Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional Development
Flexible working hours
Job Description
The Zoo is a vibrant, mission-driven destination attracting over 700,000 guests annually. With a commitment to providing unforgettable experiences and fostering a passion for wildlife and conservation, the Zoo is recognized for its engaging exhibits, innovative guest services, and dynamic events. This established institution not only offers educational and recreational opportunities to families and individuals but also cultivates a positive work culture that encourages teamwork, innovation, and leadership development. Known for its welcoming atmosphere and dedication to guest satisfaction, the Zoo is continually expanding and enhancing its offerings to engage diverse communities and visitors from around the region and beyond.
We are currently seeking a passionate and energetic Director of Guest Services to join our leadership team. This pivotal role will oversee six major guest service areas, including food and beverage venues, event and rental operations, retail and guest rentals, admissions and experiences, and group and membership sales management. With a large seasonal workforce and dedicated year-round leadership staff, this position requires a leader who thrives in fast-paced, high-energy environments and possesses exceptional skills in team development, operations management, and guest experience enhancement.
As the Director of Guest Services, you will be responsible for creating and maintaining an outstanding culture of service and hospitality across all guest-facing operations. You will lead by example, fostering positivity, accountability, and a people-first approach that inspires your teams to deliver memorable and meaningful interactions every day. This role balances operational oversight with leadership responsibilities, ensuring that all guest service areas function smoothly while continuously improving and innovating to meet and exceed visitor expectations.
Key areas under your leadership include managing three primary food and beverage locations along with multiple snack and beverage points throughout the Zoo, coordinating a diverse range of events and rentals including weddings, corporate occasions, and private parties at premier venues like the award-winning Treehouse. You will also oversee retail operations encompassing the main gift store and kiosks, as well as handling guest rentals such as scooters, wagons, wheelchairs, and interactive offerings like face painting.
In admissions and experiences, you will supervise ticketing and membership sales, guest entry management, and exciting activities such as funicular rides, ropes courses, zip lines, camel rides, and virtual reality theater experiences. Supporting your leadership team are managers responsible for group sales and membership strategies, ensuring cohesive and strategic growth in attendance and guest engagement.
The ideal candidate for this leadership role is someone who leads with integrity and care, values coaching and mentoring team members, and embraces the challenge of balancing complex operations while cultivating a positive and engaging workplace culture. If you are motivated to make a significant impact, support talented teams, and contribute to the ongoing growth and success of the Zoo’s guest experience, this role offers a unique and rewarding opportunity to do so. Join us to help shape a vibrant future for the Zoo and its community of guests and staff alike.
We are currently seeking a passionate and energetic Director of Guest Services to join our leadership team. This pivotal role will oversee six major guest service areas, including food and beverage venues, event and rental operations, retail and guest rentals, admissions and experiences, and group and membership sales management. With a large seasonal workforce and dedicated year-round leadership staff, this position requires a leader who thrives in fast-paced, high-energy environments and possesses exceptional skills in team development, operations management, and guest experience enhancement.
As the Director of Guest Services, you will be responsible for creating and maintaining an outstanding culture of service and hospitality across all guest-facing operations. You will lead by example, fostering positivity, accountability, and a people-first approach that inspires your teams to deliver memorable and meaningful interactions every day. This role balances operational oversight with leadership responsibilities, ensuring that all guest service areas function smoothly while continuously improving and innovating to meet and exceed visitor expectations.
Key areas under your leadership include managing three primary food and beverage locations along with multiple snack and beverage points throughout the Zoo, coordinating a diverse range of events and rentals including weddings, corporate occasions, and private parties at premier venues like the award-winning Treehouse. You will also oversee retail operations encompassing the main gift store and kiosks, as well as handling guest rentals such as scooters, wagons, wheelchairs, and interactive offerings like face painting.
In admissions and experiences, you will supervise ticketing and membership sales, guest entry management, and exciting activities such as funicular rides, ropes courses, zip lines, camel rides, and virtual reality theater experiences. Supporting your leadership team are managers responsible for group sales and membership strategies, ensuring cohesive and strategic growth in attendance and guest engagement.
The ideal candidate for this leadership role is someone who leads with integrity and care, values coaching and mentoring team members, and embraces the challenge of balancing complex operations while cultivating a positive and engaging workplace culture. If you are motivated to make a significant impact, support talented teams, and contribute to the ongoing growth and success of the Zoo’s guest experience, this role offers a unique and rewarding opportunity to do so. Join us to help shape a vibrant future for the Zoo and its community of guests and staff alike.
Job Requirements
- bachelor's degree or equivalent experience in hospitality or related field
- minimum 5 years of leadership experience in guest service operations
- proven ability to manage large teams including seasonal employees
- strong organizational and multitasking skills
- passion for delivering exceptional guest experiences
- ability to work flexible hours including weekends and holidays
- proficiency in operational software and systems
Job Qualifications
- leadership experience in guest services or hospitality management
- strong team-building and coaching skills
- experience managing seasonal and permanent staff
- familiarity with operations in food and beverage, events, retail, admissions, or membership sales
- excellent communication and interpersonal skills
- ability to work in a fast-paced, dynamic environment
- strategic thinking with a focus on guest experience enhancement
Job Duties
- oversee guest-facing operations across food and beverage venues, events and rentals, retail and guest rentals, admissions and experiences, and group sales and membership support
- lead and develop a large seasonal and year-round workforce
- create and maintain a positive, accountable culture focused on guest experience
- coordinate logistics and staffing for events including weddings and corporate gatherings
- manage ticketing, membership sales, and various guest activities to enhance visitor engagement
- support leadership in sales strategy and operational excellence
- ensure smooth day-to-day operations while driving continuous improvement
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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