Director of Guest Services

Director of Guest Services

Omaha Zoo
- Omaha, NE

Position Type:
Full Time

Job Title:

Director of Guest Services

FLSA Status:
Exempt

Classification:
Full-time

Hours:

One weekend day required for the first two months; schedule will then shift to primarily Monday
- Friday with flexibility as needed

Pay Rate:
Range starts at $85,898/year

The Director of Guest Services is a strategic, guest-centered leader responsible for creating exceptional experiences for every member and guest visiting Omaha's Henry Doorly Zoo & Aquarium and Lee G. Simmons Wildlife Safari Park. This role leads the Guest Services operations that shape the first and last impressions of every visit, ensuring operational excellence while advancing the organization's mission through outstanding hospitality, accessibility, and service.

The Director develops and executes strategies that elevate the guest experience, strengthen member engagement, optimize revenue performance, and build a culture of service excellence.

This leader oversees Membership, Ticketing, Rides & Attractions, Theater, Animal Interactions, and front-line Guest Services operations to deliver a seamless and engaging guest experience. The Director balances operational efficiency with innovation and continuous improvement.

The successful candidate is an inspiring people leader, an analytical decision-maker, and a collaborative partner who empowers teams, leverages data to drive improvements, and creates memorable experiences that encourage lifelong connections with animals and conservation.

Duties and Responsibilities (include but not limited to):

Leadership and Strategy

• Provide leadership for all Guest Services operations, including Membership, Ticketing/Redemption, Rides & Attractions, Theater, and Animal Interactions, to ensure a seamless and consistent experience across all guest touchpoints.
• Execute departmental strategies that align with the Zoo's mission, organizational priorities, attendance goals, and revenue objectives.
• Foster a culture of hospitality, accountability, continuous improvement, and guest-focused decision making throughout the department.
• Serve as a leader during daily operations and special public events, providing visible leadership and timely operational support.
• Partner with the Vice President of Guest Experience to establish long-term operational strategies, departmental priorities, and improvement opportunities.

Guest Experience

• Champion an exceptional end-to-end guest journey by identifying opportunities to reduce friction, improve accessibility, and create memorable experiences.
• Establish and maintain service standards, operational procedures, and training programs that consistently deliver best-in-class guest service.
• In partnership with the Vice President of Guest Experience, monitor guest satisfaction metrics, survey data, and operational feedback to identify trends and implement continuous improvements.
• Maintain a visible presence throughout Zoo grounds, engaging with guests and team members while proactively identifying opportunities to enhance the guest experience.
• Lead the resolution of complex guest concerns with professionalism, empathy, and sound judgment.

Operations and Revenue Management

• Direct the daily operation of Membership, Ticketing/Redemption, Rides & Attractions, Theater and Animal Interactions functions.
• Ensure seamless member services, operational alignment and exceptional arrival experience.
• Manage and monitor departmental operating budgets while ensuring responsible stewardship of financial resources.
• Analyze attendance, membership, labor, revenue, and operational performance data to identify trends, forecast future needs, and inform strategic decisions.
• Ensure cash handling, financial controls, and operational procedures are consistently followed and regularly audited.
• Forecast staffing requirements based on attendance projections, seasonal demand, and special events while maximizing labor efficiency and guest service.

Team Leadership

• Lead, coach, and develop a team of managers, supervisors, and seasonal employees through clear expectations, regular feedback, professional development, and succession planning.
• Create an engaging, inclusive, and accountable work environment that attracts, develops, and retains exceptional talent.
• Oversee recruitment, onboarding, training, coaching, performance management, and recognition programs for Guest Services.
• Empower leaders to make guest-focused decisions while maintaining consistency in operational execution.
• Ensure training programs prepare employees to confidently deliver exceptional service, resolve guest concerns, and represent the Zoo and Safari Park's mission.

Cross-Functional Collaboration

• Build collaborative partnerships across the organization to deliver seamless, safe, and memorable guest experiences while advancing the Zoo's mission and operational goals.
• Partner with Marketing to align guest communications, promotions, and visitor information with operational priorities and the overall guest…