Director of Guest Experience & Revenue

The Director of Guest Experience & Revenue is a non-union full-time salaried position, grade 10 with an expected hiring range of $89,583 to $98,541 annually. Please see Compensation and Benefits Summary section below the job description information.

Are you an ambitious operations leader ready to champion world-class guest experiences across multiple guest touchpoints? We are seeking a dynamic visionary to spearhead our high-volume sales and ticketing operations. In this guest service focused, high-impact role, you will blend strategic fiscal management with a passion for hospitality to elevate our visitor journey. If you thrive in fast-paced environments where culture, entertainment, and business strategy come together, this is your next definitive career move.

Successful candidate will have five years of comparable-level leadership managing multiple-location sales operations and a proven track record of balancing robust fiscal health with top-tier customer service orientation. Ideally in the service, hospitality, tourism, or amusement parks and attractions sectors with proven success working within museums, zoos, aquariums, or cultural institutions.

The Director of Guest Experience and Revenue at Brookfield Zoo Chicago ("BZC") is a leader driving the Zoo's mission of inspiring conservation leadership through exceptional guest service practices, training and team support. This dynamic role is responsible for overseeing critical operational areas including Guest Admissions, Guest Attractions (Carousel, Motor Safari, Virtual Reality Experiences, and more), and Wild Connections Animal Experiences, ensuring that every guest interaction upholds the highest standards of service excellence.

Brookfield Zoo Chicago welcomes nearly two million guests each year to our expansive 235-acre zoological park filled with abundant options for guests to connect, enjoy animals and support conservation. Beyond enhancing the guest experience, the Director will focus on innovative earned revenue strategies, with a renewed emphasis on new experiences, group sales and partnerships, to maximize the Zoo's financial growth and position as a leading destination.

PRIMARY

JOB DUTIES AND RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions of the position.

* Oversite of programs, practices and procedures within assigned area to achieve departmental goals that are aligned with institutional goals, including short and long-term goals for assigned operations.

* Monitor departmental performance against operating plans, budgets, and established objectives, including, but not limited to: analyzing sales, developing revenue and attendance projections, and recommending operational and program changes as needed. Provide timely reporting of information to management and subordinates on results. Recommend changes in staffing, systems, and/or operations to achieve stated goals.

* Lead the development and delivery of comprehensive hospitality training programs to ensure staff are equipped with the skills and knowledge to deliver outstanding guest experiences. Provide coaching and direct supervision to staff. Responsible for the proper training and staff development of all full-time reports and over 150 seasonal staff members to ensure exceptional guest experiences and adherence to all institutional procedures and practices.

Communicate all relevant issues/news to staff to ensure crew are fully informed and can support institutional direction and provide appropriate information and messages to guests.

* Develop and implement actions to improve workplace culture with an emphasis on driving results and fostering inclusion. Conduct accurate and timely performance appraisals and provide wage and employment recommendations. Actively lead employee engagement, talent development, recruitment, and retention initiatives. Leverage organizational resources (training and development, performance management systems, employee surveys, regular communications vehicles, staff meetings, etc.) to drive continuous improvement and positive outcomes.

* With the Vice President, drive the development and execution of innovative ancillary revenue strategies aimed at maximizing earned income, with a focus on admissions, attractions, food, and retail operations. Collaborate closely with the Director, Guest Services Operations and third-party partners to optimize offerings, drive sales, and create integrated experiences that enhance guest satisfaction and revenue. Relaunch and expand group sales efforts, identifying and capitalizing on new market opportunities to grow group visitation and associated revenue streams.

Serve as a liaison with tourism and sales partners and industry organizations to enhance visibility, and drive visitation. Collaborate with Marketing team to create joint promotions and packages that attract tourists and boost attendance.

* Ensure all guest service operations adhere to the Zoo's…