Director of Guest Experience & Revenue

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Brookfield Zoo Chicago

Director of Guest Experience & Revenue

Join the PRIDE and Brookfield Zoo Chicago's mission to ignite emotional connections with wildlife that spark conservation action while leading vital programs to protect endangered species. Our beautiful 235-acre campus offers a living classroom that is home to over 3,500 animals representing 500 species. Brookfield Zoo Chicago is embarking on a groundbreaking, ambitious Next Century Plan to achieve our vision. It is the beginning of an exciting transformative journey!

The Director of Guest Experience & Revenue is a non-union full-time salaried position, grade 10 with an expected hiring range of $89,583 to $98,541 annually. Please see Compensation and Benefits Summary section below the job description information.

Are you an ambitious operations leader ready to champion world-class guest experiences across multiple guest touchpoints? We are seeking a dynamic visionary to spearhead our high-volume sales and ticketing operations. In this guest service focused, high-impact role, you will blend strategic fiscal management with a passion for hospitality to elevate our visitor journey. If you thrive in fast-paced environments where culture, entertainment, and business strategy come together, this is your next definitive career move.

Successful candidate will have five years of comparable-level leadership managing multiple-location sales operations and a proven track record of balancing robust fiscal health with top-tier customer service orientation. Ideally in the service, hospitality, tourism, or amusement parks and attractions sectors with proven success working within museums, zoos, aquariums, or cultural institutions.

The Director of Guest Experience and Revenue at Brookfield Zoo Chicago ("BZC") is a leader driving the Zoo''s mission of inspiring conservation leadership through exceptional guest service practices, training and team support. This dynamic role is responsible for overseeing critical operational areas including Guest Admissions, Guest Attractions (Carousel, Motor Safari, Virtual Reality Experiences, and more), and Wild Connections Animal Experiences, ensuring that every guest interaction upholds the highest standards of service excellence. Brookfield Zoo Chicago welcomes nearly two million guests each year to our expansive 235-acre zoological park filled with abundant options for guests to connect, enjoy animals and support conservation. Beyond enhancing the guest experience, the Director will focus on innovative earned revenue strategies, with a renewed emphasis on new experiences, group sales and partnerships, to maximize the Zoo''s financial growth and position as a leading destination.

PRIMARY JOB DUTIES AND RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions of the position.

