Guest Experience Director

The Guest Experience Operations Director is responsible for shaping and delivering an exceptional, mission‑driven experience for all guests at the Alaska Sea Life Center (ASLC). This position provides strategic and operational leadership for a multidisciplinary team encompassing Guest Services, Security, Custodial, Facilities (public‑facing areas), and Interpretation & Engagement. The role ensures that every aspect of the visitor journey—physical, emotional, and intellectual— is welcoming, safe, accessible, and meaningful, while reflecting the values, mission, and strategic goals of the ASLC.

The Director establishes high standards of guest service, hospitality, and operational excellence, ensuring a seamless and memorable experience for visitors, members, donors, and community partners.

• Bachelor’s degree in Hospitality, Business, or a related field, or an equivalent combination of education and 7- 10 years of progressive leadership experience in guest experience or operations, preferably within a cultural institution, zoo, aquarium, or nonprofit organization.
• Demonstrated ability to lead and motivate diverse teams across multiple operational functions.
• Experience overseeing guest‑facing operations including visitor services, food & beverage, retail partnerships, or hospitality environments.
• Strong organizational, project management, interpersonal, and communication skills.
• Proven commitment to diversity, equity, accessibility, and inclusion in public‑facing environments.

This position has five primary responsibilities:

• Develop and implement a comprehensive vision for the guest experience that aligns with the Center’s mission, brand, and strategic goals.
• Serve as the internal advocate for the guest perspective, ensuring organizational decisions support a consistent, high‑quality visitor experience.
• Establish and uphold hospitality and service standards that ensure every guest interaction reflects the Alaska Sea Life Center’s commitment to excellence.
• Use data, guest feedback, and direct observation to identify opportunities and address gaps across the visitor journey.

• Lead daily operations for Guest Services, Security, Custodial, Facilities (public‑facing areas), Learning, and Interpretation & Engagement teams.
• Ensure all public spaces are clean, safe, welcoming, and accessible.
• Oversee staffing, training, scheduling, and performance management across assigned functional areas.
• Collaborate closely with Facilities, Animal Care, Exhibits, and Events, and hospitality vendors or partners to coordinate visitor flow, guest safety, maintenance, guest impact, and operational readiness.

• Develop and implement strategies to enhance earned revenue through admissions, memberships, education programs, and other on‑site guest experiences.
• Partner with Marketing, Development, and Retail/Food partners to optimize guest‑facing offerings and identify new revenue opportunities.
• Monitor and analyze key performance indicators (KPIs), including attendance, guest satisfaction, and per‑visitor spending, to support data‑informed decision‑making.

• Provide leadership to the Learning and Interpretation & Engagement teams in collaboration with Exhibits to ensure content and programming are engaging, accessible, and relevant to diverse audiences.
• Champion inclusive storytelling, way finding, and signage that strengthen the educational, emotional, and experiential aspects of the visitor journey.

• Ensure compliance with all safety protocols, emergency procedures, and ADA accessibility standards.
• Promote a culture of inclusion, empathy, and equity in guest service policies and practices.
• Cultivate a strong, service‑oriented team culture grounded in communication, collaboration, accountability, and continuous improvement.
• Mentor and support managers and team leads, encouraging professional growth, cross‑functional problem solving, and innovation.

• This is a hands‑on, on‑site leadership position…