You are viewing a preview of this job. Log in or register to view more details about this job.

Vice President of Guest Experience

Omaha's Henry Doorly Zoo & Aquarium
Email

The Organization

Omaha’s Henry Doorly Zoo and Aquarium, acclaimed as the #1 Zoo in the United States by USA TODAY 10Best Readers’ Choice Awards in 2023, 2024, and 2025, is dedicated to upholding its exceptional standards and delivering extraordinary experiences for its visitors. We are seeking an innovative Vice President of Guest Experience to enhance and elevate every aspect of our visitors’ journey. This pivotal role will shape strategic initiatives and ensure excellence across all guest interactions, creating memorable and engaging experiences.

The Campuses

Omaha’s Henry Doorly Zoo and Aquarium is internationally renowned for its innovative exhibits and commitment to conservation, research, and education. Covering over 160 acres in Omaha, Nebraska, the Zoo is home to thousands of animals from around the world. Key attractions include the Lied Jungle, one of the largest indoor rainforests globally; the Desert Dome, which houses the world’s largest indoor desert; and the Suzanne and Walter Scott Aquarium, featuring a vast array of marine life. The Zoo consistently ranks among the top zoos in the United States and is Nebraska’s premier attraction, drawing approximately 1.6 million visitors annually.

Complementing the Zoo is the Lee G. Simmons Wildlife Safari Park, located in nearby Ashland, Nebraska. This 440-acre drive-through park offers a unique opportunity to see North American wildlife up close in their natural habitats. Visitors can see bison, elk, deer, and other species while driving through scenic landscapes, with walking trails and observation points for a more intimate experience. The Safari Park also plays a role in conservation, providing a habitat for species such as the sandhill crane and trumpeter swan. Like the Zoo, the Safari Park has consistently claimed top national honors in the USA TODAY 10Best Readers’ Choice Awards, securing first place in the safari park category for 5 consecutive years since 2021.

Location: Omaha, Nebraska

Omaha offers a vibrant metropolitan atmosphere with a rich array of amenities. The city boasts a thriving dining scene, a vibrant music culture, and numerous cultural attractions. Notable highlights include the Old Market Entertainment District, Lauritzen Gardens, and the Strategic Air Command & Aerospace Museum. With significant investments in downtown development, Omaha provides a lively environment for both residents and visitors. The city's airport offers excellent connectivity, making travel to and from Omaha convenient and accessible.

The Opportunity

The Vice President (VP) of Guest Experience will oversee daily guest operations at Omaha’s Henry Doorly Zoo and Lee G. Simmons Wildlife Safari Park. Reporting directly to the Chief Brand and Experience Officer, the VP is a vital member of the Zoo’s senior leadership team. This results-oriented operations professional leads a team of department leaders responsible for generating 90% of the organization’s budget. This role collaborates with those leaders and more than 400 full-time, part-time and seasonal employees to ensure safe, efficient, and guest-friendly operations that support the mission and drive profitable growth.

A key objective for this role is to guide the guest experience teams into the future of zoo and safari park experience while maximizing earned revenue potential. This leader will foster a positive and inclusive environment for guests and staff, setting a high standard for exceptional service, hospitality and meaningful interactions for nearly 2 million guests annually across the zoo and park.

Responsibilities (include but are not limited to):

