Operations Manager-Admissions and Concierge

Denver Zoo•Denver, CO

About The Position

Denver Zoo Conservation Alliance (DZCA) is a leader in animal care, wildlife conservation, and education. We are passionate about our commitment to excellence in support of our mission of Inspiring Communities to Save Wildlife for Future Generations. DZCA honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions -- Inspire Awe: Safety, Care, Connect, and by embracing our Core Values of: Welcoming, Curious, United, Courageous, and Transformative in all that we do. The Operations Manager – Admissions and Concierge advances DZCA’s mission, strategy, and goals by leading operational programs that support the guest experience at arrival and entry, including parking, admissions, call center operations, and concierge services. This role oversees teams responsible for ticketing, reservations, membership support, and elevated guest experiences that shape the first impression of Denver Zoo Conservation Alliance. Through strong operational leadership, this role is responsible for ensuring efficient, accurate, and welcoming entry experiences while maintaining service standards and optimizing systems that support guest access and arrival. Working closely with internal partners across the organization, the Operations Manager – Admissions and Concierge ensures the zoo is operationally prepared each day by coordinating arrival operations, managing capacity and flow at entry points, and supporting guest access to programs and experiences. This role serves in the Guest Experience Duty Manager rotation up to 3 days a week (4, seasonally), providing centralized operational leadership and real-time decision-making during daily operations Our team is made up of passionate and diverse professionals dedicated to providing excellent care for our animals while creating meaningful experiences for our guests. If you're excited to contribute your skills in a collaborative and innovative environment, Denver Zoo Conservation Alliance is the place for you!

Requirements

Completion of, or progress toward, a two-year degree in hospitality management, business administration, tourism, parks and recreation, or a related field is preferred; however, any equivalent combination of education and relevant experience that demonstrates the knowledge and skills necessary to perform the position will be considered.
Requires a minimum of two years of experience in guest operations, hospitality, visitor services, or a related field, including supervisory experience.
An equivalent combination of professional experience, lived experience, and/or special skills that demonstrate the ability to successfully perform the role will also be considered.
Strong leadership and operational management skills with the ability to oversee complex guest access operations, including admissions, reservations, and concierge services in a high-volume environment.
Demonstrated ability to manage transactional systems, guest data, and operational workflows with a high level of accuracy and attention to detail.
Excellent situational awareness and decision-making skills with the ability to assess operational conditions and lead teams effectively during incidents, emergencies, and high-pressure operational situations.
Proven ability to coach, mentor, and develop supervisory staff while fostering a culture of accountability, professionalism, safety, and exceptional guest service.
Strong organizational and strategic planning skills with the ability to manage multiple operational priorities, programs, and initiatives simultaneously.
Excellent written and verbal communication skills with the ability to clearly communicate expectations, operational updates, and guest experience priorities to staff, leadership, and organizational partners.
Strong guest service orientation with the ability to manage guest concerns, guide service recovery efforts, and promote inclusive and welcoming experiences for diverse audiences.
Ability to manage and optimize guest flow at arrival and entry points, including parking management, wayfinding/rentals management, and throughput efficiency.
Ability to troubleshoot and coordinate responses to system or technology-related issues impacting admissions, reservations, or guest services.
Proficiency in Microsoft Office Suite and familiarity with operational systems such as point-of-sale, ticketing, CRM, scheduling, or incident reporting platforms.
Demonstrated professionalism and discretion when handling confidential or sensitive information.
Ability to work outdoors in varying weather conditions and support operational needs during inclement weather or emergency situations
Ability to pass a physical examination, background check and pre-employment drug and alcohol screen.
Clear driving record.
Required to obtain and maintain a Colorado Class “R” Driver’s License with a clear driving record within three months of hire and maintain throughout employment.
Ability to lift up to 50 lbs.
Expectation to work a 5-day non-traditional work week (including Saturday and Sunday) with regular availability to work weekends, evenings, and holidays, time off planned with notice.

Nice To Haves

Experience working in a high-volume attraction such as an amusement park, zoo, aquarium, museum, or science center is preferred.
Experience working with ticketing systems, point-of-sale platforms, CRM systems, or reservation tools is strongly preferred.

Responsibilities

Staff Leadership and Development Provide leadership and supervision for Operations Coordinators, Specialists, and seasonal staff responsible for delivering guest-facing services and operational programs across the zoo campus.
Lead, coach, and develop supervisory staff to ensure consistent service standards, operational readiness, and professional guest engagement across admissions, parking, and concierge operations.
Establish clear expectations for operational performance, accountability, safety, and guest experience across attractions, amenities, and guest interaction points.
Oversee staff performance management, including coaching, feedback, recognition, and disciplinary processes in partnership with Human Resources.
Collaborate with Workforce Management to ensure appropriate staffing levels, onboarding readiness, and ongoing training for operational teams.
Foster a culture of teamwork, inclusion, and mission-aligned service that supports exceptional experiences for all guests.
Program Design and Development Lead the development, implementation, and continuous improvement of operational programs that support the delivery of high-quality guest experiences throughout the zoo campus.
Develop and maintain operational procedures, service standards, and training resources that support consistent guest experiences across attractions, animal experiences, and guest amenities.
Monitor operational performance and guest feedback to identify opportunities to improve safety, accessibility, efficiency, and experience quality.
Partner with internal departments to support the successful implementation of new experiences, programs, and operational initiatives.
Develop and maintain operational documentation, program standards, and resources that support effective training and consistent program delivery.
Daily Operations Leadership Provide operational leadership during daily zoo operations to ensure the campus is prepared to safely and effectively deliver for guests.
Serve in the Guest Experience Duty Manager rotation, providing centralized operational leadership and coordinating responses to daily operational needs, incidents, or service disruptions.
Monitor campus readiness, including safety, cleanliness, functionality of guest spaces, and operational preparedness of attractions and experiences.
Coordinate cross-department operational responses to weather conditions, capacity challenges, operational incidents, or unexpected changes affecting guest experience.
Support operational decision-making related to guest flow, crowd management, and real-time adjustments to maintain safe and efficient operations.
Ensure daily operational conditions and guest experience impacts are documented and communicated to senior leadership.
Support irregular operations such as closure, snow removal, inclement weather, etc.
Collaboration and Communication Serve as a primary liaison and operational partner between Guest Experiences and departments including IT, Finance, Marketing, Security, and Membership teams to support admissions and guest access systems.
Coordinate cross-department efforts to ensure accurate ticketing, reservation systems, and guest communications related to entry and experiences.
Communicate operational updates affecting admissions, reservations, and guest arrival experience to staff, leadership, and relevant partners.
Support organization-wide initiatives, promotions, and programs that impact guest attendance, entry operations, or booking systems.
Document operational trends, transaction issues, guest feedback, and system performance to support continuous improvement of admissions and concierge programs.
Other Responsibilities and Duties