John Ball Zoo - Director of Guest Services

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John Ball Zoo

John Ball Zoo - Director of Guest Services

John Ball Zoo is the one of the top five most attended cultural institutions in Michigan - a 100+ acre urban oasis in Grand Rapids welcoming more than 700,000 guests each year. With a culture defined by purpose and impact and tremendous growth opportunity ahead, including the prospect of a new aquarium, the Zoo is seeking a Director of Guest Services to architect its guest-facing commercial operations: leading the teams and strategies that drive revenue, deliver exceptional experiences, and fuel the mission.

This role is uniquely suited for a leader who values:

• The chance to shape guest services operations during a defining period of growth - including

a transformational aquarium

• Deep ownership of revenue strategy across food & beverage, retail, admissions, private events,

and membership

• A voice with Zoo leadership in helping guide future strategic direction
• A mission-driven culture where purpose fuels engagement and people genuinely love where

they work

• An affordable, welcoming community in Grand Rapids - one of the Midwest's fastest-growing

cities

To view the full job profile, click here.

Experience Required

Required • 5+ years of progressive guest services or hospitality operations leadership, including meaningful food & beverage experience • 3+ years managing multi-unit teams in high-volume, guest-facing environments • Proven track record driving revenue growth, managing budgets, and delivering measurable operational results • Strong financial acumen: P&L management, proformas, budget forecasting, and labor cost analysis Preferred • Background in zoos, aquariums, museums, science centers, or other mission-driven attractions or in the hospitality or guest-facing organizations • Experience leading organizations through significant growth phases • Familiarity with membership programs, private events, and experiential revenue models

How to Apply

John Ball Zoo has partnered with Canopy Strategic Partners to manage this search. To be considered, please submit a letter of interest and resume in a single PDF to:

Lauren David

Canopy Strategic Partners

Ldavid@canopysp.com

All inquiries and applications will be held in strict confidence. We encourage candidates from zoos,

aquariums, cultural institutions, and the broader hospitality and attractions industry to apply.

John Ball Zoo

Grand Rapids, MI

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