Guest Experience Director

Primary Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

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.