Director of Guest Experience, Member Relations, and Retail

Department: Guest Services                                            Date: 7/6/2026

Reports To:   President & CEO                                        Status:  Full-time, Exempt (salary)

Supervises:   Guest Services Supervisors (2), Administrative Assistant (1)

SUMMARY OF POSITION: The Director of Guest Experience, Member Relations and Retail is a member of the Senior Leadership team, responsible for overseeing critical operations areas including Admissions, Memberships, Gift Shop, and Amenities (carousel, concessions, train, and profit- sharing opportunities). The Director will have a passion for hospitality to help elevate our guest experience and will be able to successfully balance robust fiscal health with world-class guest service.

RESPONSIBILITIES:

• Delivering an uncompromising focus on guest experience while emphasizing fiscal growth
• Provide leadership for Guest Services department, serving as a communication liaison between Guest Services and leadership.
• Communicate all relevant news and initiatives to team to ensure team is fully informed and can support appropriate messaging for guests.
• Create business reports using market analytics and sales data to measure and drive sales and attendance strategies. Proactively address unfavorable trends and offer suggestions to build upon favorable trends, metrics, etc.
• Design and implement business strategies, plans and procedures which support the vision and mission of Erie Zoo in collaboration with the President/CEO.
• Develop innovative earned revenue strategies with an emphasis on new experiences, membership sales, and partnerships to maximize the Zoo’s financial growth.
• Develop and implement strategies to continuously improve the guest experience.
• In collaboration with HR, lead the development and delivery of comprehensive hospitality training programs to ensure staff across all departments are equipped with the skills and knowledge to deliver outstanding guest experiences.
• Collaborate closely with Lead Manager of Public Relations, Marketing, and Events to create new promotions and packages to attract visitors and boost attendance.
• Create, implement, and continuously update Standard Operating Procedures (SOPs) for all guest-facing operations to ensure consistency, efficiency, and adherence to best practices.
• Leverage organizational resources (training and development, performance management systems, communication meetings, etc.) to drive continuous improvement and positive outcomes.
• Network with peers in like institutions and share knowledge and best practices.
• Manage contracts with food service/catering operators to ensure contracts and standards compliance
• Ensure the overall condition, appearance and cleanliness of Grounds (restrooms, walkways, waste bins, windows, buildings, etc.) and Zoo walkways.
• Routinely evaluate and update purchasing strategy and procedure, with a focus on cost savings and sourcing from sustainable suppliers.
• Routinely benchmark Erie Zoo performance metrics against comparable zoos of similar revenue and operating budget.
• Regularly evaluate the visual merchandising of the gift shop to maximize available floor space, improve aesthetics, and increase sales.
• In collaboration with the President/CEO and the Lead Manager of Public Relations, Marketing and Events, serve as a liaison with tourism and sales partners and industry organizations to enhance visibility and drive visitation. Collaborate with the Marketing and Events team to create promotions and packages that attract tourists and boost attendance.
• Troubleshoot and resolve concerns such as inventory discrepancies, guest concerns, and point of sale software concerns.
• Utilize strategic analysis and work collaboratively with the Marketing and Events department to develop discount and/or other promotions designed to increase daily or special event attendance, ensuring full integration and resource management to deliver necessary ticketing, member communications and more.
• Work collaboratively with HR in hiring, supervision, discipline, and training of Guest Services team members and supervisors.
• Utilize strategic analysis of initiatives for membership and retention efforts; research, recommend, and implement novel methods to increase membership numbers and retention rates.
• Serve as the contact person for in-house information technology concerns and help to resolve concerns or escalate to third-party IT contractor as required.
• Work collaboratively with departments across the zoo to develop strategies to increase net revenues for all revenue-generating initiatives, including but not limited to Admissions, Membership, Gift Shop, Carousel, Train, Behind-the-Scenes Tours, Animal Encounters, and any future initiatives created. Identify and pursue other possible revenue-generating opportunities related to onsite experiences.
• Act as liaison with third-party retailers and vendors and other future partners, providing input regarding product offerings, assisting them to maximize their revenue opportunities.
• Monitor and analyze guest feedback to drive improvements in overall guest satisfaction.
• Develop, manage, and forecast budgets across multiple visitor-based revenue operations.

QUALIFICATIONS:

• Personally demonstrate a commitment to guest service by responding to guest needs and creating action plans to enhance guest experience and customer service
• Bachelor’s degree in business administration or closely related field preferred with an emphasis on guest experience/hospitality and a strong analytical background
• Strong financial acumen, with prior budgetary responsibility for multiple departments
• Minimum of 5-7 years of progressive management experience over diverse guest services operation
• Excellent coaching, development and team building skills
• Outstanding ability to collect, analyze and present numerical, written and verbal data to drive business strategy
• Knowledge of applicable fiscal procedures and business management
• Knowledge of best practices in purchasing policies
• Demonstrated skill in developing innovative approaches to maximizing an organization’s earned revenue.
• Possession of a valid driver's license
• Point of sale software experience, including back-end experience
• Experience with online platforms such as DonorPerfect, FocusPoint, FreedomPay.
• Solid knowledge of common PC software (Windows based) and networking/printers
• Visual merchandising, retail store layout design.
• Strong interpersonal skills including the ability to listen perceptively
• Exceptional written and oral communication skills including strong writing, editing and presentation abilities
• Excellent computer skills including all Microsoft Office programs especially Word, Excel, PowerPoint and Outlook
• Ability and willingness to work outside regular business hours, including occasional evenings, weekends, holidays, etc. to help support the planning and execution of the Zoo’s special events.
• Demonstrated ability to think strategically and work collaboratively
• Acts with integrity, maintains high standards of professional conduct and respect.