Director, 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 and Revenue at Brookfield Zoo Chicago ("BZC") is a key 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 areas including Admissions, Attractions, and Animal Experiences, ensuring that every guest interaction upholds the highest standards of service excellence. Beyond enhancing the guest experience, the Director will spearhead innovative earned revenue strategies, with a renewed emphasis on new experiences, group sales and tourism partnerships, to maximize the Zoo's financial growth and position as a leading destination.

This is a non-union full-time salaried position, grade 10 with an expected hiring range of $86,292 to $94,921 annually. For our Benefits Summary Information, follow this link to our Benefits Table or copy and paste the following in your internet browser www.brookfieldzoo.org/custom.czs/files/06/06337b2c-b3db-45a2-8eb2-f8362486bd0e.pdf (please refer to the non-union, full-time employee section and other benefits & perks) and/or refer to the benefit details provided below after the job description information.

PRIMARY JOB DUTIES AND RESPONSIBILITIES:

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

1. * 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.
2. * 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.
3. * 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. Providecoaching 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.
4. * 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.
5. * 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.
6. * 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.
7. * 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.
8. * 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.
9. * 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.
10. * 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.
11. Other related duties as assigned.

* Denotes Essential Job Functions

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. This position will work on-site at Brookfield Zoo with the possible flexibility to work remote on occasion. Weekends and evenings are required as business demands

OCCUPATIONAL REQUIREMENTS: See Occupational Requirements Form.

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Benefits Summary

We are pleased that you are considering joining our dedicated team at Brookfield Zoo Chicago (BZC). Below is a summary of Brookfield Zoo Chicago's generous employee benefits. Please note, benefits vary based on whether benefits are provided through the Teamsters Union for positions represented by the Teamsters or by Brookfield Zoo Chicago for non-union positions. For non-union positions, some benefits also differ by pay grade classification if noted.

Non-Union Full-Time Employees

Eligibility: Eligible employee is defined as a regular, full-time employee who is regularly scheduled to work a minimum of 35 hours or more per week. Coverage begins on the date of hire. Have a family? You can also cover your spouse, civil union partner, and/or eligible children who are under age 26.

Time away from work: Paid Time Off (PTO) is accrued based on Years of Service and pay grade on a per-pay-period basis starting on the date of hire. Unused PTO time carries forward from one calendar year to the next to a specified maximum. Below are the equivalent amounts employees, who work 8 hours per day or 10 hours per day, earn in a 12-month period. An employee's pay grade is included in the job description.

Holidays: Non-union employees are eligible for 8 paid holidays per year.

Medical Insurance: Employees may choose from one of two medical plans: Blue Cross-Blue Shield HMO or PPO Plan. A waiver credit is available to employees who waive enrollment in medical insurance. Coverage begins on the employee's hire date.

Dental Insurance & Vision Care Coverage: A dental plan and an employee-paid vision care plan are available. A waiver credit is offered to employees who waive enrollment in the dental plan. Coverage begins on the employee's hire date.

Mental Health: Support, counseling, and resources for life issues at no cost to the employee. 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: A 401(k) savings plan is available for all employees. Choose either pre-tax and/or Roth after-tax contributions. First of the quarter following one year of service, eligible employees receive matching contributions of 50% of the first 6% you contribute.

Employer-paid Income Protection: Short-Term and Long-Term disability benefits are available which provide up to 60% of the employee's base weekly wages for the first 90 days, then up to 60% of the employee's monthly wages if the employee is unable to return to work. Basic Term Life & Basic Accidental Death & Dismemberment Insurance policies each in the coverage amount of 1X the employee's annual salary, plus an additional $10,000 in coverage. Eligible employees are automatically enrolled in these benefits upon hire.

Pre-tax Flexible Spending Accounts (FSAs): Brookfield Zoo Chicago believes in helping eligible employees take advantage of pre-tax savings for eligible healthcare and/or dependent care expenses. 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

Other Benefits & Perks for All Employees (unless otherwise noted)

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