Role:  Tourism Reservations Officer - Taronga Zoo

Taronga Zoo is looking for an experienced Tourism Reservations Officer to join our team! 

• Located at Sydney’s Iconic Taronga Zoo
• Full time, ongoing position
• TCSA Salaried Employees Award, Clerk GenScale Grade 7, annual package $73,008 (includes base salary $64,415 + 12% superannuation & leave loading)

Based at Taronga Zoo Sydney, in the zoo grounds, you’ll be joining a team of vivacious and driven individuals who truly love what they do.

About the Role…

Provide high-quality administrative and reservations support for Taronga’s tourism products, delivering professional service to trade agents, corporate clients, and the general public.

The role is responsible for managing end-to-end reservations, processing payments, completing end-of-month financial reconciliations, and responding to enquiries across multiple channels. The position supports revenue generation, financial accuracy, and strong stakeholder relationships while ensuring a seamless booking experience.

Key Accountabilities…

• Provide professional, timely, and consistent responses to enquiries from trade agents, corporate clients, and the general public via phone and email.
• Create, amend, and manage reservations across a range of tourism products, ensuring accuracy from booking through to confirmation and fulfilment.
• Ensure customer service standards are met and exceeded, matching products and experiences to customer and stakeholder requirements.
• Maintain a high level of accuracy and attention to detail when inputting bookings, customer information, and financial data into Taronga systems.
• Process payments, invoicing, and refunds in line with Taronga financial policies and procedures.
• Complete end-of-month (EOM) financial reconciliations, identifying and resolving discrepancies in bookings and revenue.
• Build and maintain effective working relationships with internal stakeholders, trade agents, and corporate clients.
• Assist in achieving agreed revenue targets through effective servicing of trade and corporate accounts, including identifying opportunities to up-sell or cross-sell relevant products.
• Attend relevant meetings on behalf of the Tourism Reservations function when required.
• Comply with Taronga’s Customer Service Charter and contribute ideas and initiatives to continuously improve service delivery and operational efficiency.
• Comply with and promote sustainability practices in the workplace to support Taronga’s sustainability objectives and reduce environmental impact.
• Comply with Taronga’s Work, Health and Safety requirements and report incidents in line with established procedures.

About You…

We are looking for candidates that have:

• Demonstrated experience within an administration role using a variety of products
• Excellent customer service with high verbal and written communication skills, adaptability and flexibility to accommodate change and provide responsive services to meet customer needs
• Strong computer literacy including knowledge of Microsoft Office suite (Excel, Word, Outlook etc).
• Friendly disposition and can-do attitude, proactive problem solver

Benefits…

Our employees enjoy generous employment conditions including some of the following:

• Complimentary family and friends passes across both Taronga’s Sydney & Dubbo Zoo’s
• Free onsite car parking, outside of peak periods
• A wide range of discounts on our award winning accommodation across both sites
• Discounted food and beverage purchases across the sites
• Fitness Passport
• We’re a social team - there’s always lots going on around the zoo that we get involved with!
• + more!

We Value Diversity…

Taronga is an equal opportunity employer, where we recognise the diversity of our workforce and community – be it on the basis of gender, age, culture, religion, language or personal circumstances.

Taronga is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation.

About Applying…

Please submit your resume and a cover letter of one page. You are also required to complete the following two target questions as part of your application.

• Target Question 1) How do you prioritise tasks when phones, email, and an arriving group all need attention simultaneously? Please give details and examples.
  
  
• Target Question 2) An agent insists they booked a tour for today, but the system shows a different date, and the tour is now sold out. How do you handle the agent in the moment while protecting both the relationship and the business?

Applications Close: 11:59pm Tuesday 2 June 2026