Director Of Guest Services

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Description

DESCRIPTION

Lion Country Safari is seeking a Director of Guest Services to lead guest-facing operations and deliver exceptional guest experiences. This position oversees guest services, admissions, ticketing, front desk operations, guest relations, and service recovery while supporting operational excellence, revenue goals, and the organization's mission and values.

DUTIES AND RESPONSIBILITIES

• Lead guest-facing operations, including admissions, ticketing, front desk, and guest services.
• Develop guest experience standards and initiatives to improve satisfaction and performance.
• Lead and develop department managers and staff.
• Manage budgets, labor costs, operational resources, and departmental goals.
• Oversee guest feedback, service recovery, and escalated concerns.
• Collaborate with departments to support exceptional guest experiences.
• Develop procedures, support events and seasonal operations, and drive continuous improvement.
• Serve as a visible leader and ambassador for Lion Country Safari.

Requirements

MINIMUM QUALIFICATIONS

• Bachelor's degree in a related field or equivalent experience.
• 7+ years of progressive leadership experience in hospitality, attractions, tourism, guest services, or a related industry.
• 5+ years of experience managing managers or department leaders.
• Experience with budgeting, operations, and employee development.
• Strong leadership, communication, problem-solving, and organizational skills.
• Proficiency in Microsoft Office and reporting systems.
• Valid Florida driver's license.
• Ability to work weekends, holidays, evenings, and flexible schedules.
• Professionalism, sound judgment, and dependable attendance.

PREFERRED QUALIFICATIONS

• Experience in a zoo, aquarium, theme park, resort, attraction, or entertainment venue.
• Experience leading large guest-facing teams.
• Experience with guest experience, satisfaction, and reputation management.
• Experience with budgeting, forecasting, and operational analytics.
• CPR/First Aid certification.
• Bilingual communication skills.

BENEFITS

• Insurance coverage (medical, dental, and life)
• 401(k)
• Paid holidays and paid time off
• Performance based increase and review after first 90 days
• EMPLOYEE PERKS
• 40% off lunch at the restaurant
• 30% off all retail shops
• Free tickets to Lion Country Safari
• Free tickets to attractions through Florida and discounts for family members
• Free uniforms

MISSION STATEMENT

Be a leader in animal care, conservation, and education to inspire people through connections with wildlife in a fun, family-friendly environment.

ABOUT LION COUNTRY SAFARI

Lion Country Safari opened in 1967 and was developed with the goal of bringing the African safari experience (then, and now, an expensive and time-consuming trip) to families who would otherwise not be able to experience this type of adventure. The park prides itself on caring for large social groups of animals (including some of the largest herds of zebra, giraffe, and rhino on record in North America) in wide open, natural habitats. The animals roam these multi-acre preserves while guests are confined to their vehicles. The resulting experience is immersive and allows for a very natural environment for guests to see and connect with some of the world's most iconic species. A visit to Lion Country Safari brings people closer to wildlife in this unique setting and supports conservation efforts to save species. Lion Country Safari is accredited by the Association of Zoos and Aquariums, the gold standard in animal care, conservation, and education, and is Palm Beach County's largest attraction.

DFWP/EOE