Position Type: Full-Time
Location: Supports Multiple Campuses
Directly Reports to: Chief Experience Officer
Department: Experience
Classification: Exempt
Salary: Starting at $135,000 annually
Position Summary: The Sr. Director of Guest Experience is the leadership position responsible for driving the guest relationship from first contact through long-term loyalty. This role leads multiple high-impact functions — Events (Public and Private), Sales, Membership, Guest Experience (Tours, Guest Relations and Group Ticketing) — with accountability for revenue generation, guest satisfaction, and the delivery of exceptional experiences that reflect our organizational mission and vision.
Reporting directly to the Chief Experience Officer, this leader will serve as an integrating force across the guest-facing organization. The ideal candidate is a strategic operator and people-first leader who thrives at the intersection of hospitality, community engagement, and business performance.
Responsibilities:
Leadership & Team Management
- Lead, develop, and inspire a team of directors and staff across departments
- Establish clear performance standards, provide regular coaching, and cultivate a high-accountability, high-creativity team culture
- Manage hiring, onboarding, professional development, and succession planning across all four major functions
- Foster cross-departmental collaboration and serve as a key liaison to organizational leadership
Events
- Partner with the Director of Events to oversee planning, execution, and evaluation of all public, private, and internal events.
- Establish operational standards and a consistent event framework that elevates guest experience while improving efficiency and scalability.
- Partner with Marketing & Communications to ensure events align with brand storytelling and drive visibility and attendance
- Build and maintain a pipeline of new event concepts that expand revenue and deepen community connection
Sales
- In partnership with the Director of Event Sales, lead the Zoo's group sales and private venue rental efforts with a focus on sustainable, relationship-based growth
- Develop and manage a multi-channel sales strategy that supports organizational goals
- Track and report on pipeline activity
- Represent the organization externally as a credible and compelling voice for partnership and engagement
Membership
- With the Director of Membership, lead the full membership lifecycle — acquisition, onboarding, engagement, renewal, and lapsed-member recovery — with a focus on retention and lifetime value
- Develop tiered membership offerings and benefits structures that reflect guest needs and support organizational positioning
- Leverage data and guest insights to personalize outreach, improve conversion, and increase member satisfaction
- Collaborate with Experience and Education teams to ensure members receive meaningful, differentiated access and programming
Guest Experience
- Oversee the design, staffing, and delivery of all guided and self-guided tour offerings, including general admission, behind-the-scenes, and premium experiences
- Identify opportunities to expand and price premium tour products in support of broader revenue goals
- Monitor guest feedback and operational data to continuously refine tour offerings and scheduling in partnership with the research teams
- In partnership with the Director of Guest Experience, lead strategy and set pricing, packaging, and capacity strategies that balance revenue goals with guest flow and on-grounds experience
- Streamline booking, payment, and confirmation processes to reduce friction for group organizers and front-line staff
- Oversee guest services functions, including front-line support, issue resolution, accessibility accommodations, and feedback management
- Establish service standards and response protocols that ensure timely, empathetic resolution of guest concerns
- Use guest feedback trends to inform operational improvements and elevate the end-to-end guest journey
- Champion a culture of hospitality and service excellence across front-line teams
Qualifications:
Required
- 7+ years of progressive leadership experience in guest experience, hospitality, events, membership, sales, or a related guest-facing field
- Demonstrated experience managing and developing high-performing teams across multiple functional areas
- Proven track record of driving revenue growth through events, sales pipelines, ticketing, or membership programs
- Strong budget management skills, including forecasting, expense oversight, and reporting to senior leadership
- Exceptional collaboration and communication skills — able to build trust across departments and with external stakeholders
- Experience using data and metrics to guide decisions, measure performance, and communicate results
- Guest-centered mindset with a commitment to creating meaningful, inclusive experiences
- Demonstrated ability to resolve service issues with empathy, judgment, and professionalism
- All successful candidates for this position will be required to undergo a criminal background check.
Preferred
- Experience in a zoo, museum, attraction, or mission-driven hospitality or cultural institution
- Familiarity with CRM platforms, ticketing systems, or membership management software
- Background in developing tiered membership, loyalty, or premium experience programs
- Experience overseeing guest services or front-line hospitality operations at scale
Supervisory Responsibilities:
- Director of Events
- Director of Event Sales
- Director of Membership
- Director of Guest Experience
- 50+ Full-time staff across the four departments
Work Schedule:
- Monday - Friday
- Weekends and nights when applicable and events or programs are going on.
About the Saint Louis Zoo: The world-renowned Saint Louis Zoo is dedicated to saving species and bringing people and wildlife together. The Saint Louis Zoo cares for approximately 12,000 animals, many of which are endangered, and is dedicated to local and global conservation to save wildlife. Learn more at: https://stlzoo.org/
The Zoo is committed to the Three Keys (Animals Always, People Matter, and Operational Excellence) and Core Values (Community, Creativity, Openness, Integrity, and Life-Work Balance. Learn more at: https://stlzoo.org/
About St. Louis, Mo: From Explore St. Louis: “Urban explorer, outdoor adventurer, aficionado of family fun – no matter your travel persona, you’ll find plenty to do in St. Louis. The city is brimming with free, world-class attractions and boasts an arts-and-culture scene that’s second to none. Plus, fans of fresh air will be surprised and delighted by our flourishing public parks, miles of trails and exhilarating waterways. Sprinkle in a bit of our secret sauce – the warmth and hospitality of the residents – and you’ll discover that St. Louis dishes up undeniably epic travel experiences. Don’t take our word for it, though. Come and see for yourself.” Learn more at https://explorestlouis.com/
