Manager, Guest Services

Zoological Society•Pittsburgh, PA

6h•$52,000 - $60,000•Onsite

About The Position

The Guest Services Manager is a dynamic leader who champions exceptional guest experiences and ensures seamless daily operations across the zoo. This pivotal role combines strategic decision-making, team leadership, and hands-on coordination to create a welcoming, safe, and memorable environment for every guest. Key responsibilities include staff supervision, hiring, scheduling, training, policy enforcement, and emergency response.

Requirements

Bachelor's degree in Hospitality, Business Management, or equivalent experience
Minimum 3 years of supervisory experience in guest services or operations
Experience with high volume operations such as a zoo, theme park, or stadium
Experience interviewing, hiring, and onboarding new candidates
De-escalation, crisis management, and First Aid certification preferred
Proven leadership, problem-solving, and team-building skills
Excellent communication and conflict resolution abilities
Proficiency in staff scheduling and time approval systems

Nice To Haves

De-escalation, crisis management, and First Aid certification preferred

Responsibilities

Lead the Guest Services management team to deliver outstanding guest service and operational excellence
Mentor, coach, and develop Supervisors, Team Leaders, and Frontline Staff
Design and deliver engaging training programs and standard operating procedures
Interview, hire, and onboard frontline staff in coordination with the Director
Ensure appropriate staffing levels through scheduling and monitor staffing levels to match attendance fluctuations and seasonal events
Oversee time approval and personnel matters to ensure accurate payroll and staff support
Ensure staff are being utilized effectively and efficiently by planning and assigning meaningful tasks and assignments to ensure park operations run smoothly and guests have an optimal experience
Ensure add-on guest experiences are available for key dates throughout the year and adequately staffed with well-trained team members
Make real-time decisions to optimize guest flow and satisfaction
Monitor team performance and processes to uphold high service standards
Coordinate with the Director to develop seasonal staffing plans to ensure coverage during peak attendance periods
Support seasonal programming, such as the Jack O 'Lantern Extravaganza, ZooBoo, Zoo Lights, and Penguins on Parade with tailored staffing and logistics
Analyze seasonal guest feedback to inform improvements for the upcoming year
Proactively report safety concerns to Maintenance, Security, and Animal Care departments
Represent Guest Services at committee meetings
Serve as the primary first aid contact when EMT or Director of Safety & Security are unavailable
Communicate policy updates and zoo-wide news to staff
Represent Guest Services in leadership meetings when the Director is unavailable
Collaborate with the Director to define performance benchmarks and evaluation criteria
Develop and enforce policies and procedures that enhance the guest experience
Resolve guest inquiries and complaints with empathy and professionalism across all channels
Escalate complex issues to the Director when necessary
Identify opportunities to create a more inclusive and accessible zoo experience for all
Stay current on zoo safety protocols and emergency procedures
Take on other related responsibilities as needed to support the team and guest experience
Respond promptly to guest inquiries or direct them to appropriate staff
Maintain thorough knowledge of habitat, restroom, concession, and rental locations
Resolve guest concerns and de-escalate challenging situations with care
Ensure cleanliness by disposing of litter and maintaining park standards