Office & Guest Services Manager - Trevor-joy Zoo

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.

• 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.

• 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).
• Create days, months, and new years for Wrike daily notes.

• Communicate zoo information promptly to staff, ensuring they have the tools to effectively answer inquiries and promote events, including 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.

• 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…