Manager, Guest Services

Pittsburgh Zoo & Aquarium

Manager, Guest Services

Position Description

Position Title: Manager, Guest Services Job Code:

Department: Guest Services Job Grade:

Reports To: Director, Guest Services FLSA Status: Salaried; exempt

Job Summary

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.

Key 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

Additional Duties

Take on other related responsibilities as needed to support the team and guest experience

Performance Factors

Attendance and Dependability: Demonstrates reliability and timely completion of responsibilities

Communication and Contact: Communicates clearly and effectively with staff, guests, and stakeholders

Relationships with Others: Fosters positive, professional relationships across departments and with the public

Guest Experience and Park Presentation:

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

Qualifications

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

Work Environment

Blend of office work and active engagement throughout zoo grounds

Ability to stand, walk, and respond swiftly to emergencies

Flexibility to work holidays and evening special events

All work performed on grounds

At least one weekend day will be part of the regular work schedule