Guest Services Manager: Elevate Guest Experience & Operations

International Association of Amusement Parks and Attractions; Pittsburgh (Allegheny County); On-site; USD 65,000 - 90,000; Full time

Job summary

Pittsburgh Zoo & Aquarium is seeking a Manager of Guest Services to lead a dynamic team, ensure exceptional guest experiences, and safeguard daily park operations. This role combines strategic planning with hands-on supervision to deliver memorable visits for all guests.

You will hire, train, and coach frontline staff, develop SOPs, and coordinate with the Director to optimize staffing, scheduling, and service standards across events and normal operations.

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.

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 personnel matters to ensure accurate payroll and staff support.
• Ensure staff are being utilized effectively and efficiently by planning and assigning meaningful tasks and assignments to ensure park operations run smoothly and guests have an optimal experience.
• Ensure add-on guest experiences are available for key dates throughout the year and adequately staffed with well-trained team members.
• Make real-time decisions to optimize guest flow and satisfaction.
• Monitor team performance and processes to uphold high service standards.
• Coordinate with the Director to develop seasonal staffing plans to ensure coverage during peak attendance periods.
• Support seasonal programming, such as Jack O'Lantern Extravaganza, ZooBoo, Zoo Lights, and Penguins on Parade with tailored staffing and logistics.
• Analyze seasonal guest feedback to inform improvements for the upcoming year.
• Proactively report safety concerns to Maintenance, Security, and Animal Care departments.
• Represent Guest Services at committee meetings.
• Serve as the primary first aid contact when EMT or Director of Safety & Security are unavailable.
• Communicate policy updates and zoo-wide news to staff.
• Represent Guest Services in leadership meetings when the Director is unavailable.
• Collaborate with the Director to define performance benchmarks and evaluation criteria.
• Develop and enforce policies and procedures that enhance the guest experience.
• Resolve guest inquiries and complaints with empathy and professionalism across all channels.
• Escalate complex issues to the Director when necessary.
• Identify opportunities to create a more inclusive and accessible zoo experience for all.
• Stay current on zoo safety protocols and emergency procedures.

Skills

Leadership

Supervisory experience

Guest services

Communication

Conflict resolution

Scheduling

Education

Bachelor's degree in Hospitality / Business Management or equivalent

Job description

Pittsburgh Zoo & Aquarium is seeking a Manager of Guest Services to lead a dynamic team, ensure exceptional guest experiences, and safeguard daily park operations. This role combines strategic planning with hands-on supervision to deliver memorable visits for all guests.

You will hire, train, and coach frontline staff, develop SOPs, and coordinate with the Director to optimize staffing, scheduling, and service standards across events and normal operations.