Guest Experience Director
Alaska SeaLife Center, Seward, AK, United States
The Guest Experience Operations Director is responsible for shaping and delivering an exceptional, mission‑driven experience for all guests at the Alaska SeaLife Center (ASLC). This position provides strategic and operational leadership for a multidisciplinary team encompassing Guest Services, Security, Custodial, Facilities (public‑facing areas), and Interpretation & Engagement. The role ensures that every aspect of the visitor journey—physical, emotional, and intellectual— is welcoming, safe, accessible, and meaningful, while reflecting the values, mission, and strategic goals of the ASLC. The Director establishes high standards of guest service, hospitality, and operational excellence, ensuring a seamless and memorable experience for visitors, members, donors, and community partners.
Education/Training Requirements
Bachelor’s degree in Hospitality, Business, or a related field, or an equivalent combination of education and 7- 10 years of progressive leadership experience in guest experience or operations, preferably within a cultural institution, zoo, aquarium, or nonprofit organization.
Demonstrated ability to lead and motivate diverse teams across multiple operational functions.
Experience overseeing guest‑facing operations including visitor services, food & beverage, retail partnerships, or hospitality environments.
Strong organizational, project management, interpersonal, and communication skills.
Proven commitment to diversity, equity, accessibility, and inclusion in public‑facing environments.
Primary Responsibilities This position has five primary responsibilities:
1. Strategic Guest Experience Leadership
Develop and implement a comprehensive vision for the guest experience that aligns with the Center’s mission, brand, and strategic goals.
Serve as the internal advocate for the guest perspective, ensuring organizational decisions support a consistent, high‑quality visitor experience.
Establish and uphold hospitality and service standards that ensure every guest interaction reflects the Alaska SeaLife Center’s commitment to excellence.
Use data, guest feedback, and direct observation to identify opportunities and address gaps across the visitor journey.
2. Operational Oversight
Lead daily operations for Guest Services, Security, Custodial, Facilities (public‑facing areas), Learning, and Interpretation & Engagement teams.
Ensure all public spaces are clean, safe, welcoming, and accessible.
Oversee staffing, training, scheduling, and performance management across assigned functional areas.
Collaborate closely with Facilities, Animal Care, Exhibits, and Events, and hospitality vendors or partners to coordinate visitor flow, guest safety, maintenance, guest impact, and operational readiness.
3. Revenue and Business Strategy
Develop and implement strategies to enhance earned revenue through admissions, memberships, education programs, and other on‑site guest experiences.
Partner with Marketing, Development, and Retail/Food partners to optimize guest‑facing offerings and identify new revenue opportunities.
Monitor and analyze key performance indicators (KPIs), including attendance, guest satisfaction, and per‑visitor spending, to support data‑informed decision‑making.
4. Interpretation, Learning, and Engagement
Provide leadership to the Learning and Interpretation & Engagement teams in collaboration with Exhibits to ensure content and programming are engaging, accessible, and relevant to diverse audiences.
Champion inclusive storytelling, wayfinding, and signage that strengthen the educational, emotional, and experiential aspects of the visitor journey.
5. Team Leadership, Safety, and Inclusion
Ensure compliance with all safety protocols, emergency procedures, and ADA accessibility standards.
Promote a culture of inclusion, empathy, and equity in guest service policies and practices.
Cultivate a strong, service‑oriented team culture grounded in communication, collaboration, accountability, and continuous improvement.
Mentor and support managers and team leads, encouraging professional growth, cross‑functional problem solving, and innovation.
Other Skills and Abilities
This is a hands‑on, on‑site leadership position requiring regular presence during peak attendance periods and major events.The role requires flexibility to work occasional evenings, weekends, and holidays to support operations, guest experience, and special programs.
Ability to move throughout large indoor and outdoor facilities, perform the essential functions of the role, and occasionally handle or move equipment or materials typically weighing up to 50 lbs.
Physical Requirements The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Full Time with Benefits Other Requirements Must be able to pass a background check.
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Education/Training Requirements
Bachelor’s degree in Hospitality, Business, or a related field, or an equivalent combination of education and 7- 10 years of progressive leadership experience in guest experience or operations, preferably within a cultural institution, zoo, aquarium, or nonprofit organization.
Demonstrated ability to lead and motivate diverse teams across multiple operational functions.
Experience overseeing guest‑facing operations including visitor services, food & beverage, retail partnerships, or hospitality environments.
Strong organizational, project management, interpersonal, and communication skills.
Proven commitment to diversity, equity, accessibility, and inclusion in public‑facing environments.
Primary Responsibilities This position has five primary responsibilities:
1. Strategic Guest Experience Leadership
Develop and implement a comprehensive vision for the guest experience that aligns with the Center’s mission, brand, and strategic goals.
Serve as the internal advocate for the guest perspective, ensuring organizational decisions support a consistent, high‑quality visitor experience.
Establish and uphold hospitality and service standards that ensure every guest interaction reflects the Alaska SeaLife Center’s commitment to excellence.
Use data, guest feedback, and direct observation to identify opportunities and address gaps across the visitor journey.
2. Operational Oversight
Lead daily operations for Guest Services, Security, Custodial, Facilities (public‑facing areas), Learning, and Interpretation & Engagement teams.
Ensure all public spaces are clean, safe, welcoming, and accessible.
Oversee staffing, training, scheduling, and performance management across assigned functional areas.
Collaborate closely with Facilities, Animal Care, Exhibits, and Events, and hospitality vendors or partners to coordinate visitor flow, guest safety, maintenance, guest impact, and operational readiness.
3. Revenue and Business Strategy
Develop and implement strategies to enhance earned revenue through admissions, memberships, education programs, and other on‑site guest experiences.
Partner with Marketing, Development, and Retail/Food partners to optimize guest‑facing offerings and identify new revenue opportunities.
Monitor and analyze key performance indicators (KPIs), including attendance, guest satisfaction, and per‑visitor spending, to support data‑informed decision‑making.
4. Interpretation, Learning, and Engagement
Provide leadership to the Learning and Interpretation & Engagement teams in collaboration with Exhibits to ensure content and programming are engaging, accessible, and relevant to diverse audiences.
Champion inclusive storytelling, wayfinding, and signage that strengthen the educational, emotional, and experiential aspects of the visitor journey.
5. Team Leadership, Safety, and Inclusion
Ensure compliance with all safety protocols, emergency procedures, and ADA accessibility standards.
Promote a culture of inclusion, empathy, and equity in guest service policies and practices.
Cultivate a strong, service‑oriented team culture grounded in communication, collaboration, accountability, and continuous improvement.
Mentor and support managers and team leads, encouraging professional growth, cross‑functional problem solving, and innovation.
Other Skills and Abilities
This is a hands‑on, on‑site leadership position requiring regular presence during peak attendance periods and major events.The role requires flexibility to work occasional evenings, weekends, and holidays to support operations, guest experience, and special programs.
Ability to move throughout large indoor and outdoor facilities, perform the essential functions of the role, and occasionally handle or move equipment or materials typically weighing up to 50 lbs.
Physical Requirements The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Full Time with Benefits Other Requirements Must be able to pass a background check.
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