• • Oversite of programs, practices and procedures within assigned area to achieve departmental goals that are aligned with institutional goals, including short and long-term goals for assigned operations.
• • Monitor departmental performance against operating plans, budgets, and established objectives, including, but not limited to: analyzing sales, developing revenue and attendance projections, and recommending operational and program changes as needed. Provide timely reporting of information to management and subordinates on results. Recommend changes in staffing, systems, and/or operations to achieve stated goals.
• • Lead the development and delivery of comprehensive hospitality training programs to ensure staff are equipped with the skills and knowledge to deliver outstanding guest experiences. Provide coaching and direct supervision to staff. Responsible for the proper training and staff development of all full-time reports and over 150 seasonal staff members to ensure exceptional guest experiences and adherence to all institutional procedures and practices. Communicate all relevant issues/news to staff to ensure crew are fully informed and can support institutional direction and provide appropriate information and messages to guests.
• • Develop and implement actions to improve workplace culture with an emphasis on driving results and fostering inclusion. Conduct accurate and timely performance appraisals and provide wage and employment recommendations. Actively lead employee engagement, talent development, recruitment, and retention initiatives. Leverage organizational resources (training and development, performance management systems, employee surveys, regular communications vehicles, staff meetings, etc.) to drive continuous improvement and positive outcomes.
• • With the Vice President, drive the development and execution of innovative ancillary revenue strategies aimed at maximizing earned income, with a focus on admissions, attractions, food, and retail operations. Collaborate closely with the Director, Guest Services Operations and third-party partners to optimize offerings, drive sales, and create integrated experiences that enhance guest satisfaction and revenue. Relaunch and expand group sales efforts, identifying and capitalizing on new market opportunities to grow group visitation and associated revenue streams. Serve as a liaison with tourism and sales partners and industry organizations to enhance visibility, and drive visitation. Collaborate with Marketing team to create joint promotions and packages that attract tourists and boost attendance.
• • Ensure all guest service operations adhere to the Zoo's safety protocols, legal requirements, and best practices in the industry. Proactively identify and mitigate potential risks to guest safety and satisfaction. Coordinate maintenance of structures and equipment within assigned area to ensure proper operation, appearance and cleanliness of facilities to provide exceptional guest experiences and maintain BZC safety standards.
• • Develop and implement strategies to continuously improve the guest experience, ensuring that all interactions reflect the Zoo's commitment to exceptional service. Monitor and analyze guest feedback, leveraging insights to drive improvements in service delivery, attractions, and overall visitor satisfaction.
• • Work with departments throughout the Zoo to integrate programmatic and operational needs into Guest Service's Operating Plan. Coordinate admission and access control operations with Police, Membership, Marketing & Communications, Cash Control, Finance, SSA Events, Animal Programs and internal attractions staff. Integrate Motor Safari tours with Conservation, Education and Training messaging.
• • Develops, implements, and continuously updates Standard Operating Procedures (SOPs) for all guest-facing operations to ensure consistency, efficiency, and adherence to best practices. Trains and supports staff in the application of SOPs, promoting operational excellence across all teams. Ensures all operations comply with relevant laws, regulations, and Zoo policies, proactively addressing any risks that may impact guest safety or operational integrity.
• • Champion and advance initiatives that promote diversity, equity, accessibility, and inclusion within all guest services and revenue-generating areas. Ensure that all programs, practices, and policies reflect the Zoo's commitment to creating a welcoming environment for all guests and staff and actively work to eliminate barriers to participation and inclusion.
• Other related duties as assigned.
• Denotes Essential Job Functions

