Director of Guest Services
Lion Country Safari, Inc.- FL•Loxahatchee Groves, FL
•Onsite
About The Position
Lion Country Safari is seeking a Director of Guest Services to lead guest-facing operations and deliver exceptional guest experiences. This position oversees guest services, admissions, ticketing, front desk operations, guest relations, and service recovery while supporting operational excellence, revenue goals, and the organization’s mission and values.
Requirements
- Bachelor’s degree in a related field or equivalent experience.
- 7+ years of progressive leadership experience in hospitality, attractions, tourism, guest services, or a related industry.
- 5+ years of experience managing managers or department leaders.
- Experience with budgeting, operations, and employee development.
- Strong leadership, communication, problem-solving, and organizational skills.
- Proficiency in Microsoft Office and reporting systems.
- Valid Florida driver’s license.
- Ability to work weekends, holidays, evenings, and flexible schedules.
- Professionalism, sound judgment, and dependable attendance.
Nice To Haves
- Experience in a zoo, aquarium, theme park, resort, attraction, or entertainment venue.
- Experience leading large guest-facing teams.
- Experience with guest experience, satisfaction, and reputation management.
- Experience with budgeting, forecasting, and operational analytics.
- CPR/First Aid certification.
- Bilingual communication skills.
Responsibilities
- Lead guest-facing operations, including admissions, ticketing, front desk, and guest services.
- Develop guest experience standards and initiatives to improve satisfaction and performance.
- Lead and develop department managers and staff.
- Manage budgets, labor costs, operational resources, and departmental goals.
- Oversee guest feedback, service recovery, and escalated concerns.
- Collaborate with departments to support exceptional guest experiences.
- Develop procedures, support events and seasonal operations, and drive continuous improvement.
- Serve as a visible leader and ambassador for Lion Country Safari.
Benefits
- Insurance coverage (medical, dental, and life)
- 401(k)
- Paid holidays and paid time off
- Performance based increase and review after first 90 days
- 40% off lunch at the restaurant
- 30% off all retail shops
- Free tickets to Lion Country Safari
- Free tickets to attractions through Florida and discounts for family members
- Free uniforms
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What This Job Offers
Job Type
Full-time
Career Level
Director
