Guest Services Manager-Nova Wild Zoo

Job Description

We are seeking a dynamic and guest-focused individual to join our team as the Zoo Guest Services Manager. In this role, you will be responsible for providing exceptional experiences for our guests by overseeing all aspects of guest services, including ticketing, memberships, visitor information, special events, and retail store. The ideal candidate is passionate about delivering outstanding customer service, building positive relationships with guests, and enhancing the overall visitor experience at our zoo.

• Manage the day-to-day operations of the guest services department, including ticketing, memberships, guest relations, and gift shop.
• Hire, train, and supervise guest services staff, ensuring they deliver excellent customer service and adhere to zoo policies and procedures.
• Develop and implement strategies to enhance the guest experience, increase visitor satisfaction, increase revenue, and promote repeat visitation.
• Oversee the ticketing system, including pricing, promotions, and sales reporting under direction of the zoo ownership.
• Ensure efficiency of ticketing, field trips, and special events. Relays guest feedback and interacts with guests to obtain feedback.
• Coordinate the implementation of membership programs, including recruitment, retention, and benefits administration.
• Serve as a liaison between guests and other zoo departments to address inquiries, complaints, and special requests.
• Collaborate with marketing, facilities, and animal care teams to plan and execute special events, promotions, and educational programs.
• Monitor guest feedback and implement improvements based on survey data and visitor comments.
• Maintains and oversees guest services budget and coordinates with owners on expenses.
• Ensure compliance with safety regulations and accessibility standards to provide a welcoming environment for all guests.
• Experience in crisis mitigation and prevention.
• Cross trains with animal care teams and facilities teams to assist where needed.
• Other duties as assigned.

• Bachelor's degree in Hospitality Management, Business Administration, or related field (preferred).
• Previous experience in guest services, hospitality, or customer service management, preferably in a zoo, museum, theme park, or similar environment.
• Strong leadership and communication skills, with the ability to motivate and inspire a team. Experience with scheduling and implementing disciplinary action.
• Excellent organizational and problem-solving abilities, with a focus on attention to detail.
• Experience managing and making budgets.
• Proven revenue generating skills and mindset.
• Experience working with vendors and coordinating with gift shop manager to increase revenue and sales throughout the park.
• Proficiency with square point of sale systems.
• Proficiency in Microsoft Office Suite.
• Ability to work weekends, holidays, and evenings.
• Passion for wildlife conservation and environmental education.
• CPR and First Aid certification (preferred).

• Healthcare, matching 401k, paid time off