Temporary Guest Services Captain

Denver Zoo Conservation Alliance (DZCA) honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect, and by embracing our Core Values of: Welcoming, Curious, United, Courageous, and Transformative in all that we do.

The Temporary Guest Services Captain acts as a shift lead across the Guest Experience team by providing day-to-day guidance and operational support to front-line staff, helping to ensure a smooth, welcoming, and high-quality guest experience across the zoo. They work across multiple areas to adjust staffing needs, assist with guest concerns, and promote effective communication during each shift. This temporary position is budgeted through January 2026.

Our team is made up of passionate and diverse professionals dedicated to providing excellent care for our animals while creating meaningful experiences for our guests. If you're excited to contribute your skills in a collaborative and innovative environment, Denver Zoo Conservation Alliance is the place for you!

Essential Duties and Responsibilities

Daily Team Support & Operations Oversight

• Act as the designated on-site shift leader during daily operations.
• Ensure appropriate staffing levels; adjust placements based on guest attendance and operational needs.
• Model and reinforce exceptional guest service through hands-on guidance and support.
• Step into front-line roles as needed to maintain coverage and service quality.
• Verify completion of attraction and experience checklists before opening and ensure timely opening/closing according to procedures.
• Respond to guest concerns and service breakdowns promptly and professionally.
• Record operational updates, guest feedback, and staff needs in the daily log.
• Facilitate clear communication and smooth handoffs between shifts.

Support for Leadership & Guest Experience

• Collaborate with managers, coordinators, and directors to ensure smooth operations.
• Resolve escalated guest concerns through de-escalation and service recovery techniques.
• Make real-time adjustments to guest flow and staff coverage to improve efficiency and experience.
• Observe and report on opportunities to enhance safety, guest satisfaction, or team support.

Cash Handling & Reconciliation

• Complete daily reconciliations in CRM software (Tessitura).
• Prepare deposits and secure funds by protocol.
• Support staff with opening/closing of batches and distribute cash bags as needed.

Other Duties & Responsibilities

• Other assistance, as designated by the Guest Experience leadership, to support the overall goals of the department and organization. DZCA retains the right to add or change duties and/or responsibilities at any time.
• Acts as a good steward of DZCA’s resources.
• The nature of this position requires safeguarding against the release of confidential and proprietary information of DZCA.
• This position will have a high level of interaction with managers at all levels and staff members across the organization, in addition to members of external organizations and the public.

Technical / Professional Requirements & Qualifications

• Completion of a high school degree or equivalent.
• One year of guest services experience; working in a nonprofit, attraction-based organization, or hospitality is preferred, or any equivalent combination of experience, lived experience, and/or special skills. Some leadership experience is highly preferred.

Knowledge, Skills, and Abilities:

• Proven ability to deliver excellent guest service in a high-traffic, public-facing environment.
• Confident communicator with dynamic public speaking skills and the ability to engage guests, peers, and leadership across multiple platforms (email, phone, radio).
• Able to make sound, safety-conscious decisions in fast-paced and crowded settings.
• Baseline technical troubleshooting ability.
• Experience with POS systems, including but not limited to Tessitura.
• Skilled in Microsoft Office Suite.
• Highly organized, detail-oriented, and capable of managing multiple priorities.
• Adaptable team player who thrives in dynamic environments and remains calm under pressure.

Position Conditions

• Ability to pass a background check and a pre-employment drug and alcohol screen.
• Ability to lift to 50 lbs.
• Must be able to walk (80 acres) and/or stand up to 8 hours daily in adverse outdoor conditions such as cold, rain, snow, or heat.
• Schedule Availability: Must be able to work a flexible schedule to include weekdays, weekends, evenings, and holidays.
• Work Location: On campus.

Compensation

The salary range for this position is $20.32 - $23.88 (hourly).

Wild Perks

As a temporary team member, you’ll have access to some great perks, including:

• A Family Plus Denver Zoo Membership – Bring your crew and explore!
• Exclusive Discounts – Save on concessions and retail.
• Sick Time Accrual – Because your well-being matters.
• 403(b) Retirement Account – Plan for your future.

Application Process and Timelines

Application deadline: August 20th, 2025. Review of applications will begin immediately. Denver Zoo Conservation Alliance reserves the right to close the position before this date.

Denver Zoo Conservation Alliance is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected status, or any other characteristic protected by law.

www.denverzoo.org