Office & Guest Services Manager - Trevor-Lovejoy Zoo
The Trevor-Lovejoy Zoo is at a pivotal time in its 90-year history. As the only AZA-accredited zoo in the country located within a high school, the Trevor-Lovejoy Zoo has a long history and deep commitment to educating and inspiring students and visitors about conservation, wildlife, and the natural world. In 2023, the zoo updated its master plan and, in 2025, rebranded to become the Trevor-Lovejoy Zoo in honor of both the founder, Frank Trevor, and arguably the most acclaimed alumnus, Dr. Thomas Lovejoy III, Class of 1959.
The office and guest services manager oversees the daily operations of the Mill Welcome Center and Gift Shop and assists zoo administrators with data management and communication. This position will develop and implement strategies to increase gift shop revenue, overseeing admissions, sales, membership, and all ticketed and promotional events. They will manage the Mill Welcome Center and Gift Shop, ensuring excellent customer service through hiring, training, and communication with staff and visitors. This position supports and implements strategies that advance the Trevor-Lovejoy Zoo brand and conservation education philosophy. They will support zoo administrators with a range of data management and reporting systems to meet all aspects of the zoo's administrative needs.
MAJOR DUTIES AND RESPONSIBILITIES
“Mill” Operations
- Hire, train, and onboard all new retail staff.
- Schedule retail staff at appropriate levels based on season, weather, and high- and low-traffic periods, and ensure they are willing to cover shifts as needed, especially during the slow season or staff PTO.
- Train retail staff with a clear understanding of the institutional mission, staff role, and a customer service-focused atmosphere.
- Maintain appropriate merchandise levels while staying within budget and ensuring appropriate mark-ups.
- Evaluate product turnover and provide an assessment on a quarterly basis.
- Identify new and creative ways to market the gift store and product lines in partnership with zoo and school administrators.
- Promote an environment and expectation of exceptional customer service among Mill attendants.
- Assist in cleaning the retail store and inventory as needed.
- Run weekly reports and handle deposits and communication with Millbrook School's Business Office.
- Keep appropriate amounts of change available in the Mill.
- Keep track of donations: coins and online.
- Manage visitor reservations, including birthdays, special events, and others.
Procurement and Office Management
- Order zoo inventory products from various vendors for all zoo departments
- Process paperwork, purchase orders, check requests, make copies, file, etc., and coordinate with Millbrook School's Business Office about outstanding invoices of all zoo purchases.
- Track and handle Trevor-Lovejoy Zoo mail and packages
- Input and manage data and run reports in various zoo systems (Limble, ZIMs, AZA)
- Maintain zoo administrator dashboard spreadsheets
- Create days, months, and new years for Wrike daily notes
Communication and Collaboration
- Communicate zoo information promptly to staff, ensuring they have the tools to effectively answer inquiries and promote events. This will include managing emails, phone calls, etc.
- Collaborate with zoo staff to ensure the highest quality guest experience
- Manage the zoo email account
- Book guest experiences such as birthday parties, tours, and group visits, including scheduling, tracking invoices, and payments
- Confirm scheduled groups and manage event and group Google calendar
- Send surveys to groups within 7-10 days of visit; manage survey results and summarize data
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
- Excellent customer service skills
- Strong organizational skills
- Strong computer skills, including Excel and POS software familiarity, or a demonstrated willingness to learn the systems
- Ability to work a flexible schedule, including weekends and evenings
- Ability to work with students and mentor them in ways they can contribute to the zoo programs
- Comfortable in an environment that includes the presence of living animals
- Ability to respond in a reasonable timeframe to an emergency and/or urgent situation at the zoo
- Ability to work independently and manage time effectively
- Ability to work collaboratively with staff in various departments
Please note that other appropriate, professional tasks and responsibilities may be assigned.
MINIMUM QUALIFICATIONS:
- 3 years of relevant customer service experience
- 2 years of retail management experience
SPECIFIC REQUIREMENTS/ESSENTIAL FUNCTIONS
- Must be able to read, write, speak, and understand the English language.
- Must possess the ability to make independent decisions when circumstances warrant such action.
- Must possess the ability to deal tactfully with personnel, students, and visitors.
- Ability to work harmoniously with other personnel.
- Ability to minimize waste of supplies, misuse of equipment, etc.
- Must possess the ability to seek out new methods & be willing to incorporate them into existing practices.
- Be able to follow written and oral instructions.
- Must have patience, tact, a cheerful disposition, and enthusiasm.
- Must be proficient in the composition of written communication.
- Must have a clean and valid driver’s license.
PHYSICAL AND SENSORY REQUIREMENTS
(with or without the aid of a mechanical device)
(with or without the aid of a mechanical device)
- Must be physically able to operate a motor vehicle and other equipment.
- Must be able to speak and write the English language in an understandable manner.
- Must have physical strength for lifting or moving up to 50 pounds.
- Must be able to walk, stand, climb extension ladders, reach, bend, stoop, kneel, crouch, crawl & move within confined areas.
- Must be able to move intermittently throughout the workday.
- Must be able to speak and write the English language in an understandable manner.
- Must be able to cope with the mental and emotional stress of the position.
- Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.
- Must be able to work in person, on campus.
- Must function independently, have flexibility, personal integrity, and work effectively with other personnel.
- Must be able to lift, push, pull, and move equipment, supplies, etc., without restrictions.
WORKING CONDITIONS
- Regular exposure to outside weather conditions; Noise level is usually moderate to loud. Occasionally exposed to fumes or airborne particles, toxic or caustic chemicals, extreme cold or heat, and vibration. Potential exposure to zoonotic diseases and handling of dangerous animals.
The salary range for this position is $50,000 - 55,000. When determining placement in the salary range, Millbrook School considers education, total experience, and other factors permitted by law.
Interested candidates should submit a resume, cover letter, and references to Jessica Bennett at jbennett@millbrook.org.
