Director of Guest Services

DESCRIPTION

Lion Country Safari is seeking a Director of Guest Services to lead guest-facing operations and deliver exceptional guest experiences. This position oversees guest services, admissions, ticketing, front desk operations, guest relations, and service recovery while supporting operational excellence, revenue goals, and the organization’s mission and values.

DUTIES AND RESPONSIBILITIES

• Lead guest-facing operations, including admissions, ticketing, front desk, and guest services.
• Develop guest experience standards and initiatives to improve satisfaction and performance.
• Lead and develop department managers and staff.
• Manage budgets, labor costs, operational resources, and departmental goals.
• Oversee guest feedback, service recovery, and escalated concerns.
• Collaborate with departments to support exceptional guest experiences.
• Develop procedures, support events and seasonal operations, and drive continuous improvement.
• Serve as a visible leader and ambassador for Lion Country Safari.