Director of Guest Experience & Revenue

Brookfield Zoo Chicago•Brookfield, IL

4d•$89,583 - $98,541•Onsite

About The Position

Join the PRIDE and Brookfield Zoo Chicago’s mission to ignite emotional connections with wildlife that spark conservation action while leading vital programs to protect endangered species. Our beautiful 235-acre campus offers a living classroom that is home to over 3,500 animals representing 500 species. Brookfield Zoo Chicago is embarking on a groundbreaking, ambitious Next Century Plan to achieve our vision. It is the beginning of an exciting transformative journey! The Director of Guest Experience & Revenue is a non-union full-time salaried position, grade 10 with an expected hiring range of $89,583 to $98,541 annually. Please see Compensation and Benefits Summary section below the job description information. The Director of Guest Experience and Revenue at Brookfield Zoo Chicago (“BZC”) is a leader driving the Zoo's mission of inspiring conservation leadership through exceptional guest service practices, training and team support. This dynamic role is responsible for overseeing critical operational areas including Guest Admissions, Guest Attractions (Carousel, Motor Safari, Virtual Reality Experiences, and more), and Wild Connections Animal Experiences, ensuring that every guest interaction upholds the highest standards of service excellence. Brookfield Zoo Chicago welcomes nearly two million guests each year to our expansive 235-acre zoological park filled with abundant options for guests to connect, enjoy animals and support conservation. Beyond enhancing the guest experience, the Director will focus on innovative earned revenue strategies, with a renewed emphasis on new experiences, group sales and partnerships, to maximize the Zoo's financial growth and position as a leading destination.

Requirements

Bachelor's degree in business, Communication, Liberal Arts, Education or other relevant field, or eight years of equivalent experience required.
High school diploma or educational equivalent (e.g., GED.) required.
Five years of comparable-level and scope of experience in the service industry required, including experience managing multiple-location sales operations.
Excellent business knowledge and skills with relevant functional knowledge of ticketing and cash-handling processes required.
Proven strategic approach and strong customer service orientation.
Ability to effectively prioritize and manage multiple projects/tasks simultaneously and meet critical deadlines.
Excellent leadership, interpersonal and communication skills including verbal, written and listening required.
English fluency at a professional working proficiency.
Excellent organizational, administrative, decision-making, and problem-solving skills.
Proficiency in Microsoft Outlook, Word and Excel required.
Strong figure aptitude.
Must be able to establish, develop, and maintain a strong rapport and positive, engaging relationships with all levels of staff and external audiences.
Cultural proficiency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.
Valid driver’s license required. Illinois residents must possess a valid Illinois license within 90 days of hire. Valid out-of-state license required for out-of-state residents.

Nice To Haves

Skills with relevant functional knowledge of the attraction business preferred.
Ability to develop, manage, and forecast budgets a plus.
Multilingual ability, Spanish fluency a plus.

Responsibilities

Oversite of programs, practices and procedures within assigned area to achieve departmental goals that are aligned with institutional goals, including short and long-term goals for assigned operations.
Monitor departmental performance against operating plans, budgets, and established objectives, including, but not limited to: analyzing sales, developing revenue and attendance projections, and recommending operational and program changes as needed. Provide timely reporting of information to management and subordinates on results. Recommend changes in staffing, systems, and/or operations to achieve stated goals.
Lead the development and delivery of comprehensive hospitality training programs to ensure staff are equipped with the skills and knowledge to deliver outstanding guest experiences. Provide coaching and direct supervision to staff. Responsible for the proper training and staff development of all full-time reports and over 150 seasonal staff members to ensure exceptional guest experiences and adherence to all institutional procedures and practices. Communicate all relevant issues/news to staff to ensure crew are fully informed and can support institutional direction and provide appropriate information and messages to guests.
Develop and implement actions to improve workplace culture with an emphasis on driving results and fostering inclusion. Conduct accurate and timely performance appraisals and provide wage and employment recommendations. Actively lead employee engagement, talent development, recruitment, and retention initiatives. Leverage organizational resources (training and development, performance management systems, employee surveys, regular communications vehicles, staff meetings, etc.) to drive continuous improvement and positive outcomes.
With the Vice President, drive the development and execution of innovative ancillary revenue strategies aimed at maximizing earned income, with a focus on admissions, attractions, food, and retail operations. Collaborate closely with the Director, Guest Services Operations and third-party partners to optimize offerings, drive sales, and create integrated experiences that enhance guest satisfaction and revenue. Relaunch and expand group sales efforts, identifying and capitalizing on new market opportunities to grow group visitation and associated revenue streams. Serve as a liaison with tourism and sales partners and industry organizations to enhance visibility, and drive visitation. Collaborate with Marketing team to create joint promotions and packages that attract tourists and boost attendance.
Ensure all guest service operations adhere to the Zoo’s safety protocols, legal requirements, and best practices in the industry. Proactively identify and mitigate potential risks to guest safety and satisfaction. Coordinate maintenance of structures and equipment within assigned area to ensure proper operation, appearance and cleanliness of facilities to provide exceptional guest experiences and maintain BZC safety standards.
Develop and implement strategies to continuously improve the guest experience, ensuring that all interactions reflect the Zoo’s commitment to exceptional service. Monitor and analyze guest feedback, leveraging insights to drive improvements in service delivery, attractions, and overall visitor satisfaction.
Work with departments throughout the Zoo to integrate programmatic and operational needs into Guest Service’s Operating Plan. Coordinate admission and access control operations with Police, Membership, Marketing & Communications, Cash Control, Finance, SSA Events, Animal Programs and internal attractions staff. Integrate Motor Safari tours with Conservation, Education and Training messaging.
Develops, implements, and continuously updates Standard Operating Procedures (SOPs) for all guest-facing operations to ensure consistency, efficiency, and adherence to best practices. Trains and supports staff in the application of SOPs, promoting operational excellence across all teams. Ensures all operations comply with relevant laws, regulations, and Zoo policies, proactively addressing any risks that may impact guest safety or operational integrity.
Champion and advance initiatives that promote diversity, equity, accessibility, and inclusion within all guest services and revenue-generating areas. Ensure that all programs, practices, and policies reflect the Zoo’s commitment to creating a welcoming environment for all guests and staff and actively work to eliminate barriers to participation and inclusion.
Other related duties as assigned.

Benefits

Paid Time Off (PTO)
Eight paid holidays per year
Medical Insurance (Blue Cross-Blue Shield HMO or PPO Plan)
Dental Insurance (PPO)
Vision Care Coverage (employee-paid)
Mental Health Support (EAP - Perspectives)
Retirement Savings (automatic enrollment at 6%, employer match up to 3% after one year of service, immediately vested for full-time employees)
Short-Term Disability benefits
Long-Term Disability benefits
Basic Term Life insurance
Basic AD&D insurance
Pre-tax Flexible Spending Accounts (FSA) for healthcare and/or dependent care expenses
Supplemental Term Life Insurance
Supplemental Accidental Death & Dismemberment Insurance
Supplemental Dependent Life Insurance
Group Accident Insurance
Group Critical Illness Insurance
Identity Theft Protection