Guest Engagement Training Coordinator
Position Information: Full-time, Hourly
This position will train volunteers and interns on interpretive programs and provide ongoing support to team members. This position is responsible for training, coordinating, and supervising Guest Engagement Ambassadors and interns on regularly scheduled and specialty programming. This position is flexible and accommodates ever-changing job responsibilities and business needs.
Essential Functions (including but not limited to):
- Conducts all activities in alignment with AZA standards and guidelines, all relevant laws and regulations, safety standards, and standards that ensure animal welfare.
- Schedule trainings, practice sessions, and resources as needed for project implementation.
- Coordinate, develop and implement strategies for mentoring and on-going support of volunteers and interns.
- Coordinate, develop and facilitate trainings, programs and materials.
- Maintains a thorough knowledge of all programs offered by ZooTampa’s Guest Engagement Department. Primarily responsible for training, and coordinating these programs.
- Monitor programs and information used in programs to ensure they stay current, relevant, and accurate.
- Trains staff on customer service along with interpretative programs for the Guest Engagement Team.
- Acts as contact for Guest Engagement Team.
- Follows protocols for customer satisfaction and safety; ensures that ZooTampa’s policies and procedures are carried out in all programs.
- Delivers ZooTampa at Lowry Park’s conservation messages.
- Conducts on-site education programs such as Expedition Africa Tram, Signature Encounters, animals encounter, sleepovers, camps, conservation stations and biofacts, as needed.
- Provides support for all education operations as assigned.
- Interacts with general public by answering questions and making public appearances on behalf of the Zoo.
- Assists with the preparation of supplies necessary for programs, which may include researching information and developing visual aids.
- Works closely with other areas of the Zoo to ensure the safe and successful implementation of programs.
- Ensures a high level of service and positive experience for visitors, program participants, and parents.
- Assist the Training Coordinator and Guest Engagement Managers as needed.
- Other duties as assigned.
Animal Handling Requirements:
- Becomes trained on the proper handling of the Zoo’s Outreach animal collection in order to comfortably and safely present animals at various onsite and offsite programs and situations.
- Reports animal illness, maintenance, safety, horticulture, or other needs to appropriate staff.
- BS in Biology, Education, or Psychology or other related degree. A comparable amount of training and experience may be substituted for minimum qualifications.
- Background in interpretation or environmental education preferred.
- Instruction in a formal or non-formal setting such as a zoo, aquarium or museum a plus.
- CIG or CIGT certification preferred.
- Knowledge of a variety of environmental, conservation, and interpretive programs as well as experience presenting in a public setting to a variety of age levels preferred.
- Must have a valid Florida Driver’s License.
Skills and Experience:
- Must have strong interpretation skills and the ability to communicate well with the public, presenting a positive attitude even in difficult situations.
- Must have ability to organize and facilitate trainings and meetings.
- Must be able to coach and oversee staff, interns and volunteers.
- Must have strong organizational skills.
- Must have ability to work under pressure and meet deadlines.
- Must be able to think logically and solve any problems that arise with little or no guidance.
- Flexibility to quickly adapt to varying situations without jeopardizing integrity of the program(s).
- Must be able to speak in front of crowds of various sizes and ages, keeping them engaged while maintaining control.
- Ability to take initiative, produce work independently, and to act on behalf of a team.
- Ability to work with all ages and provide a high level of service to Zoo visitors, program participants and Zoo staff.
- Ability to communicate ideas and contribute effectively, both written and verbally.
- Ability to multi-task in a fast paced environment while maintaining a positive attitude.
- Must be self-motivated and goal-oriented and have the ability to work well with others.
- Must be able to plan for and work special events as well as be available for unexpected shifts, emergencies, or promotions.
- Must be comfortable working with and around various species of animals.
- Must have memorization and public speaking abilities.
- Must be customer service oriented.
- Must be proficient with Word and Excel. Knowledge of personal computers, related software, and audio/visual equipment.
- Must be willing and able to work varied and long shifts including holidays and weekends.
- Must be able to plan for and work special events and exhibits as well as be available for unexpected shifts, emergencies, or promotions.
- Ability to stand for extensive periods of time, lift up to 50 pounds, bend over, move quickly when necessary, and interact with children at their level.
- Ability to work and move about in extreme weather conditions typical to west central Florida (i.e. heat, rain, or cold).
- Must be able to physically and mentally maintain control during emergencies that may arise.
- Ability to use radio, telephone, and computer to communicate and follow written and verbal instructions.
Equal Opportunity Employer