Sr Vp Of Hospitality And Guest Experience

The Senior Vice President of Hospitality and Guest Experience is responsible for planning, overseeing, coordinating, and managing all aspects of the organization that relate to the visitor experience and business operations. This position develops organizational and operating strategies that drive attendance and market share, create excellence in guest experience, grow revenue generation, and facilitate effectiveness of in-park conservation messages. Inspires excellence in customer service and leads programs to advance a park-wide focus on superior hospitality. Serves as the executive leader of business strategy for marketing and special events. Serves as the institutional liaison for contracted food and retail operations.
Through a respectful, constructive and energetic leadership style and guided by organizational goals, provides the leadership, management, and vision necessary to ensure that Brookfield Zoo is a premier international guest attraction.
Works hand in hand with the Chief Financial and Administrative Officer to ensure CZS has the proper operating controls, administrative and reporting procedures, efficiencies, people systems, and business practices in place to effectively grow the organization, enhance its financial strength, and assure a highly engaged workforce that sets the bar for a high-quality guest experience.
The primary duties and responsibilities:

• Working with the CFAO & VP, IT, integrates successful technology deployment to advance the in-park experience for guests. Implements & manages continued innovation in ticketing, wayfinding, information presentation, guest amenities, marketing, & other operations to advance revenues & guest satisfaction. Ensures effective online marketing strategies, as well as the development of Brookfield Zoo & CZS’ digital presence.
• Ensures Brookfield Zoo operates as a viable business enterprise. Keeps abreast of market & industry trends, competitors, & all aspects of the Society’s market base. Assesses & makes continual improvements to operations to maximize success. Taking a continuous improvement & innovative approach, assures optimal in-park revenue generation & a quality guest experience & offerings. Provides operational guidance & direction & works with reporting managers & others as appropriate in evaluating the effectiveness of organizational operations & results. Participates in the planning, development, implementation & evaluation of strategic business plans & performance goals, short & long-term objectives, plans, budgets, programs, & policies. Oversees &/or negotiates major contracts with vendors for park operations services & products.
• Working with the VP, Guest Services, responsible for the strategic direction of overall Guest Services operations, including staff, methods, budget, & results achieved. Approves Guest Services annual operating plans & goals to ensure high-quality guest services are provided at an acceptable cost. Works with VP, Guest Services to innovate, benchmark, & critically analyze & assess department operations & their impact. Work with the VP, GS with respect to Group operations & management to maximize zoo attendance, the profitability of revenue-producing activities, & efficiency of operations, while ensuring that cost does not detract from guest satisfaction or the guest experience or discourage future visits.
• Works closely with the President & CEO, Chief Financial & Administrative Officer (CFAO), & the Executive Team (“ET”) to develop, implement, & monitor long-term & annual operating plans to achieve established strategic goals established by the CEO & Board. Collaborates with the executive leadership to advance the organizational priorities as set by the President/CEO.
• Motivates & leads a high-performance staff with a focus on excellence in hospitality & customer service. Elevates standards for guest experience. Develops & oversees a robust customer service training & growth program for staff. Has primary responsibility for guest facing park operations, staff, methods, budget, & results achieved. Plans, reviews, approves, & manages assigned staff including: recruitment, hiring, job orientation, training, & placement, scheduling, counseling, performance management & evaluation, employee recognition, salary adjustments, promotions, discipline, & terminations. Develops & implements actions to improve workplace culture with an emphasis on driving results & fostering inclusion.
• Responsible for the strategic direction of Marketing programs & long-term & short-term goals & objectives for advancement of the institution. This includes goals & objectives related to attendance, revenues, brand positioning & external awareness of CZS. Works with the VP, Marketing & Communications to maximize the overall visitor experience & quality, zoo attendance, as well as profitability of revenue-generating activities, while ensuring that price & offerings do not detract from guest satisfaction or discourage future visits.
• Collaborates in the planning & formulation of organizational plans, policies, & practices. Oversees the design, operation, & improvement of systems that create & deliver the organization’s services, products, & offerings. In collaboration with other departments, ensures effective visual communications & environmental design. Serves as the liaison, in partnership with the CFAO, in oversight of CZS’ contracted vendor for food, retail, & merchandise operations.
• Embraces the advancement of CZS diversity, equity, inclusion, & access initiatives. Fosters an inclusive & welcoming environment for all levels for staff & visitors. Assists in efforts to achieve audience diversity goals & provides information as requested.
• Spearheads the development, implementation, & assessment of guest amenities, attractions, parking, events, & experiences to produce growth of business revenues & guest satisfaction. Mentors direct reports to cultivate skills & enhance interrelationships between departments.
• Represents the CEO’s voice with staff & in organizational decision-making related to the visitor experience at Brookfield Zoo. Participates on various CZS teams & committees, including Board Committees. Represents the organization & CEO externally & promotes the organization’s interests. Assumes other responsibilities as necessary to successfully achieve group & CZS goals & objectives.

