Guest Experience Operations Lead

Denver Zoo; Denver, Northern (CO, KY); Hybrid; USD 68,000 - 85,000; Full time

Benefits offered by this job

Medical, vision, dental

403(b) Retirement

Paid time off

DZCA membership

Discounts & free parking

Job summary

Denver Zoo Conservation Alliance (DZCA) is seeking an Operations Manager to lead operational programs that support high-quality guest experiences from arrival through the full on-campus visit. This role oversees admissions, parking, concierge, attractions, amenities, accessibility, and campus operations.

The incumbent will coach supervisory staff, drive program improvements, and partner across departments to ensure safety, service standards, and efficient operations.

Qualifications

• Two-year degree in hospitality management, business administration, tourism, parks and recreation, or related field preferred.
• Minimum two years of management experience in guest operations or related field; supervisory experience required.

Responsibilities

• Lead operations across admissions, parking, concierge, attractions, amenities, accessibility, and campus operations.
• Develop and maintain procedures, service standards, and training resources for consistent guest experiences.
• Serve in the Guest Experience Duty Manager rotation and coordinate responses to daily operational needs and incidents.
• Coach, mentor, and develop supervisory staff to ensure safety, service excellence, and accountability.
• Collaborate with IT, Finance, Marketing, Entertainment, Security, and other departments to support guest experiences.

Skills

Leadership

Operations management

Guest services

Staff development

Communication

Problem solving

Scheduling

Outdoor work

Education

Two-year degree preferred in hospitality/management

Tools

Microsoft Office

POS systems

CRM

Ticketing systems

Scheduling software

Incident reporting platforms

Job description

Denver Zoo Conservation Alliance (DZCA) is seeking an Operations Manager to lead operational programs that support high-quality guest experiences from arrival through the full on-campus visit. This role oversees admissions, parking, concierge, attractions, amenities, accessibility, and campus operations.

The incumbent will coach supervisory staff, drive program improvements, and partner across departments to ensure safety, service standards, and efficient operations.