Guest Operations Manager

Denver Zoo is a leader in animal care, wildlife conservation and education. We are passionate about our commitment to excellence in support of our mission of Inspiring Communities to Save Wildlife for Future Generations.

Denver Zoo honors our animals, staff, and guests by conducting ourselves at the highest level of integrity through our Core Actions - Inspire Awe: Safety, Care, Connect and by embracing our Core Values of: Welcoming, United, Curious, Courageous and Transformative in all that we do.

The Guest Operations Manager will ensure the Zoo provides superior guest experience consistently throughout the year and during all hours of operation by providing outstanding leadership to the Guest Operations team.

This position advances Denver Zoo’s mission by collaborating with a variety of internal and external partners to ensure guest safety and comfort are maintained, while enhancing and improving the overall guest experience, through the planning, development, implementation and cultivation of standard operations.

Additionally, the Guest Operations Manager leads a diverse team in managing operations for a variety or organizational initiatives that provide exceptional guest experience including events, rides, attractions, animal feeding experiences and temporary exhibits.

Our staff is a dedicated and diverse group of individuals committed to providing quality care to our animals while creating moments of awe for guests. If you are a like-minded individual and thrive in a dynamic, fast paced and innovative culture, Denver Zoo is the place for you

Essential Duties and Responsibilities

Priority 1 – Leadership

• Lead, motivate, coach, evaluate and develop a diverse team in a variety of operation responsibilities that provide for the highest level of safety and exceed the experience expectations of Zoo guests.
• Partner with internal stakeholders to develop, recommend, implement and monitor daily operating standards that guide exceptional guest experience.
• Create and facilitate the implementation of guest operation plans that act as blueprints outlining strategies for exceeding guest expectations based upon various conditions including weather, season, time of day and experience outcomes.
• Guide staff in the development, execution and evaluation of innovative, accessible and inclusive public events, that engage guests of all ages and abilities, to drive the Zoo’s strategic outcomes.
• Manage the Zoo’s ride and attraction program ensuring compliance with a variety of County, State and Federal laws, as well as, train and evaluate staff in maintaining standards and expectations for operations.

Priority 2 – Communication and Collaboration

• Collaborate on the development, training and implementation of Inspire Awe guest service training for all Zoo employees.
• Perform, in collaboration with other department managers and professional consultants, regular assessments ensuring the experience is meeting guests needs and expectations; reviews recommendations for improvements and initiate appropriate modifications.
• Participate in the design of new exhibits and programs providing thoughtful feedback ensuring operating standards for guest safety, comfort and experience expectations are met.

Other Duties and Responsibilities

• Other assistance, as designated by the Director of Guest Operations, to support the overall goals of the department and organization. Denver Zoo retains the right to add or change duties and/or responsibilities at any time.
• Actively participate in the Zoo’s strategic plan, playing a key role in representing the Zoo’s diverse guest experience needs.
• Maintain the quality of performance, conduct and effectiveness of the Guest Operations Team by directly engaging with staff to provide direction, expectations, information and resources needed to achieve the Zoo’s guest experience goals.
• Ensure that Standard Operating Procedures are being appropriately followed by the Guest Operations team and third party partners.
• Complete the annual performance review process by providing annual performance reviews for all full-time Guest Operations staff.
• Perform functions of other Guest Operations staff as needed, including, opening and closing operation tours, event and temporary exhibition installation and removal, event and exhibition daily management, as well as, attraction and ride operation.
• Prepare and implement annual budget for Guest Operations Department including the approval of budget expenditures and adjustments to stay within budget.
• The nature of this position requires safeguarding against the release of confidential and proprietary information of Denver Zoo.
• This position will interact with managers at all levels and staff members across the organization, in addition to members of external organizations and the public.

Technical / Professional Requirements & Qualifications

• Completion of 4-year degree in Hospitality Management, Tourism, Event Management, Marketing or in a related field, or any equivalent combination of education and/or experience in the field of Guest Experiences, Guest Operations, Guest Services, Event Management or Operations.
• Requires minimum of 5-years’ experience in Guest Operations, Guest Services, Event Management, in a high-volume, guest-focused venue or attraction including supervisory experience or any equivalent combination of experience, lived experience, and/or special skills; experience working in a Zoo, Aquarium or Attraction is strongly preferred; Previous experience in ride operations and guest service/hospitality training are preferred.
• Proven computer skills including Microsoft Office Suite are necessary.
• Requires excellent organizational skills, written and oral communication skills, attention to detail, and ability to prioritize work and tasks.
• Requires adaptability to produce and meet deadlines in a fast-paced, multi-task and changing environment, and the ability to work independently and as part of a team.
• Good negotiation skills and the ability to handle sensitive information with diplomacy are preferred.
• Ability to build consensus among different viewpoints while remaining results oriented and focused.
• Interest and aptitude in identifying guest experience challenges and finding operational solutions.
• Strategic thinker and problem solver.
• Demonstrated experience evaluating situations, making decisions, and reacting quickly and calmly in emergency situations.
• Expert in co-creation with an understanding that engaging internal and external partners with different perspectives can inspire the best ideas.
• Must be an outstanding communicator and considered to be a developer of people who is comfortable motivating, collaborating and working with a broad cross section of people in direct and matrixed relationships.
• Experience applying an equitable analysis to all duties to achieve organizational goals and demonstrate the Denver Zoo’s commitment to diversity, inclusion, equity, and anti-racism preferred.

Position Conditions

• Ability to pass a physical examination, background check and pre-employment drug and alcohol screen.
• Valid Driver's License with clear driving record
• Ability to lift up to 50 lbs.
• Ability to obtain within first 6 months; IBCCES Autism Certification and First Aid/CPR certification; training will be provided.
• Schedule Availability: Weekends, holidays and evening hours as needed.
• Work Location: On campus; Requires working outside in weather conditions that may be inclement and/or exposed to fumes, airborne particles and/or chemicals.

Compensation

Range for this position is $5,352 - $6,690 (monthly).

Benefits

This is a full-time position with excellent benefits including medical, dental and vision benefits; life insurance; short term and long-term disability; 403(b) retirement plan; and vacation and sick leave.

Application Process and Timelines

Application Deadline: March 28th, 2024. Review of applications will begin immediately. Denver Zoo reserves the right to close the position prior to this date.

Black, Indigenous, and People of Color (BIPOC) and others who identify as nonwhite, people with disabilities, members of the LGBTQIA+ community, and those with lived experience with racism and/or misogynoir are encouraged to apply for this role.

Denver Zoo is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected status or any other characteristic protected by law.

www.denverzoo.org

Skills

• Problem-solving
• Multitasking
• Leadership
• Creativity

• Storytelling
• Project Management
• Interpersonal
• Active Listening
• Decision Making

Behaviors

• Leader: Inspires teammates to follow them
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Functional Expert: Considered a thought leader on a subject
• Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

• Self-Starter: Inspired to perform without outside help
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization