Description

John Ball Zoo is the one of the top five most attended cultural institutions in Michigan — a 100+ acre urban oasis in Grand Rapids welcoming more than 700,000 guests each year. With a culture defined by purpose and impact and tremendous growth opportunity ahead, including the prospect of a new aquarium, the Zoo is seeking a Director of Guest Services to architect its guest-facing commercial operations: leading the teams and strategies that drive revenue, deliver exceptional experiences, and fuel the mission.

This role is uniquely suited for a leader who values:

• The chance to shape guest services operations during a defining period of growth — including a transformational aquarium
• Deep ownership of revenue strategy across food & beverage, retail, admissions, private events, and membership
• A voice with Zoo leadership in helping guide future strategic direction
• A mission-driven culture where purpose fuels engagement and people genuinely love where they work
• An affordable, welcoming community in Grand Rapids — one of the Midwest’s fastest-growing cities

ARE YOU … ?
→ A Revenue Driver – Data-savvy, commercially focused, P&L-minded
→ A People Leader – Servant-hearted, clear communicator, team builder
→ An Operator – Systems thinker, detail-oriented, accountable
→ A Mission Believer – Customer-focused, community-oriented, conservation-aligned
→ A Change Agent – Confident, entrepreneurial, not afraid to raise the bar

The full job profile can be found here - https://canopysp.com/external-leadership-opportunities/

Requirements

The next Director of Guest Services will be a confident, commercially savvy leader energized by complexity, committed to people, and grounded in purpose. The Zoo seeks candidates who demonstrate:

• Strong food & beverage operations expertise — the most complex and highest-opportunity area in the department
• Proven ability to lead through growth and change, with experience scaling teams and systems
• Data fluency and financial acumen — the ability to drive P&L, set per-cap targets, forecast attendance, drive efficiency, and manage labor costs
• A collaborative, high-EQ leadership style that builds trust with a young, mission-motivated seasonal workforce
• Comfort with technology — POS systems, parking platforms, data analytics — and the ability to integrate multiple tools into a cohesive operation
• Strategic thinking balanced with hands-on execution and an organization-wide perspective
• An outgoing, confident presence and straight-talking communication style — this team benefits from candor and accountability
• Conservation mission alignment: a genuine understanding of why purpose-driven, nonprofit organizations operate differently than for-profit attractions

Required

• 5+ years of progressive guest services or hospitality operations leadership, including meaningful food & beverage experience
• 3+ years managing multi-unit teams in high-volume, guest-facing environments
• Proven track record driving revenue growth, managing budgets, and delivering measurable operational results
• Strong financial acumen: P&L management, proformas, budget forecasting, and labor cost analysis

Preferred

• Background in zoos, aquariums, museums, science centers, or other mission-driven attractions or in the hospitality or guest-facing organizations
• Experience leading organizations through significant growth phases
• Familiarity with membership programs, private events, and experiential revenue models