Director of Guest Services

The Director of Guest Services is a passionate customer-centric leader responsible for ensuring engaging member and guest experiences and generating vital revenue for Omaha’s Henry Doorly Zoo and Lee G. Simmons Wildlife Safari Park. This position oversees a team of managers and supervisors, a large team of seasonal staff, and is the budget owner of important revenue operations including Membership, Admissions, Rides, Theater and Animal Interactions. Excellent leadership, analytical and communication skills are critical competencies that will enable this leader to deliver best-in-class guest operations and motivate large teams to uphold exceptional guest interactions. A leader in guest experience, this person is a member of the senior leadership team for the Zoo and Wildlife Safari Park.

Duties and Responsibilities:

• Oversees the Assistant Manager and Supervisors of Guest Services and Manager of Membership.
• Responsible for fiscal performance of Membership, Admissions, Rides, Theater and Animal Interactions, developing and managing the budget for these departments, and providing regular reporting.
• Directs daily operations for membership, ticketing, lobby, redemption gate, grounds, rides and theater
• Forecasts and establishes staffing levels necessary to operate efficiently and within budget for daytime hours and evening events; provides staffing requirements for supervisors to schedule.
• Oversees end-to-end guest journey, establishing steps of service that enable positive guest experiences that are keeping with organizational goals and result in high customer satisfaction scores.
• Ensure that established Zoo cash control procedures are followed.
• Supports Membership Manager with the ongoing development of the membership program, setting annual goals, and evolving programming with Zoo experience.
• Works closely with Technology and Marketing teams to ensure all guest-facing technology such as webstore, POS, kiosks, and printers are properly functioning and coordinated with messaging and offers being promoted to guests.
• Works closely with Events team to ensure evening events are properly staffed to ensure a consistent and quality guest experience.
• Works closely with Facilities and Security teams to ensure grounds are well-kept and safety procedures are followed by Guest Services Associates.
• Works closely with Rides Maintenance team to ensure safe operations - for staff and guests - of all rides.
• Supports Assistant Manager and Supervisors with interviewing and hiring full-time, part-time, and seasonal staff.
• With assistance from the Assistant Manager and Supervisors, ensures that an efficient orientation and training program is in place and implemented for all new hires in Guest Services.
• Interacts with guests regularly, serving as a representative of the Zoo and providing prompt and friendly customer service when needed.
• Maintains a constant pulse on daily operations and demonstrates a positive example to staff by being visible and available on grounds.
• Knows and understands the employee handbook and adheres to all stated disciplinary actions and personnel policies.
• Has the ability to perform as a Guest Services Associate as needed.
• Assists the VP of Guest Experience in strategic planning for the Guest Services department.
• Performs other duties as assigned by VP of Guest Experience.

Supervisory Responsibilities:

• Direct reports include Manager of Membership, Assistant Manager of Guest Services, Guest Services Supervisors, and clerical staff.

Qualifications:

• College graduate with a degree in hospitality management, business administration or related field.
• At least 10 years of professional experience in a related field.
• At least 3 years of management experience in a related industry.
• Strong organizational and conflict resolution skills required.
• Must be adept in analytic reasoning, problem solving, planning, budgeting, and forecasting.
• Ability to leverage large amounts of data to inform strategic decision making.
• Ability to manage priorities and workflow.
• Strong customer service orientation and interpersonal skills.
• Commitment to excellence and high standards.
• Basic competence in duties and tasks of supervised employees.
• Ability to collaborate and work effectively in a team environment with peers, subordinates, and superiors.
• Good judgment with the ability to make timely and sound decisions.
• Excellent communication skills in all aspects: verbal, written, and non-verbal.
• Appropriate, professional appearance and presentation.
• Advanced computer skills in Microsoft Office with an emphasis in Word, Excel and PowerPoint.
• Must have a valid driver’s license.

Work Environment and Requirements:

• Year-round evening, weekend, and occasional holiday availability required.
• Attendance at leadership meetings.
• Job requires individual to be able to stand for extended periods of time and walk long distances across the Zoo.
• This position will work in both an office environment and outside with significant exposure to weather.
• Physical effort may be required. This includes the ability to stand, sit, kneel, bend, twist, reach above the head, and climb.
• Ability to lift, push, pull, or move up to 25 lbs.

DISCLAIMER

• The information presented indicates the general nature and level of work expected of employees in this classification.
• It is not designed to contain, nor is it to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications and objectives required of employees assigned to this job.
• Omaha’s Henry Doorly Zoo & Aquarium is an Equal Employment Opportunity Employer as defined by the EEOC.