Description

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

1.     Attendance and Dependability: Demonstrates reliability and timely completion of responsibilities

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

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

4.     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