Reports to: Deputy Director of Trevor-Lovejoy Zoo

Status: Non-Exempt, 12-month, Full-Time, must work weekends and some holidays, occasional evenings as needed

The Opportunity:

The Trevor-Lovejoy Zoo is at a pivotal time in its 90 year history. As the only AZA- accredited zoo in the country that is part of a high school, the Trevor-Lovejoy Zoo has a long history and deep connection with 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.

Position Overview:

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 revenues of the Gift Shop overseeing admission, 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 variety of data management and reporting systems for all aspects of the zoo administrative needs.

MAJOR DUTIES AND RESPONSIBILITIES

“Mill” Operations

Responsible for the hiring, training, and on-boarding of new retail staff.
Schedule retail staff at appropriate levels given season, weather, high and low traffic periods and willing to cover shifts when needed, especially during the slow season or staff PTO.
Train retail staff with a clear understanding of institutional mission, staff role, and customer service focused atmosphere.
Maintain appropriate merchandise levels while staying within budget and ensuring appropriate mark-ups.
Evaluate product turnover and provide 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.
Additional cleaning of retail store and inventory as needed.
Responsible for weekly reports, deposits, and communication with Millbrook School 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.
Responsible for daily deposits and reports as requested by the Deputy Director/Zoo Director and/or Millbrook School Controller.

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 Business Office about outstanding invoices of all zoo purchases.
Tracking and handling of Trevor-Lovejoy Zoo mail and packages
Input data, management of data, and running 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 in a timely manner to staff ensuring they have the tools to effectively answer inquiries and promote zoo happenings. This will include managing emails, phone calls etc.
Collaborate with zoo staff to ensure the highest quality guest experience
Manage zoo email account
Book Guest Experiences such as birthday parties, tours, and group visits- including scheduling, tracking invoices, and payment
Confirm scheduled groups, 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 relevant customer service experience
2 years 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, cheerful disposition and enthusiasm.
Is proficient in composition of written communication.
Must have a clean and valid driver’s license.

PHYSICAL AND SENSORY REQUIREMENTS (with or without the aid of a mechanic 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.

Pay: $50,000.00 - $55,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Employee discount
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Professional development assistance
Retirement plan
Tuition reimbursement
Vision insurance

Experience:

Relevant customer service: 2 years (Preferred)
Retail management: 2 years (Preferred)

Ability to Commute:

Millbrook, NY 12545 (Required)

Work Location: In person

Millbrook School

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Office and Guest Services Manager- Trevor-Lovejoy Zoo