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 Sydney's Iconic Taronga Zoo
• Casual opportunities available
• TCSA Wages Employee Award, Guest Experience Coordinator, all-purpose rate - $41.48 per hour Mon to Fri (+ additional weekend/ Public Holiday and after-hours penalty rates where applicable)

Taronga Zoo Sydney is looking for experienced and motivated Guest Experience Coordinators to join our team!

Lead from the front at one of Australia's most recognised visitor attractions

Taronga Zoo welcomes more than a million guests each year. Behind every memorable guest experience is a team of passionate frontline staff, and behind those teams are Guest Experience Coordinators.

We're looking for confident, capable leaders who enjoy working with people, building team culture, solving problems and supporting operations in a fast-paced environment.

This is a hands-on leadership role. One moment you might be coaching a new team member, the next responding to a guest issue, supporting an operational incident or helping coordinate resources during a busy school holiday period.

No two days are the same.

About the Role…

Guest Experience Coordinators are frontline operational leaders who balance guest experience, team leadership, safety and operational priorities in a dynamic visitor environment.

You will play a key role in ensuring our frontline Guest Experience Officers are supported, informed and equipped to deliver safe, enjoyable and memorable experiences for our guests.

Successful Coordinators remain calm under pressure, communicate clearly and can adapt quickly when priorities change.

Key Accountabilities…

• Comply with Taronga's Customer Service Charter and suggest initiatives for further improvement to ensure industry leading standards are maintained.
• 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.
• 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.
• Lead, coach and support frontline teams
• Manage guest issues and service recovery
• Coordinate daily operational activities across guest-facing areas
• Support incident and emergency responses when required
• Provide briefings and operational directions to staff
• Maintain high standards of presentation, safety and customer service
• Complete rostering, administration and reporting requirements
• Work closely with operational teams across the Zoo

About You…

We are looking for candidates that have:

Key Knowledge & Experience:

• Experience leading, coaching or supervising teams in a busy, customer-facing environment; supporting inexperienced and developing staff
• Strong customer service and communication skills
• Confidence making decisions in busy operational environments
• Experience managing guest, customer or stakeholder concerns
• A positive and supportive leadership style
• Experience responding to guest complaints, operational issues and unexpected situations
• Ability to balance guest experience, operational priorities and safety requirements
• Experience responding to emergencies and supporting operational disruptions

Essential Requirements:

• Current NSW Driver Licence
• Current First Aid and CPR Certificate, or willingness to obtain
• Current paid NSW Working With Children Check, or willingness to obtain
• Availability to work weekends, public holidays, peak visitation periods and special events
• Ability to work regularly in outdoor environment with varying weather conditions

Benefits…

Our employees enjoy generous employment conditions including some of the following:

• Flexible Hybrid work model - Taronga supports a blend of in-office, remote, and on-the-go workers!
• Complimentary family and friends passes across both Taronga's Sydney & Dubbo Zoo's
• Free onsite car parking, outside of peak periods
• A wide range of discounts on our award winning accommodation across both sites
• Discounted food and beverage purchases across the sites
• Discounted Fitness Passport
• We're a social team - there's always lots going on around the zoo that we get involved with!
• • more!

We Value Diversity…

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 two target questions as part of your application.

1. Tell us about a time you resolved a difficult issue for a guest, customer or stakeholder. What happened, what action did you take, and what was the outcome?
2. Tell us about a time you identified or responded to a safety, risk or operational issue. What action did you take and who did you involve?

Applications Close:11:59pm Sunday 20 September 2026

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.