Director, Guest Experience & Revenue

Brookfieldzoo; Brookfield (IL); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Director of Guest Experience and Revenue to lead exceptional service practices at a renowned zoo. This pivotal role involves overseeing guest interactions, enhancing service excellence, and spearheading innovative revenue strategies. The ideal candidate will possess strong leadership skills and a passion for conservation, ensuring that every visitor has a memorable experience. Join a transformative journey at a beautiful 235-acre campus dedicated to wildlife conservation and education. If you are ready to make a significant impact in a vibrant environment, this opportunity is perfect for you.

Qualifications

• 5+ years in service industry with experience managing sales operations.
• Strong leadership and communication skills are essential.

Responsibilities

• Oversee guest service operations and ensure exceptional experiences.
• Develop revenue strategies and manage departmental performance.

Skills

Customer Service Orientation

Leadership Skills

Project Management

Communication Skills

Organizational Skills

Problem-Solving Skills

Cultural Proficiency

Education

Bachelor's degree in Business or related field

Eight years of equivalent experience

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Chicago Zoological Society | Brookfield Zoo, 3300 Golf Rd, Brookfield, Illinois, United States of America Req #150

Monday, March 10, 2025

Join the PRIDE and Brookfield Zoo Chicago’s mission to ignite emotional connections with wildlife that spark conservation action while leading vital programs to protect endangered species. Our beautiful 235-acre campus offers a living classroom that is home to over 3,500 animals representing 500 species. Brookfield Zoo Chicago is embarking on a groundbreaking, ambitious Next Century Plan to achieve our vision. It is the beginning of an exciting transformative journey!

The Director of Guest Experience and Revenue at Brookfield Zoo Chicago (“BZC”) is a key leader driving the Zoo's mission of inspiring conservation leadership through exceptional guest service practices, training and team support. This dynamic role is responsible for overseeing critical areas including Admissions, Attractions, and Animal Experiences, ensuring that every guest interaction upholds the highest standards of service excellence. Beyond enhancing the guest experience, the Director will spearhead innovative earned revenue strategies, with a renewed emphasis on new experiences, group sales and tourism partnerships, to maximize the Zoo's financial growth and position as a leading destination.

PRIMARY JOB DUTIES AND RESPONSIBILITIES:

• Oversite of programs, practices and procedures within assigned area to achieve departmental goals that are aligned with institutional goals, including short and long-term goals for assigned operations.
• Monitor departmental performance against operating plans, budgets, and established objectives, including, but not limited to: analyzing sales, developing revenue and attendance projections, and recommending operational and program changes as needed. Provide timely reporting of information to management and subordinates on results. Recommend changes in staffing, systems, and/or operations to achieve stated goals.
• Lead the development and delivery of comprehensive hospitality training programs to ensure staff are equipped with the skills and knowledge to deliver outstanding guest experiences. Provide coaching and direct supervision to staff. Responsible for the proper training and staff development of all full-time reports and over 150 seasonal staff members to ensure exceptional guest experiences and adherence to all institutional procedures and practices.
• Develop and implement actions to improve workplace culture with an emphasis on driving results and fostering inclusion. Conduct accurate and timely performance appraisals and provide wage and employment recommendations. Actively lead employee engagement, talent development, recruitment, and retention initiatives.
• With the Vice President, drive the development and execution of innovative ancillary revenue strategies aimed at maximizing earned income, with a focus on admissions, attractions, food, and retail operations.
• Ensure all guest service operations adhere to the Zoo’s safety protocols, legal requirements, and best practices in the industry. Proactively identify and mitigate potential risks to guest safety and satisfaction.
• Develop and implement strategies to continuously improve the guest experience, ensuring that all interactions reflect the Zoo’s commitment to exceptional service. Monitor and analyze guest feedback, leveraging insights to drive improvements in service delivery.
• Work with departments throughout the Zoo to integrate programmatic and operational needs into Guest Service’s Operating Plan.
• Develops, implements, and continuously updates Standard Operating Procedures (SOPs) for all guest-facing operations to ensure consistency, efficiency, and adherence to best practices.
• Champion and advance initiatives that promote diversity, equity, accessibility, and inclusion within all guest services and revenue-generating areas.
• Other related duties as assigned.

* Denotes Essential Job Functions

POSITION REQUIREMENTS AND SPECIFICATIONS:

• Bachelor's degree in business, Communication, Liberal Arts, Education or other relevant field, or eight years of equivalent experience required.
• Five years of comparable-level and scope of experience in the service industry required, including experience managing multiple-location sales operations.
• Excellent business knowledge and skills with relevant functional knowledge of ticketing and cash-handling processes required.
• Proven strategic approach and strong customer service orientation.
• Ability to effectively prioritize and manage multiple projects/tasks simultaneously and meet critical deadlines.
• Excellent leadership, interpersonal and communication skills including verbal, written and listening required.
• English fluency at a professional working proficiency.
• Excellent organizational, administrative, decision-making, and problem-solving skills.
• Proficiency in Microsoft Outlook, Word and Excel required.
• Must be able to establish, develop, and maintain a strong rapport and positive, engaging relationships with all levels of staff and external audiences.
• Cultural proficiency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.
• Valid driver’s license required.

DESIRABLE/PREFERRED QUALIFICATIONS:

• Skills with relevant functional knowledge of the attraction business preferred.
• Ability to develop, manage, and forecast budgets a plus.
• Multilingual ability, Spanish fluency a plus.

ADDITIONAL INFORMATION:

This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform. This position requires a seasoned, energetic, flexible and results-oriented professional who is capable of effectively managing a complex operation. Must have a participative, people-oriented management style and advocate a team approach.

Brookfield Zoo Chicago is open 363 days each year. Work schedules vary with each position. This position may require the ability to work a non-traditional schedule on-site that may include holidays, weekends, mornings and/or evenings.

The mission of Brookfield Zoo Chicago is to inspire conservation leadership by connecting people to wildlife and nature. Accredited by the Association of Zoos & Aquariums, American Humane, and the Alliance of Marine Mammal Parks and Aquariums. Brookfield Zoo Chicago is an Equal Opportunity Employer.