Director of Guest Services

Omaha's Henry Doorly Zoo and Aquarium•Omaha, NE

4d•Onsite

About The Position

The Director of Guest Services is a strategic, guest-centered leader responsible for creating exceptional experiences for every member and guest visiting Omaha's Henry Doorly Zoo & Aquarium and Lee G. Simmons Wildlife Safari Park. This role leads the Guest Services operations that shape the first and last impressions of every visit, ensuring operational excellence while advancing the organization's mission through outstanding hospitality, accessibility, and service. The Director develops and executes strategies that elevate the guest experience, strengthen member engagement, optimize revenue performance, and build a culture of service excellence. This leader oversees Membership, Ticketing, Rides & Attractions, Theater, Animal Interactions, and front-line Guest Services operations to deliver a seamless and engaging guest experience. The Director balances operational efficiency with innovation and continuous improvement. The successful candidate is an inspiring people leader, an analytical decision-maker, and a collaborative partner who empowers teams, leverages data to drive improvements, and creates memorable experiences that encourage lifelong connections with animals and conservation.

Requirements

Bachelor's degree in Hospitality Management, Business Administration, Recreation, Tourism, or a related field.
Minimum of eight (8) years of progressive leadership experience in hospitality, attractions, museums, zoos, theme parks, tourism, sports, entertainment, or a related guest-focused industry.
Minimum of three (3) years leading managers and large operational teams.
Ability to work a flexible schedule, including evenings, weekends, and holidays, as operational needs and special events require.
Demonstrated success managing complex operations, budgets, staffing, and guest experience initiatives.
Strong financial acumen including budgeting, forecasting, labor management, and performance analysis.
Proven ability to interpret operational and financial data to drive strategic decision making.
Exceptional leadership, coaching, communication, and interpersonal skills.
Ability to build collaborative relationships across departments and organizational levels.
Strong conflict resolution, decision-making, and organizational skills.
Advanced proficiency in Microsoft Office, particularly Excel, PowerPoint, and Word.
Candidates will be required to pass a pre-employment background check, drug test, and possess a valid driver’s license with a good history.

Nice To Haves

Experience leading guest operations in a high-volume attraction, zoo, aquarium, museum, resort, theme park, or entertainment venue.
Experience with ticketing, membership, CRM, or point-of-sale systems.
Experience implementing guest experience strategies, service standards, or organizational culture initiatives.
Bilingual or multilingual communication skills.

Responsibilities

Provide leadership for all Guest Services operations, including Membership, Ticketing/Redemption, Rides & Attractions, Theater, and Animal Interactions, to ensure a seamless and consistent experience across all guest touchpoints.
Execute departmental strategies that align with the Zoo's mission, organizational priorities, attendance goals, and revenue objectives.
Foster a culture of hospitality, accountability, continuous improvement, and guest-focused decision making throughout the department.
Serve as a leader during daily operations and special public events, providing visible leadership and timely operational support.
Partner with the Vice President of Guest Experience to establish long-term operational strategies, departmental priorities, and improvement opportunities.
Champion an exceptional end-to-end guest journey by identifying opportunities to reduce friction, improve accessibility, and create memorable experiences.
Establish and maintain service standards, operational procedures, and training programs that consistently deliver best-in-class guest service.
In partnership with the Vice President of Guest Experience, monitor guest satisfaction metrics, survey data, and operational feedback to identify trends and implement continuous improvements.
Maintain a visible presence throughout Zoo grounds, engaging with guests and team members while proactively identifying opportunities to enhance the guest experience.
Lead the resolution of complex guest concerns with professionalism, empathy, and sound judgment.
Direct the daily operation of Membership, Ticketing/Redemption, Rides & Attractions, Theater and Animal Interactions functions.
Ensure seamless member services, operational alignment and exceptional arrival experience.
Manage and monitor departmental operating budgets while ensuring responsible stewardship of financial resources.
Analyze attendance, membership, labor, revenue, and operational performance data to identify trends, forecast future needs, and inform strategic decisions.
Ensure cash handling, financial controls, and operational procedures are consistently followed and regularly audited.
Forecast staffing requirements based on attendance projections, seasonal demand, and special events while maximizing labor efficiency and guest service.
Lead, coach, and develop a team of managers, supervisors, and seasonal employees through clear expectations, regular feedback, professional development, and succession planning.
Create an engaging, inclusive, and accountable work environment that attracts, develops, and retains exceptional talent.
Oversee recruitment, onboarding, training, coaching, performance management, and recognition programs for Guest Services.
Empower leaders to make guest-focused decisions while maintaining consistency in operational execution.
Ensure training programs prepare employees to confidently deliver exceptional service, resolve guest concerns, and represent the Zoo and Safari Park's mission.
Build collaborative partnerships across the organization to deliver seamless, safe, and memorable guest experiences while advancing the Zoo's mission and operational goals.
Partner with Marketing to align guest communications, promotions, and visitor information with operational priorities and the overall guest experience.
Work closely with Technology to optimize guest-facing systems, including ticketing platforms, kiosks, point-of-sale systems, mobile technologies, and digital guest experiences.
Partner with Facilities and Campus Operations to ensure grounds, amenities, signage, accessibility, cleanliness, and guest-facing infrastructure consistently support a high-quality guest experience.
Collaborate with Security and Safety to ensure emergency preparedness, guest and staff safety, incident response, and operational procedures are effectively implemented.
Work closely with Animal Care leadership to coordinate daily operations, exhibit access, animal interactions, and operational adjustments that support exceptional guest experiences while maintaining the highest standards of animal welfare.
Coordinate with the Events team to ensure staffing, guest flow, logistics, and operational support align with the successful execution of private and public events.
Partner with Retail and Food & Beverage leadership to enhance the overall guest journey.
Collaborate with Ride Maintenance and Safety teams to ensure the safe, reliable, and guest-friendly operation of rides and attractions through proactive communication, planning, and continuous operational oversight.
Establish performance metrics, operational standards, and key performance indicators for all Guest Services functions.
Identify opportunities to improve efficiency, reduce operational friction, and enhance the overall guest experience through process improvement.
Utilize data, analytics, and benchmarking to evaluate performance and drive informed decision making.
Ensure compliance with organizational policies, safety standards, cash controls, and applicable regulations.
Perform other duties as assigned.