POSITION SUMMARY:The Director of Guest Services plays a central role in leading the day-to-day operations of Jungle Island, with direct oversight of all front-facing guest experiences and operational support. This includes ticketing, admissions, education, camps, call center, and daily coordination with facilities, events, and animal care teams. This position ensures every guest touchpoint reflects Jungle Islands standards for safety, service, and satisfaction.

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required. ESSENTIAL JOB DUTIES: Operational Oversight Lead the daily operational execution of the park, ensuring all departments are aligned and ready for opening, guest flow, and closing procedures. Conduct pre-opening walkthroughs, resolve issues in real time, and ensure post-operational reports are completed and accurate. Partners with the Facilities and Maintenance lead to coordinate repair needs, cleaning schedules, and safety protocols. Liaise daily with the animal care and entertainment teams to support programming, shows, and public encounters. Guest Experience & Service Set and enforce service standards across all guest-facing departments. Ensure all guest service areas (ticketing, entry, camps, call center) are properly staffed, trained, and operate efficiently. Implement and track guest feedback systems to continuously improve the guest journey. Resolve guest issues with empathy, authority, and follow-through. Team Leadership Supervise and mentor the Guest Services & Education Manager and Call Center Lead. Develop team schedules, SOPs, and performance benchmarks for frontline staff. Support seasonal onboarding and training for camp, education, and temporary hires. Lead daily morning briefings and cross-departmental communication huddles. Sales & Communication Monitor daily attendance trends, group bookings, and guest demographics. Collaborate with the events and marketing teams to ensure programs and activations are fully integrated into guest operations. Maintain visibility on the floor, serving as the primary liaison between departments during public hours. Qualifications Minimum 5 years of leadership experience in a guest-facing, operational environment (attractions, hospitality, resort, or zoo preferred). Strong background in team supervision, SOP development, and cross-functional coordination. Excellent communication and problem-solving skills under pressure. Bilingual (Spanish/English) preferred. Comfortable with scheduling software, ticketing platforms, and operational tools (e.g., Slack, Teams, Smartwaiver, ROLLER). Note: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties, all duties and requirements are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Associates will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract implied or otherwise other than an at will employment relationship