Guest Experience & Retail Operations Lead

Erie Zoological Society; Erie (Erie County); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401k with employer match

Health, dental & vision insurance

Employee discounts

Professional development

Job summary

Erie Zoological Society is seeking a Guest Services Supervisor to oversee the gift shop, amenities, custodial team, and seasonal ice rink operations. The role combines hands-on leadership with fast-paced daily duties and a focus on exceptional guest experiences.

The position requires managing diverse tasks, supervising staff, and coordinating with marketing, maintenance, and external vendors to stay within budget while promoting guest satisfaction.

Qualifications

• High school diploma or equivalent; degree in business/hospitality preferred.
• Leadership experience in a customer service environment.
• Strong communication and interpersonal skills; ability to motivate and lead a diverse team.
• Proficiency in cash handling and POS systems; adept with Microsoft Office and Canva.
• Ability to work a flexible schedule including weekends, holidays, and evenings.

Responsibilities

• Oversee the zoo gift shop, amenities, and custodial team.
• Assist with ice rink operations during winter months.
• Drive gift shop sales through strategic purchasing and promotions.
• Coordinate with vendors and external partners to manage budgets.
• Lead and develop Assistant Supervisors and Crew Leads.

Skills

Leadership experience

Customer service

Team motivation

Communication skills

Problem solving

Education

High school diploma or equivalent

Secondary education degree in business or hospitality (preferred)

Tools

POS systems

Microsoft Office

Canva

Job description

Erie Zoological Society is seeking a Guest Services Supervisor to oversee the gift shop, amenities, custodial team, and seasonal ice rink operations. The role combines hands-on leadership with fast-paced daily duties and a focus on exceptional guest experiences.

The position requires managing diverse tasks, supervising staff, and coordinating with marketing, maintenance, and external vendors to stay within budget while promoting guest satisfaction.