Lakeside Lodging Concierge - NW Trek Wildlife Park

JOB The Lakeside Lodging Concierge at Northwest Trek Wildlife Park supports an immersive guest experience in a unique wildlife setting. This role serves as the on-site host and primary park representative during overnight stays in Trek's A-Frame, Cabin, and Cottage lodging.

Blending hospitality, safety oversight, and operational support, the Concierge ensures guests feel welcomed, informed, and secure throughout their nature-based stay. This position requires independence, strong communication skills, and the ability to respond confidently in a remote, outdoor environment. The role is responsible for overseeing the lodging area, supporting operations, and addressing guest needs during overnight stays.

Parks Tacoma is a CAPRA-accredited and AZA-accredited, independent park district that leads efforts to build a healthy, sustainable community. Located in Tacoma, Washington, Parks Tacoma's mission is to create healthy opportunities to play, learn, and grow. The independent park district spans the city providing a wide range of life-enriching destinations and services, including 70+ parks, 80+ miles of trails, 1,000+ acres of urban forest, 66 playgrounds, four community centers, Point Defiance Zoo & Aquarium, Northwest Trek Wildlife Park, Point Defiance Park, and much more. Our work is guided by eight core values that are the foundation of our actions and goals: innovation, excellence, equity, inclusiveness, sustainability, accountability, safety, and fun.

Northwest Trek Wildlife Park is dedicated to conservation, education and recreation by displaying, interpreting, and researching native Northwest wildlife and their natural habitats. The 725-acre zoological park opened in summer of 1975 and attracts over 200,000 visitors annually. It is nationally accredited by the Association of Zoos & Aquariums (AZA), which ensures rigorously high standards of animal welfare, veterinary care, conservation, education and more. Northwest Trek is operated by Parks Tacoma, the oldest independent park district in Washington.

Our Mission:

Awakening a connection to Wild Life with everyone in the Pacific Northwest. For more information, visit www.nwtrek.org.

Position Information - The Lakeside Lodging Concierge delivers exceptional customer service to guests throughout their stay, serving as a welcoming and professional host dedicated to creating a memorable overnight experience. This position is also responsible for overnight site oversight, facility and grounds support, operational assistance for recreation participants, and helping maintain the safety and security of the facility.

In the performance of their respective tasks and duties all employees are expected to: Perform quality work within deadlines with or without direct supervision.

Interact professionally with other employees, customers and suppliers.

Work effectively as a team contributor on all assignments.

Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Observe applicable safety requirements, use safety equipment provided, implement appropriate safety practices at all times and report immediately any unsafe working conditions or hazards.

EXAMPLE OF DUTIES

Guest Service & HospitalityGreet guests upon arrival, facilitate check-in/check-out, and provide orientation to lodging and park amenities, regulations, and schedule. Share knowledge of the park, wildlife, and experiences to enhance guest engagement Proactively anticipate and respond to guest needs while fostering an inclusive environment that respects and values the diverse perspectives and experiences of all individuals and groups.

Ensure proper rental and event procedures are followed and respond promptly and professionally to guest questions, requests, and concerns Provide shuttle service to and from designated locations within the park as needed. Adhere to all driving laws and safety rules.

Overnight Oversight & ManagementRemain on-site overnight as the designated staff representative for the lodging areaMonitor guest safety and facility security during overnight hoursConduct routine site checks to ensure facilities and grounds are safe, secure, and guest-ready.

Serve as the primary point of contact for emergencies and operational issues, escalating to Park leadership in a timely manner as needed.

Analyze situations quickly and provide an effective course of action.

Operational SupportWork flexible schedules, including evenings, weekends, holidays, and occasional extended shiftsMaintain strict compliance with all safety policies and operational procedures.

Use two-way radios and communication tools effectively

SUPPLEMENTAL INFORMATION

Hours and days per week may vary. Position requires overnight shifts in a remote environment. Staff are equipped with radios and communication tools to stay connected with park leadership and emergency support. There are clear protocols in place for emergency responses, guest incidents, and wildlife safety, and training will be provided in safety procedures, emergency response, and guest management. Additional staff or on-call leadership support is available as needed.

COMPETENCY REQUIREMENTS

Ability to remain calm, adaptable, and confident in fast-paced or emergency situations while making sound decisions quickly under pressure.

Ability to communicate effectively with attention to detail that demonstrates a customer service-oriented approach.

Ability to handle conflict and solve problems using tact, patience, and courtesy. Establish and maintain positive, professional, and effective working relationships with staff, guests, and community members through respectful interactions with all individuals.

Anticipate problems and develop contingency plans. Show initiative while performing job tasks. Remain flexible to changing priorities.

Dependable:

meet deadlines and respond timely to achieve common goals. Be receptive to the attitudes, feelings, or circumstances of others and aware of influence of one's own behavior on them. Work effectively with others to achieve common goals. Follow instructions, both written and verbal. Commitment to racial, social, and economic equity issues and working effectively with people from diverse backgrounds and cultures.

WORK ENVIRONMENT/PHYSICAL DEMANDS

Work is performed indoors and outdoors.

Work various schedules including mornings, afternoons, evenings and weekends.

Move throughout Parks Tacoma facilities and buildings. Operate a computer and other office equipment. Ability to life up and move objects up to 30 pounds.

Interruptions and occasional emergency situationsInteraction with a wide range of guests, including handling concerns or complaintsBending, stretching, walking, sitting, and standing for extended periods. Ability to communicate to conduct program and exchange information with district employees and customers.

Ability to navigate emergency situations, including performing

CPR.HAZARDS

Possible contact with dissatisfied or upset individuals

PARKS TACOMA IS AN EQUAL OPPORTUNITY

EMPLOYER.All qualified persons will be considered for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, political affiliation, disability or any other merit factor. Members of ethnic minorities, women, special disabled veterans, veterans of the Vietnam-era, recently separated veterans, and other protected veterans, persons of disability and/or persons age 40 and over are encouraged to apply.

Parks Tacoma employs only U.S. citizens and lawfully authorized non-U.S. citizens. All new employees must show employment eligibility verification as required by the U.S. Citizenship and Immigration Services.

Parks Tacoma is committed to providing access and reasonable accommodation in its services, programs, activities, education and employment for individuals with disabilities. To request disability accommodation in the application process, contact Human Resources at hr@parkstacoma.gov.

Employment is subject to a national background check and pre-employment drug screening. This position is an at-will position with no written or implied contractual agreement.