling Mansion House conference rooms,
administration golf carts, and on-grounds Penguin Encounters.
Database
Management, Communications and Safety Support:
- Proficient
with the use of Zoo’s software system and databases to sell Zoo products
and make guest reservations for events and programs via phone or internet.
- Responsible
for point-of-sale data input, data ownership and accuracy of all constituent
records.
- Knowledge
of database functions and reporting.
- Assist
with database management.
- Respond
and resolve any issues in the point of sale system.
- Knowledge
and use of campus-wide radio system to communicate or assist with information
in regards to safety protocol or procedures.
- Serve
as communication dispatcher during emergency situations and assist the Security
Department to serve as their dispatcher when needed.
- Knowledge
of code alpha and code beta procedures.
- Monitor
guest behavior to ensure their safety at the Zoo; ensure guest safety at all
times.
- Perform
duties in coordination with administration staff; report any issues, supply
needs, and necessary ground floor repairs, etc. to administrative personnel.
- Monitor
all staff radio communication and respond to calls at Base as needed.
- Ensure
guest safety at all times.
- Adhere
to all policies and procedures at the Zoo.
- Maintain
cleanliness at work location.
- Compile
and distribute verbally the Zoo’s daily report for personnel.
- Communicate
with fellow employees by radio contact as needed following Zoo radio etiquette
and protocol at all times.
- Contact
appropriate staff to resolve guest issues.
- Interact
in a professional, polite and informed manner with all personnel, volunteers,
visitors, vendors and contractors.
Minimum Qualifications:
Hospitality:
- Friendly, outgoing, and
approachable;
- Possess a positive and
patient attitude; and,
- Possess excellent verbal and
written communication skills.
Education:
- High school diploma or GED
equivalent required; and,
- Bachelor’s Degree preferred.
Experience/Training:
- Customer service experience
required;
- Six months of administrative
support or related experience strongly preferred;
- Basic knowledge of Microsoft
Office, Google Workspace, and web-based applications required; and,
- Familiarity with
Point-Of-Sale systems strongly preferred.
Working Conditions:
- Ability to work a flexible
schedule to include weekends, holidays, and special events;
- Must be able to exert up to
35 pounds of force to lift, push, pull, carry, or otherwise move objects;
- Exposure to potential
environmental hazards such as poison oak/ivy, uneven terrain, insect
bites/stings, and Hepatitis B depending on the position.
Equipment:
- Must be able to operate a
computer, two-way radio, multi-line telephone, copier/ scanner, etc.
Traits Desirable:
- Ability to work with
individuals from a wide variety of ethnic, cultural, and economic backgrounds.
- Reliable and punctual work
ethic.
Benefits:
- We offer an excellent benefits package including 24
days of Paid Time Off (PTO), Sick and Safe Leave, and 2 paid holidays.
- Eligible for medical, dental, vision, short- and
long-term disability and life insurance.
- 401(k) with employer match.
- Zoo membership plus 16 guest passes.
Disclaimer: The
statements above are intended to describe the general nature and level of work
being performed by employees assigned to this classification. They are not
intended to be construed as an exhaustive list of all responsibilities, duties
and/or skills required of all personnel so classified. Therefore, management
reserves the right to revise the job or to require that other or different
tasks be performed when circumstances change.
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