Animal Care Professional, Predators

The Director of Guest Services leads the admissions, food service, retail, guest experiences, memberships, and rentals teams to provide industry-leading guest service at John Ball Zoo. They design, develop, and direct the implementation of short and long-range plans and strategies to enhance and expand our guest services throughout the Zoo. The Director of Guest Services is responsible for efficient operations to increase revenue and enhance the guest experience in ways that support the mission of John Ball Zoo.

• This position’s pay range: $114,000 - $126,000

A DAY IN THE LIFE OF THE DIRECTOR OF GUEST SERVICES AT JBZ

• The Director of Guest Services serves as a member of John Ball Zoo’s leadership team, fostering a collaborative environment among Zoo teams to provide a high level of guest service.
• They are responsible for designing and administering strategies for daily staffing; marketing retail, food, rentals, membership, and guest experience operations; and ensuring departmental budgets, quality control standards, and service goals are met across the Zoo.
• They mentor the managers of the guest services divisions, leading staff training, providing coaching, performance evaluation, and disciplinary action when necessary.
• In addition, they analyze operational costs to increase profitability and negotiate with vendors as needed.  

Experience Required

• QUALIFICATIONS FOR THE DIRECTOR OF GUEST SERVICES AT JBZ
• Bachelor’s degree from an accredited college or university in Business Management, Hospitality, Economics, Finance, or closely related field.
• 5+ years of experience in Guest Service, Hospitality, and/or Operations, with progressive responsibility and successful oversight of multiple food and retail outlets.
• 3+ years managing large teams, or an equivalent combination of education and experience.
• Proficiency in Microsoft Office Suite, with advanced skill in Microsoft Excel.
• Affinity for the mission and values of John Ball Zoo.
• Thorough working knowledge of retail, food, and guest service management practices.
• Proven track record in leading, motivating, and managing work teams to support organizational objectives and goals.
• Ability to use data to make decisions that maximize revenue and efficiency through guest services.
• Ability to interact positively with a wide array of individuals from diverse cultural and socioeconomic backgrounds.
• Flexible work hours may be needed periodically throughout the year, including some evenings and weekends.

Perks

• BENEFITS AT JBZ We offer incredibly competitive benefits.
• This includes FREE:
• Medical plan option
• Short-term disability
• Long-term disability
• Life Insurance
• Employee Assistance Program
• Dental & Vision for employee & family
• 12 Full weeks of parental leave ADDITIONAL BENEFITS We offer 6 days of personal time, generous vacation time and 11 paid Holidays each year.
• We offer a 7% employer contribution to your 401K, zoo discounts, employee-only zoo experiences, tuition reimbursement, additional medical benefits to meet you and your family's needs, and a FREE Premium Zoo membership for you and your family.

Salary

• 114,000 - 126,000