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 Are you…? Revenue Driver – Data‑savvy, commercially focused, P&L‑minded People Leader – Servant‑hearted, clear communicator, team builder Operator – Systems thinker, detail‑oriented, accountable Mission Believer – Customer‑focused, community‑oriented, conservation‑aligned Change Agent – Confident, entrepreneurial, not afraid to raise the bar The full job profile can be found here - The next Director of Guest Services will be a confident, commercially savvy leader energized by complexity, committed to people, and grounded in purpose. The Zoo seeks candidates who demonstrate: Strong food & beverage operations expertise — the most complex and highest‑opportunity area in the department Proven ability to lead through growth and change, with experience scaling teams and systems Data fluency and financial acumen — the ability to drive P&L, set per‑cap targets, forecast attendance, drive efficiency, and manage labor costs A collaborative, high‑EQ leadership style that builds trust with a young, mission‑motivated seasonal workforce Comfort with technology — POS systems, parking platforms, data analytics — and the ability to integrate multiple tools into a cohesive operation Strategic thinking balanced with hands‑on execution and an organization‑wide perspective An outgoing, confident presence and straight‑talking communication style — this team benefits from candor and accountability Conservation mission alignment: a genuine understanding of why purpose‑driven, nonprofit organizations operate differently than for‑profit attractions 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 #J-18808-Ljbffr