Director of Guest Experience

The Buffalo Zoo; Buffalo (NY); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Benefits

Job summary

The Buffalo Zoo in Buffalo, NY seeks a Director of Guest Experience to lead all guest-facing operations, from admissions to attractions, ensuring a welcoming and memorable visit. This full-time exempt position requires strategic leadership of a diverse team and collaboration with cross-functional partners.

The ideal candidate has 5+ years of leadership in high-volume guest services, experience managing budgets and revenue operations, and a proven track record in customer service excellence.

Qualifications

• Associates degree required; Bachelor’s preferred.
• 5+ years in high-volume guest-facing operations.
• 5+ years of leadership, including managers and large seasonal teams.
• Experience managing department budgets and revenue operations.
• Experience with POS/ticketing systems and cash control.
• Experience cross-functional in a complex organization.

Responsibilities

• Oversee daily Guest Experience operations, including admissions, group sales, rides/attractions, parking, and guest flow.
• Ensure campus readiness, safety, ADA compliance, cleanliness, and guest comfort.
• Direct staffing plans for daily operations, events, and peak attendance.
• Oversee parking operations, crowd management during normal operations and events.
• Partner with all departments to ensure safety protocols and emergency procedures.

Job description

Buffalo. Director of Guest Experience. The Buffalo Zoo. Full Time. Benefits.

View full description https://buffalozoo.org/about/#careers

Compensation / Benefits

This is a full-time, exempt position. Annual salary range is $65,000-$80,000 commensurate with experience.

Essential Functions

All Department Directors Are Expected To

• Demonstrate initiative and ownership in leading their departments, setting direction, and driving continuous improvement. The person in this position should actively seek information, ask informed questions, and stay aware of operational, organizational, and departmental developments rather than waiting to be directed.
• Maintain high standards of excellence in daily operations, staff performance, and guest experience.
• Be accountable for department outcomes, decisions, and use of resources.
• Build trust with team members through consistency, transparency, approachability, and follow-through.

People & Culture

• Lead and develop a team of 3FT, 12 PT, and up to 45 seasonal staff with full hiring and termination authority.
• Provide visible, hands-on leadership that models the Zoos mission, vision, core values, and service standards.
• Recruit, onboard, train, evaluate, and retain a high-performing team; address performance issues promptly and constructively.
• Foster a respectful, inclusive, and collaborative culture focused on accountability and guest service excellence.

Operations & Safety

• Proactively oversee daily Guest Experience operations, including admissions, group sales, birthday parties, rides/attractions, Clean Team, parking, switchboard, and campus guest flow.
• Ensure campus readiness daily through routine inspections emphasizing cleanliness, safety, accessibility, ADA compliance, appearance, and guest comfort.
• Direct staffing plans for daily operations, special events, and peak attendance periods.
• Oversee parking operations, crowd management, and guest circulation during normal operations and special events.
• Partner with all departments to ensure compliance with safety protocols, emergency procedures,

Finance, Revenue & Technology

• Manage an operating budget of ~$500,000-800,000 and oversee $3-4 million in annual revenue operations.
• Develop and manage the annual Guest Experience department budget in collaboration with the CEO and CFO.
• Oversee Guest Experience Department payroll, expense management, and financial controls to ensure fiscal responsibility and compliance.

Guest Experience, Engagement & Events

• Ensure a consistently positive, welcoming, inclusive, and memorable experience for all guests.
• Serve as a role model in direct guest engagement and service recovery. Establish and evolve guest service and guest recovery standards.
• Monitor guest feedback and satisfaction metrics; identify trends and lead continuous improvement efforts.

To perform at a proficient level and be fully qualified, a person would expect to have:

Education (Minimum Desired)

• Associates degree required. Bachelors degree (preferred)

Experience (Minimum Desired)

• 5+ years progressive experience in high-volume guest-facing operations.
• 5+ years of leadership experience, including supervision of managers (required) and large seasonal teams (desired).
• Demonstrated experience managing department budgets and revenue operations.
• Experience administering POS/ticketing systems and cash control processes required.
• Experience working cross-functionally in a complex organization.

This position follows a Tuesday through Saturday or Sunday through Thursday schedule, determined by Zoo oper tional needs.