General Summary:The Business Administratorwill provide customer service and hospitality coordinate and manage officeactivities and provide administrative and organizational include intercepting incoming communications into the Zoo anddirecting individuals to the appropriate department or employee. The BusinessAdministrator is responsible for exciting engaging and entertaining guests ina manner that promotes a positive Zoo experience. This position reports to the AssistantDirector of Guest Services Sales & Revenue. Additionally the BusinessAdministrator will support the Zoos mission to save wildlife and protect wildplaces and contribute to its environmental social governance sustainabilityconservation education and DEAI (Diversity Equity Accessibility andInclusion) goals.

To meet current businessdemands of the Maryland Zoo the Business Administrator schedule covers a seven-dayschedule that includes mandatory weekend coverage. The Business Administratorworks five consecutive days each week at the Zoos Mansion House and serves asthe first person that guests encounter upon their entry into the building.

Essential Functions:

InformationSales and Customer Service

• Greetvisitors vendors and other guests entering the Mansion House and contact appropriatestaff or departments to direct them accordingly.
• Informdepartment contacts when vendors arrive and need escorts.
• Knowledgeof all Zoo products and the ability to sell Zoo products or services
• Knowledgeof Zoos website to assist with email or phone inquiries about Zoo eventsprograms or campus.
• Provideguests with information on all aspects of the Zoo experience exhibitson-ground activities (including times and locations) routes through the Zooconstruction shuttles rides attractions and membership information.
• Responsiblefor answering and directing incoming telephone calls screening inquiriestaking messages and providing information in a timely courteous andprofessional manner.
• Interactin a consistently pleasant and helpful manner to fellow employees volunteersguests vendors and other visitors of the Zoo and demonstrate the higheststandards of internal and external customer service.
• Respondappropriately to guest questions comments and concerns internally andexternally.
• Triageand respond to online guest inquiries and feedback.
• Troubleshootand resolve guest order issues in a timely manner.
• Developand maintain comprehensive knowledge of Zoo products and services that includeaccurate pricing as well as knowledge of animal collection and exhibits.
• Obtainaccurate and detailed information from customers in order to complete andconfirm reservations.
• Promotethe mission of the Zoo.
• Communicatewith all personnel volunteers visitors vendors and contractors in aprofessional manner.
• DistributeZoo literature including but not limited to maps event flyers Zoograms andother Zoo literature and maintain appropriate par levels.

Organizationaland Business Support:

• AssistMansion House administrative staff including the Zoos president
• Assisteducation group sales development events marketing and communicationdepartments as needed for cross utilization of skills and manpower.
• Performother duties as assigned by all departments.
• AssistGuest Services department with administrative responsibilities and paperwork.
• Assistthe Education team in making reservations with educators who need would like to book a field trip at the Zoo via the State of Marylands freefield trip program.
• Completeand mail all confirmation materials in accordance with educational grantstandards as needed.
• Maintaina filing system for tracking pertinent information in regards to each bookingfor education programs.
• Utilizethe Zoo email system to communicate effectively for all business needs.
• Providea variety of clerical duties; perform other duties as assigned.
• Accuratelyprocess and distribute incoming mail and act as point person for allreceivables including but not limited to FedEx UPS and courier services.
• Providefield support in other Guest Services work areas as needed.
• Assistin maintaining group calendar for scheduling Mansion House conference roomsadministration golf carts and on-grounds Penguin Encounters.

DatabaseManagement Communications and Safety Support:

• Proficientwith the use of Zoos software system and databases to sell Zoo productsand make guest reservations for events and programs via phone or internet.
• Responsiblefor point-of-sale data input data ownership and accuracy of all constituentrecords.
• Knowledgeof database functions and reporting.
• Assistwith database management.
• Respondand resolve any issues in the point of sale system.
• Knowledgeand use of campus-wide radio system to communicate or assist with informationin regards to safety protocol or procedures.
• Serveas communication dispatcher during emergency situations and assist the SecurityDepartment to serve as their dispatcher when needed.
• Knowledgeof code alpha and code beta procedures.
• Monitorguest behavior to ensure their safety at the Zoo; ensure guest safety at alltimes.
• Performduties in coordination with administration staff; report any issues supplyneeds and necessary ground floor repairs etc. to administrative personnel.
• Monitorall staff radio communication and respond to calls at Base as needed.
• Ensureguest safety at all times.
• Adhereto all policies and procedures at the Zoo.
• Maintaincleanliness at work location.
• Compileand distribute verbally the Zoos daily report for personnel.
• Communicatewith fellow employees by radio contact as needed following Zoo radio etiquetteand protocol at all times.
• Contactappropriate staff to resolve guest issues.
• Interactin a professional polite and informed manner with all personnel volunteersvisitors vendors and contractors.

Minimum Qualifications:

Hospitality:

• Friendly outgoing andapproachable;
• Possess a positive andpatient attitude; and
• Possess excellent verbal andwritten communication skills.

Education:

• High school diploma or GEDequivalent required; and
• Bachelors Degree preferred.

Experience/Training:

• Customer service experiencerequired;
• Six months of administrativesupport or related experience strongly preferred;
• Basic knowledge of MicrosoftOffice Google Workspace and web-based applications required; and
• Familiarity withPoint-Of-Sale systems strongly preferred.

Working Conditions:

• Ability to work a flexibleschedule to include weekends holidays and special events;
• Must be able to exert up to35 pounds of force to lift push pull carry or otherwise move objects;
• Exposure to potentialenvironmental hazards such as poison oak/ivy uneven terrain insectbites/stings and Hepatitis B depending on the position.

Equipment:

• Must be able to operate acomputer two-way radio multi-line telephone copier/ scanner etc.

Traits Desirable:

• Ability to work withindividuals from a wide variety of ethnic cultural and economic backgrounds.
• Reliable and punctual workethic.

Benefits:

• We offer an excellent benefits package including 24days of Paid Time Off (PTO) Sick and Safe Leave and 2 paid holidays.
• Eligible for medical dental vision short- andlong-term disability and life insurance.
• 401(k) with employer match.
• Zoo membership plus 16 guest passes.

Disclaimer: Thestatements above are intended to describe the general nature and level of workbeing performed by employees assigned to this classification. They are notintended to be construed as an exhaustive list of all responsibilities dutiesand/or skills required of all personnel so classified. Therefore managementreserves the right to revise the job or to require that other or differenttasks be performed when circumstances change.

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