Director of Guest Experience — Lead Ops & Service

International Association of Amusement Parks and Attractions; Buffalo (NY); Sur place; USD 65 000 - 80 000; Plein temps

Avantages offerts par ce poste

Health plan

HSA/FSA

Life insurance

Long-term disability

Dental

Vision

403B retirement plan

Paid leave

Holidays

Sick time

Résumé du poste

The Buffalo Zoo seeks a Director of Guest Experience to lead all guest-facing functions on site, ensuring a safe, efficient, and high‑quality visit from arrival to departure. You will oversee Admissions, Amenities, Rides, Guest Relations, Parking, and support services, aligning with the Zoo’s strategy and leadership team.

With 5+ years in high-volume guest services and strong P&L, POS, and cross‑functional leadership, you will drive service excellence and revenue performance in Buffalo, NY.

Qualifications

• Associate’s degree required. Bachelor’s degree (preferred).
• 5+ years progressive experience in high-volume guest‑facing operations.
• 5+ years of leadership experience, including supervision of managers and large seasonal teams.
• Experience managing department budgets and revenue operations.
• Experience administering POS/ticketing systems and cash control processes.

Responsabilités

• Lead daily Guest Experience operations including admissions, group sales, rides, parking, and campus guest flow.
• Oversee safety protocols and incident documentation.
• Direct staffing plans for daily operations and events.
• Manage vendor relationships and revenue-generating activities.
• Monitor guest satisfaction and lead continuous improvement efforts.

Connaissances

Guest experience leadership

Budget management

Cross-functional collaboration

POS/ticketing systems

Formation

Associate’s degree

Bachelor’s degree (preferred)

Outils

POS/ticketing systems

Description du poste

The Buffalo Zoo seeks a Director of Guest Experience to lead all guest-facing functions on site, ensuring a safe, efficient, and high‑quality visit from arrival to departure. You will oversee Admissions, Amenities, Rides, Guest Relations, Parking, and support services, aligning with the Zoo’s strategy and leadership team.

With 5+ years in high-volume guest services and strong P&L, POS, and cross‑functional leadership, you will drive service excellence and revenue performance in Buffalo, NY.