Director of Guest Services
Location
Omaha, Nebraska, United States
Work type
Onsite
Employment
Full Time
Experience
8-10 years
Compensation
$85.9K - $85.9K per year
Posted
2h ago
Summary and responsibilities
Role overview
Summary
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 Guest Services operations, ensuring operational excellence and advancing the organization's mission through outstanding hospitality, accessibility, and service. The Director develops and executes strategies to elevate the guest experience, strengthen member engagement, optimize revenue performance, and build a culture of service excellence.
Summary
The Director of Guest Services provides strategic leadership for guest-facing operations at Omaha's Henry Doorly Zoo & Aquarium and Lee G. Simmons Wildlife Safari Park. The role is responsible for delivering exceptional guest experiences while supporting the Zoo's mission through outstanding hospitality, operational excellence, accessibility, and service.
The Director oversees Membership, Ticketing, Rides & Attractions, Theater, Animal Interactions, and front-line Guest Services operations, driving guest satisfaction, member engagement, operational efficiency, revenue growth, and continuous improvement.
Key Responsibilities
Leadership & Strategy
Lead all Guest Services operations to ensure a consistent, high-quality guest experience.
Execute strategies supporting attendance, revenue, and organizational goals.
Foster a culture of hospitality, accountability, and continuous improvement.
Provide leadership during daily operations and special events.
Partner with executive leadership on long-term planning and departmental priorities.
Guest Experience
Improve the end-to-end guest journey through service enhancements and accessibility.
Establish service standards, operating procedures, and staff training.
Monitor guest feedback and operational metrics to drive improvements.
Maintain a visible presence throughout Zoo properties.
Resolve complex guest concerns professionally and effectively.
Operations & Financial Management
Oversee Membership, Ticketing, Rides & Attractions, Theater, and Animal Interactions.
Manage departmental budgets, staffing, revenue, labor, and operational performance.
Analyze attendance and financial data to support planning and forecasting.
Ensure compliance with cash controls, policies, and operational procedures.
Team Leadership
Recruit, coach, develop, and evaluate managers, supervisors, and seasonal employees.
Oversee onboarding, training, performance management, and succession planning.
Foster an inclusive, accountable, and guest-focused culture.
Collaboration & Operational Excellence
Partner with Marketing, Technology, Facilities, Security, Animal Care, Events, Retail, Food & Beverage, and Ride Maintenance to enhance guest experiences.
Improve operational efficiency through KPIs, process improvements, analytics, and compliance with safety and organizational standards.
Perform other duties as assigned.
Supervisory Responsibilities
Directly supervises:
Membership Manager
Assistant Manager of Guest Services (Zoo)
Assistant Manager of Guest Services (Wildlife Safari Park)
Guest Services Supervisors
Clerical Staff
Provides indirect leadership to a large seasonal and part-time workforce across both properties.
Required Qualifications
Bachelor's degree in Hospitality Management, Business Administration, Recreation, Tourism, or related field.
8+ years of progressive leadership experience in hospitality, attractions, tourism, entertainment, museums, zoos, aquariums, or similar industries.
3+ years managing managers and large operational teams.
Demonstrated success managing budgets, staffing, guest service operations, and complex projects.
Strong financial, analytical, leadership, coaching, communication, and organizational skills.
Ability to build collaborative cross-functional relationships.
Advanced Microsoft Office proficiency (Excel, PowerPoint, Word).
Flexible schedule, including evenings, weekends, holidays, and special events.
Valid driver's license and successful background and drug screening.
Preferred Qualifications
Leadership experience 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, service excellence, or culture improvement initiatives.
Updated 2h ago
Candidate fit
Skills and qualifications
Additional skills
Experience
8-10 years
How this role is positioned
Role classification
Job domains
Industries
Employment
Full Time
Contract duration
Permanent
Hiring type
Direct
Global hiring
Location specific
Offer details
Compensation and benefits
Compensation
$85.9K - $85.9K per year
Location, schedule, and role shape
Work setup
Work conditions
Bandwidth profile
Context on the employer
Company snapshot
Company
Omaha's Henry Doorly Zoo & Aquarium
Team size
Growing team
Location
Omaha, Nebraska, United States
Omaha's Henry Doorly Zoo & Aquarium operates Omaha's Henry Doorly Zoo & Aquarium and Lee G. Simmons Wildlife Safari Park, dedicated to creating exceptional guest experiences and advancing its mission through hospitality and service.
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Director of Guest Services
Omaha, Nebraska, United States • Full Time