Guest Experience Manager

Are you passionate about creating memorable experiences and leading high-performing teams? The Air Zoo is seeking an energetic, strategic, and service-driven Guest Experience Manager to lead our Guest Experience Team. This role is at the heart of our mission, ensuring every guest feels welcomed, inspired, and cared for from the moment they arrive. If you thrive in fast-paced environments, love developing people, and are motivated by delivering exceptional service, we’d love to meet you.

About the Role

The Guest Experience Manager leads and develops the front-of-house team, oversees daily operations and budgets, and ensures a welcoming, safe, and inclusive environment. This position sets the tone for service excellence by defining and upholding our guest service standards while partnering across departments to deliver a seamless, high-quality visitor experience.

What You’ll Do

• Hire, train, schedule, and supervise Guest Experience Ambassadors, Leads, and volunteers.
• Provide ongoing coaching, performance feedback, and professional development to build a high-performing team.
• Foster a culture of accountability, inclusivity, teamwork, and service excellence.
• Provide visible, on-floor leadership to ensure confident, capable staff and smooth daily operations.
• Define, communicate, and enforce Air Zoo guest service (“show”) standards.
• Develop and deliver training in safety, service recovery, attractions, ticketing, and memberships.
• Monitor guest interactions, satisfaction, and service quality to drive continuous improvement.
• Plan and manage the Guest Experience budget and ensure financial accountability.
• Oversee scheduling, front-line coverage, cash handling, and service recovery protocols.
• Analyze operational data and guest feedback to improve efficiency and outcomes.
• Collaborate cross-functionally to align guest experience strategies, systems, and initiatives with organizational goals.
• Lead and support process improvements, special projects, and innovations that advance the Air Zoo’s mission.

*The above description outlines the general nature and level of work performed and is not intended to be an exhaustive list of all the responsibilities and qualifications.

What You Bring

• Bachelor’s degree in hospitality, business, or related field (or equivalent experience).
• Experience in guest service within retail, hospitality, or customer service environment.
• Supervisory or management experience leading diverse teams.
• Current CPR, First Aid, and Bloodborne Pathogen certification (or ability to obtain).
• Proven leadership ability with strong team development skills.
• Strategic thinker who adapts quickly in dynamic environments.
• Proficiency with network-based systems, databases, and Microsoft Office.
• Experience with ticketing/membership systems and the ability to operate POS systems.
• Strong interpersonal skills with the ability to build trust across teams.
• Guest-focused mindset with attentive listening and proactive problem-solving.

Schedule/Work Hours

Full-time position with varying hours based on operational needs and which includes days, evenings, and weekends. This position is on-site at the Air Zoo in Portage, Michigan, including responsibilities at the Flight Innovation Center.

Compensation

Staring annual salary range $55,000 - $59,000, depending on skills, experience, and internal equity. The Air Zoo also offers a comprehensive benefits package, professional development opportunities, and a creative, mission-driven work environment.

Why the Air Zoo?

At the Air Zoo, we inspire and educate through the wonder of flight and science. You’ll join a mission-driven organization that values innovation, collaboration, and community impact. We are committed to creating an inclusive workplace where team members are empowered to grow, contribute, and make a difference every day.

Physical Requirements

Ability to sit, stand, walk, climb stairs, and lift up to 40 lbs. Perform physical tasks including pushing, pulling, and reaching. Ability to work outdoors in varying weather conditions (including snow removal at entry/exit points).

To Apply

If you’re ready to lead a team that shapes unforgettable experiences for thousands of guests each year, we invite you to apply.

Email your resume, cover letter, and a list of three professional references to [email protected]

If you have questions or need assistance applying, please contact us at [email protected]

This position will remain posted until filled, however, priority consideration will be given to applications received by March 18, 2026.

Pay: $55,000.00 - $59,000.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person