Premium Experiences Coordinator

Premium Experiences Coordinator
The Premium Experiences Coordinator is responsible for delivering exceptional, memorable, and safe guest experiences throughout the Zoo’s paid experience portfolio, including behind‑the‑scenes tours, animal encounters, premium add‑ons, and special programs. This role serves as the frontline ambassador for the Zoo’s mission, engaging guests of all ages, facilitating high‑energy experiences, and ensuring every program meets operational safety and customer service standards.

Responsibilities

Lead and facilitate behind‑the‑scenes tours, animal interactions, premium programs, and other paid experiences.

Work weekends, holidays, peak or high volume times, and special events free of restrictions.

Provide engaging storytelling that connects guests to the Zoo’s conservation mission.

Support guests of all ages and abilities with professionalism and enthusiasm.

Deliver scripted and unscripted content clearly, accurately, and confidently.

Ensure all experiences operate safely, efficiently, and on schedule.

Assist with experience setup, breakdown, and daily logistics.

Follow established animal interaction guidelines and Zoo safety protocols.

Monitor guest flow and problem‑solve operational challenges as they arise.

Coordinate with Animal Care and Curatorial teams to facilitate meaningful and engaging, quality animal experiences.

Communicate operational needs, guest feedback, and concerns to direct leadership.

Work alongside Guest Experience teams to ensure smooth program integration into daily Zoo operations.

Provide outstanding customer service, responding to guest questions, needs, and concerns in a friendly, solution‑oriented manner.

Anticipate guest needs and help create seamless, memorable moments.

Uphold the Zoo’s standards of professionalism, courtesy, and inclusivity.

Support program evaluations by gathering guest feedback and offering suggestions for enhancements.

Maintain knowledge of Zoo animals, habitats, and conservation initiatives to ensure accurate, compelling delivery.

Assist in refining scripts, materials, and procedures as needed.

Contribute to saving animals in the wild through reduction of waste, water, and energy use and by inspiring guests and staff to take wildlife‑protecting actions.

Support other operational priorities as needed.

Qualifications

High school diploma or general education degree (GED).

Applicable experience coordinating guest programs, tours, attractions, hospitality, education programs, or revenue‑generating experiences.

Strong public speaking, storytelling, facilitation, and guest engagement skills.

Ability to balance guest experience, safety, animal welfare, operational feasibility, staff capacity, and revenue goals.

Sustained ability to facilitate programs effectively and comfortably with audiences of different backgrounds and experiences.

Effective organizational skills with attention to detail, follow‑through, and operational readiness.

Ability to respond calmly and professionally to guest concerns, program changes, and unexpected operational challenges.

Benefits & Commitments
Houston Zoo is an Equal Opportunity Employer.

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