Experience Required

POSITION REQUIREMENTS AND SPECIFICATIONS: Bachelor''s degree in business, Communication, Liberal Arts, Education or other relevant field, or eight years of equivalent experience required. High school diploma or educational equivalent (e.g., GED.) required. Five years of comparable-level and scope of experience in the service industry required, including experience managing multiple-location sales operations. Excellent business knowledge and skills with relevant functional knowledge of ticketing and cash-handling processes required. Proven strategic approach and strong customer service orientation. Ability to effectively prioritize and manage multiple projects/tasks simultaneously and meet critical deadlines. Excellent leadership, interpersonal and communication skills including verbal, written and listening required. English fluency at a professional working proficiency. Excellent organizational, administrative, decision-making, and problem-solving skills. Proficiency in Microsoft Outlook, Word and Excel required. Strong figure aptitude. Must be able to establish, develop, and maintain a strong rapport and positive, engaging relationships with all levels of staff and external audiences. Cultural proficiency; experience and/or ability to work and interact effectively with a diverse, multicultural audience. Valid driver's license required. Illinois residents must possess a valid Illinois license within 90 days of hire. Valid out-of-state license required for out-of-state residents. DESIRABLE/PREFERRED QUALIFICATIONS: Skills with relevant functional knowledge of the attraction business preferred. Ability to develop, manage, and forecast budgets a plus. Multilingual ability, Spanish fluency a plus. ADDITIONAL INFORMATION: This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform. This position requires a seasoned, energetic, flexible and results-oriented professional who is capable of effectively managing a complex operation. Must have a participative, people-oriented management style and advocate a team approach. Requires a responsible and tactful individual who is able to interact effectively with diverse audiences at all levels. Must be able to work effectively under pressure, meet strict deadlines, and adhere to BZC's high standards. Must represent BZC in a professional manner at all times. Weekends and evenings are required as business demands. OCCUPATIONAL REQUIREMENTS: See Occupational Requirements Form. 001301/020825 Benefits Summary We are pleased that you are considering joining our team at Brookfield Zoo Chicago (BZC). Below is a summary of the benefits we offer. Non-Union Full-Time Employees Time Away from Work: Paid Time Off (PTO): PTO is accrued based on Years of Service and pay grade on a per-pay-period basis starting on the date of hire. Years of Service Positions in Grades 01H-06 Positions in Grades 07H-14-14MT-15MT Positions in Grades 16H-17MT Positions in Grades 07H1-081 (10hr/day) New hire- 5 years 21 days 26 days 31 days 18 days Holidays: Non-union employees are eligible for eight paid holidays per year. Employee Benefits: Coverage begins on the date of hire. Medical Insurance: Employees may choose from one of two medical plans: Blue Cross-Blue Shield HMO or PPO Plan. Benefit Coverage Tiers Available HMO Employee Cost (biweekly) PPO Employee Cost (biweekly) Medical Insurance Employee, Employee + Spouse, Employee + Child(ren), Family $48.82- $199.53 $75.12- $296.58 Common Medical Event HMO PPO Annual Deductible $250 Individual/ $500 Family In-Network: $750 Individual / $1,500 Family Out-of-Network: $1,500 Individual / $3,000 Family Out-of-pocket-maximum $1,500 Individual / $3,000 Family Prescription drug expense limit: $1,000 Individual / $2,000 Family In-Network: $2,000 Individual / $4,000 Family Out-of-Network: $4,000 Individual / $8,000 Family Doctors Visits $40/ PCP visit $60/ Specialist visit No Charge: Preventive care/screening/ immunization $30/ PCP visit; deductible does not apply $50/ Specialist visit; deductible does not apply No Charge: Preventive care/screening/ immunization; deductible does not apply. Hospitalization Facility Fee: $250/admission plus 20% coinsurance Physician/surgeon fees: No charge Facility Fee: 20% co-insurance Physician/surgeon fee: 20% co-insurance Dental Insurance & Vision Care Coverage: A PPO dental plan and an employee-paid vision care plan are available. Mental Health: Support, counseling, and resources for life issues at no cost to you. Eligible employees and their immediate family have access to Perspectives, a dynamic Employee Assistance Plan (EAP) which provides 24/7, confidential care and resources to address work and life stressors. Retirement Savings: Eligible employees are automatically enrolled at 6% on a pre-tax basis as soon as administratively feasible following date of hire. Employee Pre-tax and/or Roth after-tax contributions available. First of the quarter following one year of service, eligible employees receive regular matching contributions of up to 3%. The employer match for full-time employees is immediately vested. Employer-Paid Income Protection: Eligible employees are automatically enrolled in Short-Term Disability benefits, Long-Term Disability benefits, Basic Term Life insurance and Basic AD&D insurance. Pre-tax Flexible Spending Accounts (FSA): Eligible employees may set aside pre-tax dollars from their paychecks to save for pre-tax reimbursement of qualified healthcare and/or dependent care expenses. Voluntary Benefits: -Supplemental Term Life Insurance - Group Accident Insurance -Supplemental Accidental Death & Dismemberment Insurance - Group Critical Illness Insurance -Supplemental Dependent Life Insurance - Identity Theft Protection Brookfield Zoo Chicago is open 363 days each year. Work schedules vary with each position. This position may require the ability to work a non-traditional schedule on-site that may include holidays, weekends, mornings and/or evenings. The mission of Brookfield Zoo Chicago is to inspire conservation leadership by connecting people to wildlife and nature. Accredited by the Association of Zoos & Aquariums, American Humane, and the Alliance of Marine Mammal Parks and Aquariums. Brookfield Zoo Chicago is an Equal Opportunity Employer. Please note that portions of our recruitment and selection process may involve the support of AI tools to help ensure efficiency and consistency.

Salary

$89,583 to $98,541 annually

How to Apply

If interested in being considered for this opportunity, please visit the Brookfield Zoo Chicago Career Center to obtain more details about the position and to apply by submitting your profile. Please visit our website at https://www.brookfieldzoo.org/careers and use the Advanced Search feature to look for requisition number 346.

Brookfield Zoo Chicago

3300 Golf Road

Brookfield, IL 60513

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