Guest Experience Operations Senior Manager

Summary:

The Guest Experience Operations Senior Manager 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.

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.

• 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

2. Develop and implement a comprehensive vision for the guest experience that aligns with the Center's mission, brand, and strategic goals.

3. Serve as the internal advocate for the guest perspective, ensuring organizational decisions support a consistent, high-quality visitor experience.

4. Use data, guest feedback, and direct observation to identify opportunities and address gaps across the visitor journey.

5. Operational Oversight

6. Lead daily operations for Guest Services, Security, Custodial, Facilities (public-facing areas), Learning, and Interpretation & Engagement teams.

7. Ensure all public spaces are clean, safe, welcoming, and accessible.

8. Oversee staffing, training, scheduling, and performance management across assigned functional areas.

9. Collaborate closely with Facilities, Animal Care, Exhibits, and Events teams to coordinate visitor flow, maintenance, and guest impact.

10. Revenue and Business Strategy

11. Develop and implement strategies to enhance earned revenue through admissions, memberships, education programs, and other on-site guest experiences.

12. Partner with Marketing, Development, and Retail/Food partners to optimize guest-facing offerings and identify new revenue opportunities.

13. Monitor and analyze key performance indicators (KPIs), including attendance, guest satisfaction, and per-visitor spending, to support data-informed decision-making.

14. Interpretation, Learning, and Engagement

15. 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.

16. Champion inclusive storytelling, wayfinding, and signage that strengthen the educational and emotional impact of the guest experience.

17. Team Leadership, Safety, and Inclusion

18. Ensure compliance with all safety protocols, emergency procedures, and ADA accessibility standards.

19. Promote a culture of inclusion, empathy, and equity in guest service policies and practices.

20. Cultivate a strong, service-oriented team culture grounded in communication, collaboration, accountability, and continuous improvement.

21. 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, including weekends, holidays, and occasional evenings.

• 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.