Indianapolis Zoo

This individual will be responsible for the overall operation of our Guest Experience Department at the Indianapolis Zoo including Admissions, Attractions, Guest Relations, Park Operations (which includes Housekeeping & Support Services), and Public Events departments.. A bachelor's degree from an accredited institution, in a related field of study such as Hospitality and Tourism or Business Management, is highly desirable, however, we'll take years of experience in lieu of a formal degree.. Works closely with Senior Public Events Manager to oversee public events including the Zoo's largest public events, xZOOberance, summer concert series, ZooBoo, and Christmas at the Zoo.. Manages and oversees partnership relationships including carousel, penny press machines, simulator, stroller rental, and tattoos and other third-party vendors such as catering, gift shop, face-painting, and photography.. Conducts quarterly staff tours with key staff, identifying institutional needs with regards to general appearance, equipment needs, aesthetics, etc.

director

The Indianapolis Zoo is seeking an experienced and passionate, customer-service oriented Director of Guest Experiences to lead our frontline staff to ensure our guests have a positive and welcoming experience for every visit. This individual will be responsible for the overall operation of our Guest Experience Department at the Indianapolis Zoo including Admissions, Attractions, Guest Relations, Park Operations (which includes Housekeeping & Support Services), and Public Events departments.



Ideal candidates are committed to advancing the Zoo's mission to protect nature and inspire people to care for our world. A bachelor's degree from an accredited institution, in a related field of study such as Hospitality and Tourism or Business Management, is highly desirable, however, we'll take years of experience in lieu of a formal degree. To be successful in this role, the individual must possess a minimum of at least 5-7 years of professional work experience in a Customer Relations department, preferably in a zoological setting. Proven experience preparing, managing, and monitoring business plans and budgets while ensuring costs and revenue are meeting targeted goals is essential to this role. Prior work in a customer-service focused setting or role is required. This position will work closely with the VP of Guest Experience, Safety & Security, to assist with strategic planning, implementation and execution of goals for the department. This is a full-time, 40 hours per week, position. Weekend and evening hours are certain due to seasonal, special events, and peak season demands.

Responsibilities and qualifications of this position include, but are not limited to:
Oversees Manager on Duty (MOD) program for the park.
Leads the Guest Experiences Department's efforts in ensuring a positive guest experience as it relates to daily attendance and special events.
Works closely with Senior Public Events Manager to oversee public events including the Zoo's largest public events, xZOOberance, summer concert series, ZooBoo, and Christmas at the Zoo.
Manages and oversees partnership relationships including carousel, penny press machines, simulator, stroller rental, and tattoos and other third-party vendors such as catering, gift shop, face-painting, and photography.
Ensures contracted vendor's attention to QSC (Quality, Service, and Cleanliness) and adherence to policies and procedures is equal to that of the Indianapolis Zoo.
Reviews all departmental policies and procedures on at least an annual basis-more often as needed, and revises/ updates and establishes new policies and procedures as necessary and appropriate.
Establishes guest recovery standards and programs.
Ensures multiple daily rounds of the campus to recognize outstanding staff efforts or troubleshoot staff/ guest frustrations.
Provides overall leadership and vision for special event operations. Is responsible for hitting event attendance and revenue targets for special events. Serves as a key member of the Special Event Team.
Provides leadership, supervision, and oversight to the Senior Park Operations Manager, Senior Guest Experiences Manager, Senior Public Events Manager, and Guest Experiences Coordinator. Ultimately responsible for all other Guest Experience managers, supervisors, full-time, part-time, and seasonal employees.
Conducts quarterly staff tours with key staff, identifying institutional needs with regards to general appearance, equipment needs, aesthetics, etc.
Demonstrates a continual interest in and knowledge of duties assigned, developing a personal plan to ensure the Zoo always is aware of the most modern and efficient methods with regards to Events, Housekeeping & Support Services.
Ensures multiple daily rounds of the campus to recognize outstanding staff efforts or troubleshoot staff/guest frustrations.

To apply:
Interested candidates must complete an online Zoo application and include a resume, cover letter, and salary requirements.

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