Visitor Experience Operations Manager

Job Title: Visitor Experience Operations ManagerLocation: Hattiesburg Zoo & Serengeti SpringsReports To: Director of Guest Services & RetailEmployment Type: Full-Time (Weekends & Holidays Required)Position SummaryThe Guest Services & Retail Manager plays a key leadership role in delivering exceptional guest experiences at Hattiesburg Zoo & Serengeti Springs. This position oversees all retail and guest services operations, including ticketing and merchandise, while managing and developing a high-performing frontline team. The ideal candidate is an organized, guest-focused leader with strong retail operations experience and a passion for teamwork, training, and service excellence.Key ResponsibilitiesLeadership & Team ManagementDirectly supervise the Retail & Ticketing Coordinator, Retail & Ticketing Lead Staff, and Guest Services StaffEnsure all staff are properly onboarded, trained, and equipped to deliver outstanding guest serviceProvide coaching, performance feedback, scheduling support, and ongoing staff developmentFoster a positive, professional, and guest-first team cultureRetail & Ticketing OperationsOversee daily retail and ticketing operations to ensure efficiency, accuracy, and excellent guest interactionsManage inventory control, stock levels, receiving, and organization of retail merchandiseLead buying and purchasing of retail items, including product selection, ordering, and floor setsMaintain visually appealing retail spaces through effective merchandising and floor presentationEnsure cash handling procedures, POS accuracy, and operational policies are followedGuest Experience ExcellenceServe as a visible leader on the floor, supporting staff and resolving guest concerns when neededUphold high service standards across all guest touchpointsCollaborate with the Director of Guest Services & Retail to enhance guest satisfaction and operational effectivenessOperational SupportAssist with special events, seasonal operations, and peak attendance periodsEnsure compliance with safety, operational, and organizational policiesComfortable standing and working on the for extended periods of timeRequired QualificationsExperience in retail operations and inventory managementBuying and purchasing experience, including merchandising and floor setsProven management and leadership experienceHigh school diploma required; Bachelor's degree in a related field preferredStrong organizational, communication, and problem-solving skillsAbility to work weekends, holidays, and varied schedulesPhysically able to stand for long periods and work in a fast-paced environmentPreferred Skills & AttributesGuest-focused mindset with a passion for serviceStrong attention to detail and operational consistencyAbility to motivate, train, and lead diverse teamsAdaptable, proactive, and solution-oriented