This position description summarizes the primary duties & functions of this position, but should not be considered a complete listing of every duty the individual may ever be called upon to perform.

Position requirements include:

• Must be a strong leader & role model with a strong business acumen, big-picture thinking, adaptability, flexibility, perseverance, & the ability to manage conflict & drive positive change.
• Must be very well organized, detail oriented & able to prioritize & delegate effectively.
• Experience with traditional & digital marketing operations.
• Excellent verbal & written communication skills. Possess active listening skills, presentation skills, & very strong writing ability.
• 10 years directly relevant senior-level leadership experience in hospitality, attraction entertainment, &/or major guest service business enterprise.
• Must be adept at persuasive speaking & able to present Brookfield Zoo & CZS to the public in an exciting & engaging manner. Strong influencing skills are essential for this position.
• Bachelor's degree in Business, Management, or other relevant field.
• Must be a strong strategic thinker who is able to anticipate business trends, develop multi-year plans, & position Brookfield Zoo in a favorable market position relative to other attractions.
• Computer proficiency with basic office software (Outlook & Microsoft Office suite)
• Must appreciate & value differences & be able to communicate effectively across culture; experience working & interacting effectively with diverse staff required.
• Must be able to inspire & motivate staff to deliver the highest caliber of customer service.
• Must have strong financial acumen, budget experience, & experience performing meaningful analysis, measurement, & assessment of operations. Strong skills with application of business analytics to grow revenue.
• A valid driver’s license is required.

Preferred Qualifications:

• Experience within the Chicagoland region and a deep understanding of the associated marketplace is a plus.
• Multilingual ability, Spanish fluency a plus.
• Non-profit/cultural institution experience a plus.
• MBA or other advanced degree in Business or other relevant field a plus.
• Previous experience working at a zoo, theme park, or destination attraction 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 individual may ever be called upon to perform. This is a senior-level, visible position with a high level and wide breadth of responsibility and accountability. This position works as an effective leader, responsible for internal business and park operations overseeing major areas of the operation. Serves as a key change agent, providing support for operations, programming, and revenue-generating initiatives. Works closely with the CEO and other executive staff to advance the organization. Plays a key role in shaping the organization and its future, as well as promoting an organizational climate and inclusive culture that engages and develops staff and leverages their unique talents to benefit the organization. Must be a passionate organizational champion that can work highly effectively with a diverse staff and constituents at all levels. Must be highly collaborative in approach and a savvy business professional that is able to shepherd and drive organizational results and change. Incumbent is required to gain an intimate understanding of the organization, its mission, vision, values, and operating philosophies and how departmental activities impact the operation and finances of the organization and other departments.

The Chicago Zoological Society is an Equal Opportunity Employer.
Workplace safety is the Chicago Zoological Society’s top priority. We require all employees to be fully vaccinated for COVID-19 unless they request and receive a religious or medical exemption. New hires must have at least received their first vaccine dose prior to their start date. (Updated 9/16/22)

This is a senior-level, visible position.

Chicago Zoological Society-Brookfield Zoo

60513

Guest Operations

Guest Services

Non-Union

Monday thru Friday