Business Administrator

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.