Director of Guest Services

Director of Guest Services **Please refer to application instructions below in order to apply for this position** Are you a people-centered leader who loves building strong teams, creating unforgettable guest experiences, and leading fast-paced operations that are both fun and meaningful? Were looking for an energetic, service-focused Director of Guest Services to help lead one of the most exciting areas of the Zoo. This role oversees multiple guest-facing operations and a large seasonal workforce, all while helping create memorable experiences for over 700,000 guests each year. This is more than operations management. Its leadership, culture building, guest experience, and team development, all wrapped into one incredible opportunity. Youll oversee six dynamic guest service areas across the Zoo; all include a strong year-round leadership team plus a large seasonal workforce:

• Food & Beverage - 3 main food venues, and multiple snack and beverage locations
• Events & Rentals - Weddings, corporate events, birthday parties, and more
  • Our Treehouse venue was voted the best wedding event venue in Grand Rapids, Event staff, bartenders, shuttle drivers, and rentals team
• Retail & Guest Rentals - Main retail store plus kiosks throughout the Zoo,
  • Scooter, wagon, and wheelchair rentals, and Face painting operations
• Admissions & Experiences - Ticketing and membership sales, Guest entry and line management, Funicular, ropes course, zip line, camel rides, and Immotion VR Theater experiences
• Group Sales Manager and Membership Manager - Leadership support for group ticket sales, corporate events, and guest partnerships, and overall membership sales and strategy

The best fit for this role is someone who:

• Leads with positivity, accountability, and care for people
• Loves coaching and developing teams
• Thrives in a high-energy environment
• Understands guest experience at a high level
• Can balance operations, leadership, and culture and is excited to help the Zoo continue growing guest attendance, engagement, and experiences

Our teams are hardworking, mission-driven, fun, and incredibly dedicated. Many of our seasonal staff return year after year because of the culture weve built together. If youre looking for a role where you can make an impact, lead amazing teams, and help shape the future guest experience at the Zoo, wed love to meet you. Were partnering with Canopy Strategic Partners for this search. Please apply via our partner Canopy by following the instructions in this link . Note: No applications will be accepted or reviewed for this position outside of the stated instructions in the link above.