Guest Services & Retail Manager

Hattiesburg Convention Commission•Hattiesburg, MS

About The Position

The Guest Services & Retail Manager plays a key leadership role in delivering exceptional guest experiences at Hattiesburg Zoo & Serengeti Springs. This position oversees all retail and guest services operations, including ticketing and merchandise, while managing and developing a high-performing frontline team. The ideal candidate is an organized, guest-focused leader with strong retail operations experience and a passion for teamwork, training, and service excellence.

Requirements

Experience in retail operations and inventory management
Buying and purchasing experience, including merchandising and floor sets
Proven management and leadership experience
High school diploma required; Bachelor’s degree in a related field preferred
Strong organizational, communication, and problem-solving skills
Ability to work weekends, holidays, and varied schedules
Physically able to stand for long periods and work in a fast-paced environment

Nice To Haves

Guest-focused mindset with a passion for service
Strong attention to detail and operational consistency
Ability to motivate, train, and lead diverse teams
Adaptable, proactive, and solution-oriented

Responsibilities

Directly supervise the Retail & Ticketing Coordinator, Retail & Ticketing Lead Staff, and Guest Services Staff
Ensure all staff are properly onboarded, trained, and equipped to deliver outstanding guest service
Provide coaching, performance feedback, scheduling support, and ongoing staff development
Foster a positive, professional, and guest-first team culture
Oversee daily retail and ticketing operations to ensure efficiency, accuracy, and excellent guest interactions
Manage inventory control, stock levels, receiving, and organization of retail merchandise
Lead buying and purchasing of retail items, including product selection, ordering, and floor sets
Maintain visually appealing retail spaces through effective merchandising and floor presentation
Ensure cash handling procedures, POS accuracy, and operational policies are followed
Serve as a visible leader on the floor, supporting staff and resolving guest concerns when needed
Uphold high service standards across all guest touchpoints
Collaborate with the Director of Guest Services & Retail to enhance guest satisfaction and operational effectiveness
Assist with special events, seasonal operations, and peak attendance periods
Ensure compliance with safety, operational, and organizational policies
Comfortable standing and working on the for extended periods of time