Guest Services Manager — Elevate Zoo Guest Experiences

ADP, Inc.; Pittsburgh (Allegheny County); On-site; USD 52,000 - 60,000; Full time

Job summary

Pittsburgh Zoo & Aquarium is seeking a Manager, Guest Services to lead daily operations and champion exceptional guest experiences at our Pittsburgh location. This role oversees staffing, training, policy enforcement, and emergency response to ensure a safe, welcoming environment for all guests.

The position reports to the Director, Guest Services and requires a dynamic leader capable of guiding Supervisors and frontline staff through high-volume, seasonal events.

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 training programs and standard operating procedures.
• Interview, hire, and onboard frontline staff in coordination with the Director.
• Ensure appropriate staffing levels through scheduling and seasonal planning.
• Oversee time approval and payroll support and assign tasks for smooth operations.
• Coordinate with the Director on seasonal staffing plans for peak periods.
• Assist with safety, policy updates, and emergency response.
• Represent Guest Services in leadership meetings and committee work.

Skills

Supervisory experience

Leadership

Communication

Conflict resolution

Crisis management

Education

Bachelor's degree in Hospitality, Business Management, or equivalent experience

Job description

Pittsburgh Zoo & Aquarium is seeking a Manager, Guest Services to lead daily operations and champion exceptional guest experiences at our Pittsburgh location. This role oversees staffing, training, policy enforcement, and emergency response to ensure a safe, welcoming environment for all guests.

The position reports to the Director, Guest Services and requires a dynamic leader capable of guiding Supervisors and frontline staff through high-volume, seasonal events.