Director of Visitor Services

Pittsburgh Zoo & Aquarium

Director of Guest Services

Position Description

Position Title: Director of Guest Services

Department: Guest/Visitor Services

Reports To: Chief Operating Officer FLSA Status: Salaried; exempt

Job Summary

The Director of Guest Services is a visionary and operational leader responsible for shaping the guest experience across one of the region's most visited cultural institutions. With over 900,000 annual visitors, this role demands excellence in strategic planning, staff development, scheduling, and policy enforcement to ensure every guest enjoys a safe, inclusive, and memorable experience.

Key Strategic Responsibilities

Training & Staff Development

• Lead the design and execution of comprehensive training programs for all visitor-facing staff
• Ensure seasonal and event-specific training is timely, engaging, and aligned with service standards
• Establish performance benchmarks and oversee evaluation processes in collaboration with HR
• Monitor team performance and processes to uphold high service standards
• Cultivate a culture of continuous learning, accountability, and professional growth

Scheduling & Workforce Planning

• Develop and execute scalable staffing strategies to meet fluctuating attendance demands and seasonal programming
• Oversee scheduling systems and time approval processes to ensure coverage and payroll accuracy
• Ensures staff are being utilized effectively and efficiently by planning and assigning meaningful tasks and assignments to ensure park operations run smoothly and visitors have the optimal guest experience
• Lead workforce planning for high-volume events such as Jack-o-lantern Extravaganza, ZooBoo, Wild Illuminations, and peak visitation season kicking off in early spring
• Oversee hiring of seasonal staff and all full-time and part-time staff to meet departmental needs
• Ensure staffing models support accessibility, safety, and operational efficiency

Policy Leadership & Operational Standards

• Author and enforce policies that elevate the visitor experience and streamline operations
• Lead cross-departmental initiatives to improve service delivery and operational consistency
• Communicate policy changes and organizational updates across Visitor Services
• Represent the department in executive meetings, strategic planning sessions, and safety committees

Guest Experience Oversight

• Champion a guest-first culture across all touchpoints
• Resolve escalated guest concerns with professionalism and empathy; de-escalate issues as needed
• Analyze visitor feedback and operational data to inform strategic improvements
• Ensure add-on experiences are consistently staffed and executed to high standards
• Identify and implement initiatives that enhance inclusivity and accessibility

Organizational Impact

• Lead the Visitor Services management team to deliver outstanding guest service and operational excellence
• Serve as primary liaison between Visitor Services and departments such as Security, Maintenance, Animal Care, and Special Events (including Community and Private Events)
• Oversee partnership with the zoo's third-party food, beverage and retail provider, SSA, ensuring quality, pricing, operational hours and offerings standards are being met or exceeded
• Identify, create and implement new visitor experience opportunities that generate revenue and support the zoo's mission, including animal encounters, add-on experiences and attractions, third-party visitor facing-services/partnerships, etc.
• Oversee departmental budgeting, resource allocation, and performance reporting
• Mentor and develop the Visitor Services management team to support succession planning
• Lead emergency response coordination when senior safety personnel are unavailable

Additional Duties

• Take on other related responsibilities as needed to support the team and visitor experience

Performance Factors

• Attendance and Dependability: Demonstrates reliability and timely completion of responsibilities
• Strategic foresight and dependable execution: Identifies opportunities and challenges, lays out a plan to address, and executes against objectives timely
• Communication and Contact: Communicates clearly and effectively with staff, guests, and stakeholders
• Collaborative leadership and cross-functional relationship building: Fosters positive, professional relationships across departments and with the public
• High standards for park presentation, safety, and guest engagement:
• Respond promptly to visitor inquiries or direct them to appropriate staff
• Maintain thorough knowledge of exhibit, restroom, concession, and rental locations
• Resolve customer concerns and de-escalate challenging situations with care
• Ensure cleanliness by disposing of litter and maintaining park standards

Qualifications

• Bachelor's degree in Hospitality, Business Management, or equivalent experience
• Minimum 7 years of progressive supervisory experience in guest services or operations management
• Familiarity with POS and CRM systems associated with guest services and admissions; Experience with Blackbaud Altru is a plus
• Previous experience leading teams in a guest-facing role at a zoo, theme park, sports venue, and/or large museum with more than 300,000 visitors per year (e.g. leading/managing guest services in a large-scale attendance venue)
• De-escalation, crisis management and First Aid certification strongly preferred
• Proven leadership, problem-solving, and team-building skills
• Excellent communication, crisis management, conflict resolution and organizational skills
• Proven success in training program development, workforce planning, and policy creation
• Proficiency in staff scheduling and time approval systems
• The ideal candidate will have strong EQ skills and the ability to navigate complex interpersonal dynamics with professionalism and empathy.

Work Environment

• Blend of office work and active engagement throughout zoo grounds
• Ability to stand, walk, and respond swiftly to emergencies
• Flexibility to work holidays and evening special events as needed
• Vast majority of work is performed on grounds
• At least one weekend day will be part of regular work schedule