Guest Experience Manager, Zoo Operations

Zoological Society; Pittsburgh (Allegheny County); On-site; USD 52,000 - 60,000; Full time

Job summary

Pittsburgh Zoo & Aquarium is seeking a Manager, Guest Services in Pittsburgh, PA. This role leads the Guest Services team, shapes policy, and ensures a safe, welcoming guest experience across the park. It combines strategic leadership with hands-on coordination to optimize daily operations.

Responsibilities include supervising staff, scheduling, training, onboarding, payroll support, seasonal staffing for events, and handling guest inquiries with empathy while upholding high service 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.
• 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.

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 payroll support while ensuring staff are utilized effectively.
• Support seasonal programming and events with tailored staffing and logistics.
• Make real-time decisions to optimize guest flow and satisfaction.
• Represent Guest Services in leadership meetings and committees when needed.
• Develop and enforce policies and procedures to enhance the guest experience.

Skills

Supervisory experience

Leadership

Communication

Conflict resolution

Problem-solving

Staff scheduling

De-escalation

First Aid certification

Education

Bachelor's degree in Hospitality or Business Management

Job description

Pittsburgh Zoo & Aquarium is seeking a Manager, Guest Services in Pittsburgh, PA. This role leads the Guest Services team, shapes policy, and ensures a safe, welcoming guest experience across the park. It combines strategic leadership with hands-on coordination to optimize daily operations.

Responsibilities include supervising staff, scheduling, training, onboarding, payroll support, seasonal staffing for events, and handling guest inquiries with empathy while upholding high service standards.