  • Responsible for revenue and overall performance of guest services and their teams, including membership, admissions, rides, theater, food & beverage, retail and events.
  • Review current, evaluate future, and implement new mission-aligned revenue opportunities that enhance guest experiences at the Zoo and Safari Park.
  • Champion guest-centric philosophies among departments and the entire organization by influencing and implementing strategies that embed friendly service across the organization.
  • Establish guest feedback systems to streamline reporting of guest sentiment and surface opportunities for improvement; engage regularly with guests and stay attuned to their experience.
  • Address guest escalations as needed and implement strategies to resolve friction points in the guest experience.
  • Support future success of the organization by leading or participating in strategic planning to enhance the financial health of the organization and improve the guest experience.
  • Develop and report on industry-standard guest service metrics to monitor, benchmark and enhance performance.
  • Optimize performance by working with direct reports to suggest or direct adjustments to daily operations to align labor and costs with departmental budgets.
  • Build and maintain strategic partnerships that support and advance the Zoo’s mission and guest experience.
  • Manage negotiations and promote strong relationships as a key point of contact with vendors, ensuring favorable contracts and sustainable business relationships.
  • Lead annual staffing strategy and participate in hiring and onboarding across all departments.
  • Collaborate with departmental leaders and staff to foster a cohesive workplace and engaging employee experience.
  • Regularly communicate performance of organization to senior leadership team.
  • Support the future success and financial health of the organization by leading or participating in strategic planning.
  • Foster an inclusive culture by prioritizing communication, trust, collaboration and principles of inclusive leadership.
  • Promote workforce inclusion initiatives to create a diverse, equitable and welcoming environment for staff and guests.
  • Lead teams effectively with proactive, clear and consistent communication.
  • Oversee staff performance and ensure duties are assigned appropriately, work quality is maintained, and all policies, procedures and various regulations are followed.
  • Ensure software, tools and workflows reduce friction for guests and enable team to work efficiently. Tools include point-of-sale and CRM software (Centaman) and associated hardware, including kiosks, ticket scanners and payment processing devices.
  • Oversee the annual departmental budget process, ensuring responsible financial stewardship.
  • Represent the Zoo and Safari Park at conferences, events, committees and various working groups to enhance industry best practices and collaboration.

Key Competencies:

  • Inclusive Management: Create a collaborative and welcoming environment where diverse perspectives are valued and equitable opportunities are provided, leveraging the strengths of a diverse team to drive innovative marketing strategies.
  • Problem solving: Identify challenges and develop effective solutions to align with organizational goals and drive business results.
  • Leadership: Guide and inspire the team, foster collaboration across departments, and drive alignment toward objectives. Lead with integrity and cultivate a culture of innovation and accountability.
  • Communication: Deliver exceptional verbal and written communication. Articulate ideas clearly and persuasively.
  • Decision making: Leverage data, insights and experience to make informed choices and take calculated risks where needed.
  • Creative: Innovative mindset to create and execute marketing strategies that resonate with diverse audiences and drive results.

Supervisory Responsibilities:

Directly supervise:

  • Manager of Membership
  • Assistant Manager of Guest Services
  • Supervisors of Guest Experience
  • Manager of Food Service
  • Manager of Gift Shop
  • Director of Events

Candidate Profile:

Knowledge, Skills and Abilities

  • Commitment to exceptional guest service, ensuring positive and memorable visitor experiences.
  • Expertise in attraction and event operations, including crowd management and guest flow optimization.
  • Understanding of retail operations, including product selection, merchandising, and inventory management.
  • Knowledge of food service operations including menu development, cost control, and guest satisfaction.
  • Understanding and applying best practices in customer service to enhance the guest experience.
  • Experience in membership program development, management, and retention strategies to drive loyalty and revenue.
  • Strong financial acumen with knowledge of budget preparation, revenue forecasting, and financial analysis.
  • Knowledge of ecommerce practices as well as principles of procurement and distribution.
  • Knowledge of managing external contracts and vendor relationships.
  • Ability to lead and motivate a team, including departmental managers and frontline staff.
  • Proficiency in leveraging data and analytics to make informed decisions and optimize operations.
  • Skilled in contract negotiation and managing external contracts to ensure favorable terms.
  • Quick and effective problem-solving skills to address guest concerns and operational challenges.
  • Demonstrated capability to lead and inspire a diverse team.
  • Ability to build positive connections and relationships with guests, staff, and external partners.
  • Strong organizational abilities to manage various programs and responsibilities.
  • Ability to resolve conflicts professionally and efficiently, ensuring guest satisfaction and team harmony.
  • Advanced proficiency in Microsoft Office including Outlook, Word, Excel, and PowerPoint.

Experience and Qualifications

  • At least 10 years working in operations.
  • At least 5 years of leadership experience in operations.
  • Bachelor’s degree in Hospitality, Facility Management, Business, or a related field is preferred; however, relevant experience may be considered in lieu of a degree.

Compensation

  • The range for this position starts at $160,000 and will be based on experience and qualifications.
  • This role includes a comprehensive benefits package, including medical, dental, vision, and life insurance, as well as paid time off, sick leave, and other additional benefits.

Contact

For additional information about the role, please contact the following contact:

Megan Rachal

Chief People Officer

Omaha’s Henry Doorly Zoo and Aquarium

megan.rachal@omahazoo.com

Disclaimer

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor is it to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

Omaha’s Henry Doorly Zoo & Aquarium is an Equal Employment Opportunity Employer as defined by the EEOC.