Human Resources & Guest Experience Manager in Dallas, Texas at ZOOCEANARIUM GROUP LLC

Position Summary
The HR and Guest Experience Manager is a dynamic, multi-functional leadership role that combines guestfacing
operations, HR coordination, team development, and administrative support. Working in a small, highly
collaborative environment, this team member will contribute across departments to ensure a smooth, engaging,
and professional experience for both guests and staff.
On average, the Manager will spend approximately two days per week serving as Manager on Duty (MOD),
with the remaining time focused on human resources, staff training, and administrative operations. Week-toweek
responsibilities will shift based on operational needs, events, and seasonal programming. The role also
includes support for Carousel and Dragon Boat operations, as well as occasional assistance with finance-related
tasks. This position reports to the Executive Director and works closely with the Managing Director, CFO, and
department leads.

Duties & Responsibilities
Guest Experience

• Serve as on-site Manager on Duty (MOD), ensuring guest satisfaction, safety, and team engagement.
• Supervise Guest Services Supervisor and support the GEA team with coaching and coverage.
• Respond to guest needs and resolve escalated service issues with professionalism.
• Reinforce staff training in real-time and maintain high standards of presentation and readiness.
• Assist with opening/closing duties, team meetings, and operational checklists.
• Support event logistics and cross-functional public programming, including carousel operations, dragon boat operations, and special events/activations.
• Ensure the facility is clean, safe and presented to the highest of standards.
• Monitor sales in order to recommend strategies to increase revenue opportunities.
• In collaboration with the Animal Operations, ensure animal welfare and care standards are upheld and enhanced, and that displays are presentable, engaging, and educational.

HR Coordination & Staff Development:

• Manage the full cycle of recruitment, including recruiting logistics, job postings, resume screening, interviewing, and hiring.
• Administration of human resource programs including, but not limited to, compensation, benefits, and PTO; disciplinary matters; disputes and investigations; performance and talent management; productivity, recognition, and morale; occupational health and safety; and training and development.
• Coordinate employee onboarding including background checks, orientation, training, and processing new hire paperwork.
• Work with Executive Director to effectively manage timecards and payroll
• Maintain accurate and compliant employee files and training records
• Work with Executive Director to develop and deliver internal training content
• Coordinate and process all new/current/termed employee benefits/insurance coverage with insurance broker.
• Work with Executive Director to oversee and manage all aspects of employee safety, including communication with insurance providers, compliance with state and federal regulations, and proactively working to prevent workplace injuries by enforcing employee safety programs.

Administrative, Finance, & Cross-Department Support:

• Maintain organized spreadsheets and records for HR, operations, and finance.
• Help manage supplies, documentation, and seasonal prep across departments
• Flexibly support interdepartmental coordination, events, and emerging priorities
• Other duties as assigned

Experience, Skills & Qualifications

• 3-5 years of experience in HR, Guest Service, and Team Leadership
• Strong interpersonal and communication skills in both guest and administrative settings
• Comfort working flexibly and collaboratively in a small, hands-on team environment
• Bachelor’s degree in Human Resources, Business Administration, Hospitality Management or related field- or equivalent work experience.
• Background in hospitality, attractions, or nonprofit/public-facing environments required
• Strong interpersonal and communication skills in both guest and administrative settings
• Strong listening, presentation and decision-making skills.
• Strong HR and business acumen, including problem solving skills, critical thinking, and self-initiative.
• Energetic and eager to tackle new projects and ideas.
• Intermediate to advanced Google Workspace and Microsoft Office skills
• HR certification or coursework preferred but not required

Abilities
The individual must possess the following abilities to perform the essential functions of the job, with or without
reasonable accommodation, using some or a combination of the abilities.

• Ability to sit or stand for long periods of time.
• Ability to read, listen and communicate effectively in English, both verbally and in writing. Bilingual in Spanish preferred but not required.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Requires the ability to perform the physical, visual and hearing requirements in the working conditions
• Full-time, on-site role with flexible availability required, including weekends and holidays
• Must be able to stand or walk for extended periods and assist with physical setup needs
• Includes outdoor work (e.g. carousel, dragon boats) and support for special events
• Ability to lift up to 50 lbs and support safe operation of public equipment and attractions