Manager, Guest Services

Pittsburgh Zoo and Aquarium

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

Salary

52,000-60,000

How to Apply

https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=e50aac5d-42b4-47ec-9c8b-c2bec46ca8a7&ccId=19000101_000001&jobId=578275&lang=en_US&source=CC2

Pittsburgh Zoo and Aquarium

1855 One Wild Place

Pittsburgh, PA 15206

Return to All Job Posts

Edit your job posting

General Settings

*

Title (limited to 100 characters)

*

*

Description

*

Rich Text Editor, listing_description

Editor toolbarsDocument Maximize Show BlocksEditing Cut Copy Paste Paste as plain text Paste from Word Clipboard Tools Undo Redo Find Spell Check As You Typeabout HelpStylesFormatFormatBasic Styles Bold Italic Underline Remove FormatParagraph Align Left Center Align Right Justify Justify Tools Insert/Remove Numbered List Insert/Remove Bulleted List Decrease Indent Increase Indent Block QuoteInsert Image Table Insert Horizontal Line Insert Special Character Insert HTML InsertLinks Link Unlink Anchor

Press ALT 0 for help

Rich Text Editor, listing_description

Elements path

Add details about the job itself here.

*

Experience

*

*

Comments

*

*

Salary

*

*

Category Type

*

Internship

Job

*

*

How should a candidate apply?

*

Rich Text Editor, listing_applyinfo

Editor toolbarsDocument Maximize Show BlocksEditing Cut Copy Paste Paste as plain text Paste from Word Clipboard Tools Undo Redo Find Spell Check As You Typeabout HelpStylesFormatFormatBasic Styles Bold Italic Underline Remove FormatParagraph Align Left Center Align Right Justify Justify Tools Insert/Remove Numbered List Insert/Remove Bulleted List Decrease Indent Increase Indent Block QuoteInsert Image Table Insert Horizontal Line Insert Special Character Insert HTML InsertLinks Link Unlink Anchor

Press ALT 0 for help

Rich Text Editor, listing_applyinfo

Elements path

Example: the mailing address, email address, fax number or website the applicant should use to apply. *

*

Job Perks

*

Company Info

*

Company Name

*

*

Address

*

*

*

*

City

*

*

State

*

Please Select

Alberta

Alabama

Alaska

American Samoa

Arizona

Arkansas

British Columbia

California

Colorado

Connecticut

Delaware

District of Columbia

Florida

Georgia

Guam

Hawaii

Idaho

Illinois

Indiana

Iowa

Kansas

Kentucky

Louisiana

Manitoba

Maine

Maryland

Massachusetts

Michigan

Minnesota

Mississippi

Missouri

Montana

Nebraska

New Brunswick

Newfoundland

Nevada

New Hampshire

New Jersey

New Mexico

New York

North Carolina

Northwest Territories

North Dakota

Northern Mariana Islands

Nova Scotia

Nunavut

Ohio

Oklahoma

Ontario

Oregon

Pennsylvania

Prince Edward Island

Puerto Rico

Quebec

Rhode Island

Saskatchewan

South Carolina

South Dakota

Tennessee

Texas

Utah

Vermont

Virgin Islands

Virginia

Washington

West Virginia

Wisconsin

Wyoming

Yukon

*

Zip

*

*

Company Phone

*

*

Company Fax

*

*

Company Website

*

*

Company Twitter Username

*

*

Company Facebook Page

*

*

About the Company

*

*

Company Logo/Avatar

*

Submitting your job posting...