Description

JOB SUMMARY
 
The Director of Rides, Attractions, and Special Events is responsible for strategic planning and oversight of the rides, attractions, and special event offerings at the Dallas Zoo.  The position oversees the staffing, training, and processes necessary to carry out key operating functions. This role will help plan, develop, and ensure the safe, efficient, and consistent operations of the various rides, attractions, and events. This individual will support the division in creating memorable guest experiences and ensuring the successful execution of the Dallas Zoo’s Best Day Ever initiatives.  This position requires creativity, planning, collaboration, confident decision-making, and excellent guest service and communication skills.  This position will engage all zoo staff and department leaders in developing strategic initiatives and incorporating best practices that will allow the Dallas Zoo to accomplish its operating objectives.
 
This leadership position plays a crucial role in fostering a culture of excellence, innovation, and belonging that directly contributes to our mission of “Engaging People and Saving Wildlife”, under the direction of the COO/EVP of Park Operations.
 
 
SPECIFIC DUTIES AND RESPONSIBILITIES
 
Ensure Dallas Zoo rides and attractions are prepared daily to safely accommodate guests each day, including but not limited to;
o Train, Carousel, VR theater, Zip Line, Destination Dinosaurs
o Giraffe Feeding, Birds Landing, Tortoise Feeding
o Zoo Lights, Safari Nights, additional seasonal events and exhibitions
Communicate and work collaboratively across various departments on a regular basis.
Provide leadership and accountability for the Rides, Attractions, and Special Events leadership team.
Hire, train, evaluate, coach, and ensure accountability for staff performance.
Set SMART goals for the team to follow and ensure accountability and that deadlines are met.
Evaluate resources and staffing levels necessary to meet operating standards and support targeted revenue and expense goals. 
Develop and maintain consistent policies and procedures for daily rides and attractions operations, including regular safety audits and reporting as required.
Provide strategic thinking, planning and innovation for enhancing revenue-generating experiences for guests.  This includes enhancing new and existing guest experience programs and finding new revenue opportunities that further support the Dallas Zoo’s mission.
Prepare budgets, monitor expenses, and maintain fiscal accountability of all assigned departments.
Address guest concerns and respond to comments and inquiries as needed.  
Participate in Guest Experiences Committee meetings and designated board meetings as requested.
Ensure team members are trained in emergency procedures and can respond appropriately during emergency situations.
Other duties as assigned.

Requirements

QUALIFICATIONS
 
A strong level of creative ideas, planning and “outside-the-box” thinking is essential for this role.
Must have a minimum of five years’ experience in hospitality management/guest services management, preferably in a high-volume guest-focused operation. Operations experience in a zoological park, theme park, hotel or similar customer service operation desired.  
A Bachelor’s Degree in hospitality management, business administration, public administration, recreation management or a related field preferred. 
Must have a proven record of leadership and effectively managing teams.  
Must have excellent communication skills both oral and written.  
Must be able to operate web-based Point of Sale (POS) systems. Experience with Tessitura is a plus.
Proficient in the Microsoft Suite, including Teams, SharePoint, and OneDrive, for effective communication and collaboration.
Must have a valid driver’s license.
Must be collaborative and maintain cooperative working relationships amongst staff, volunteers and partner organizations.
Ability to remain calm in emergency situations, gather information and respond appropriately. 
Ability to effectively supervise staff and daily work activities.
Ability to multi-task as needed.
Ability to work flexible shifts, including weekends and evenings when required.  
Ability to work indoors and outdoors with exposure to cold and heat.
Ability to work as a team member and independently as needed.
Must be able to walk, stand, sit, kneel, stoop, crawl, twist, reach above head, pull, bend, climb stairs and ladders, and lift/carry 50lbs.