Guest Experience Coordinator (Full-Time)

Applications are being accepted for a full-time Guest Experience Coordinator to join the Fort Wayne Zoo team. This is a full-time position requiring availability for a 40-hour work week year-round. Full-time benefits include Health Insurance, Life Insurance, Long-Term Disability Insurance, 403b Plan, 403b Matching, Employee Assistance Program, Paid Days Off, Paid Holidays, Paid Health & Wellness Days, and Paid Parental Leave as well as optional Dental, Vision, Life, and Pet Insurance Programs.

All team members receive Team Member Perks such as a free Staff Membership, concessions and retail discounts, development opportunities, and appreciation programs. Application Deadline: October 13, 2026 The Guest Experience Coordinator supports the planning and execution of guest experience and internal events at the Zoo.

This position is instrumental in coordinating group sales offerings such as birthday parties, picnics, and field trip programs and works closely with the Guest Experience Manager to ensure high-quality event delivery and implementation of best practices. This position also strives to embody the Zoo’s values at all times, contributes to positive guest experiences, and performs other duties as required.

Essential Functions

and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Assists in the planning and execution of internal Zoo events and guest experience programs, ensuring all logistics and details are managed effectively.

Coordinates group sales programs – including birthday parties, company picnics, and field trips – from initial inquiry to post-event follow-up. Serves as a key contact for group clients, providing excellent guest service and timely communication throughout the planning process. Provides onsite support throughout all phases of events, including setup, execution, guest engagement, and teardown.

Partners with the Guest Experience Manager to resolve unexpected or last-minute issues quickly and professionally. Collaborates closely with cross-departmental teams and team members – including Guest Services, Security, Operations Services, Animal Care, and Maintenance – to ensure successful event execution. Updates and maintains the Zoo’s internal and external event calendars to ensure scheduling accuracy and organizational awareness.

Supports and, when needed, provides secondary supervision for department staff, event team members, and volunteers in collaboration with the Guest Experience Manager. Performs general office functions to support the administrative needs of the Guest Experience department. Conducts site tours for prospective clients and assists with the development of planning documents, checklists, and event materials.

Monitors and manages event supplies and inventory to ensure readiness. Maintains accurate records and reports on attendance, feedback, and group sales performance. Accepts special projects and duties as assigned by the Guest Experience Manager. Serves as a positive ambassador of the Zoo, consistently delivering high-quality guest experiences.

Supports the Zoo’s commitment to continued growth of diversity, equity, access, inclusion, and belonging for team members, volunteers, guests, and supporters. Assists with special projects and helps other team members as needed. Actively contributes to positive guest experiences.

Education and Experience

To perform this job successfully, an individual must have the following education and/or experience. High school diploma or GED is required. Three years of experience in event planning, hospitality, project management, sponsorship, or other donors relations work is required. Bachelor’s degree in hospitality, communications, marketing, nonprofit management, or related field is preferred.

A valid driver’s license is preferred. Must have transportation to attend meetings or perform other off-site work-related duties. Experience with Blackbaud/Altru/Xtrulink is preferred. Indiana Safeserve certification preferred. An active Indiana Alcohol and Tobacco Commission Employee Permit is preferred. Must be at least 18 years of age.

Knowledge, Skills, and Abilities The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Knowledge of general sales practices and event coordination logistics.

Ability to professionally and effectively communicate with others through written correspondence. Ability to troubleshoot, analyze situations, and make sound business decisions. Knowledge of Microsoft Office software. Strong organizational skills. Knowledge of general office procedures and practices. Knowledge of correct grammar and sentence structure.

Ability to work a highly flexible schedule as required to successfully perform the requirements and functions of the position, including required weekend, evening, holiday, and irregular hours. Ability to handle confidential information. Ability to understand and follow all safety regulations. Ability to track and manage multiple tasks and priorities.

Ability to arrive at work when scheduled and maintain a positive attendance record. Ability to serve as a goodwill ambassador, in every respect and at all times, for the Fort Wayne Zoological Society and the Fort Wayne Zoo in contacts with guests, partners, and the community. Ability to deal tactfully and politely with guest questions and misbehavior.

Excellent communication skills to establish and maintain effective working relationships with team members, volunteers, partners, and the community. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to work an extended workday while performing physically demanding duties for special event preparation and execution. Ability to operate office equipment, including computers, copiers, fax machines, and phones.

Ability to professionally and appropriately interact and communicate with others, both in person and through phone, email, and written correspondence. Ability to regularly travel assigned areas several times per day and efficiently enter all assigned areas. Ability to read reports, receipts, and other statements; and ability to handle currency.

Ability to properly lift and carry items up to 25 pounds. Ability to stand and sit for periods of time and to move intermittently throughout the workday. Ability to perform focused work with close attention to detail. Ability to work both indoors and outdoors, with exposure to extreme temperatures and inclement weather conditions; the environment may include wet, icy, or muddy conditions.

This position may include exposure to hazardous materials, fumes/odors, dirt, and dust; potentially dangerous or venomous animals; zoonotic diseases; noxious native plants; and native biting insects and arthropods. This description is intended to describe the general content of and requirements for the performance of this position.

It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.