Assistant Manager, Guest Services NZCBI (National Zoo)

Smithsonian; Northern (KY); Hybrid; USD 48,000 - 50,000; Full time

Job summary

Smithsonian Enterprises in Washington, DC seeks an Assistant Manager, Guest Services to lead the Guest Services team at the National Zoo. You will coach frontline staff, ensure top-notch guest service, and act as an ambassador for the Zoo, promoting a welcoming, engaging environment for visitors of all ages.

The role emphasizes frontline leadership, coaching, and delivery of outstanding customer service while supporting events and memberships.

Qualifications

• Open to all qualified applicants.

Responsibilities

• Lead, motivate, coach, and support a team of Guest Services Associates.
• Conduct daily staff meetings to communicate priorities and service expectations.
• Provide ongoing coaching, training, direction, and real-time feedback.
• Recruiting, interviewing, hiring, onboarding, and training employees with Visitor Services leadership.
• Foster a teamwork-driven culture with accountability and service excellence.
• Prepare personnel documentation including staffing requisitions and onboarding paperwork.
• Develop staffing schedules to maximize productivity and ensure coverage.
• Monitor attendance, schedule adherence, and adjust assignments as needed.
• Ensure compliance with Smithsonian policies and operational guidelines.
• Maintain high standards of cleanliness, appearance, and safety in guest service areas.

Job description

Assistant Manager, Guest Services NZCBI (National Zoo)

Application Deadline: 2 October 2026

Department: Smithsonian Enterprises

Employment Type: Full Time

Location: Washington, DC

Reporting To: Visitor Services Manager

Compensation: $48,000 - $50,000 / year

Description

OPEN DATE: September 24, 2026

CLOSING DATE: October 02, 2026

POSITION TYPE: Trust Fund

APPOINTMENT TYPE: Indefinite

SCHEDULE: Full Time

DUTY LOCATION: Washington, DC

Position sensitivity and risk: LOW

Open to all qualified applicants

What are Trust Fund Positions?

Trust Fund positions are unique to the Smithsonian. They are paid for from a variety of sources, including the Smithsonian endowment, revenue from our business activities, donations, grants and contracts. Trust employees are not part of the civil service, nor does trust fund employment lead to Federal status. The salary ranges for trust positions are generally the same as for federal positions and in many cases trust and federal employees work side by side.

Trust employees have their own benefit program, which may include

• Health, Dental & Vision Insurance


• Life Insurance


• Transit/Commuter Benefits


• Accidental Death and Dismemberment Insurance


• Annual and Sick Leave


• Family Friendly Leave


• 403b Retirement Plan


• Discounts for Smithsonian Memberships


• Museum Stores and Restaurants


• Credit Union


• Smithsonian Early Enrichment Center (Child Care)


• Flexible Spending Account (Health & Dependent Care)

Conditions of Employment

• Pass Pre-employment Background Check and Subsequent Background Investigation for position designated.


• Complete a Probationary Period.


• Maintain a Bank Account for Direct Deposit/Electronic Transfer.


• The position is open to all candidates eligible to work in the United States. Proof of eligibility to work in U.S. is not required to apply.


• Applicants must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement.

OVERVIEW

The Guest Services Assistant Manager plays a key role in creating exceptional experiences for visitors to the Smithsonian National Zoological Park. This position supports the daily operation of the Guest Services team by providing frontline leadership, coaching staff, and ensuring the delivery of outstanding customer service. As an ambassador for the Zoo, the Assistant Manager promotes a welcoming, engaging, and inclusive environment for guests of all ages while fostering meaningful connections that create lasting memories.

DUTIES AND RESPONSIBILITIES

Guest Experience & Customer Service:

• Serve as a visible leader and ambassador for the Smithsonian National Zoological Park, promoting a welcoming and engaging visitor experience.


• Provide courteous, professional, and knowledgeable service to both internal and external customers.


• Respond promptly and effectively to guest inquiries regarding Zoo exhibits, programs, amenities, memberships, rentals, and visitor services.


• Maintain operational visibility to ensure exceptional customer service standards are consistently delivered.


• Resolve guest concerns, complaints, and special-needs situations, escalating complex issues when appropriate.


• Consistently encourage and support guest participation in memberships and other initiatives that advance the Zoo's mission.


• Support National Zoo special events and other visitor engagement activities.

Supervision & Staff Development

• Lead, motivate, coach, and support a team of Guest Services Associates.


• Conduct daily staff meetings to communicate priorities, operational updates, guest service expectations, and organizational information.


• Provide ongoing coaching, training, direction, and real-time performance feedback.


• Partner with Visitor Services leadership in recruiting, interviewing, hiring, onboarding, and training employees.


• Foster a workplace culture rooted in teamwork, accountability, integrity, and service excellence.


• Hold staff accountable for operational procedures, customer service expectations, and assigned responsibilities.


• Participate in the development and continuous training of frontline employees.


• Prepare and submit personnel-related documentation, including personnel actions, staffing requisitions, onboarding paperwork, and disciplinary documentation.

Staff Scheduling

• Assist with staffing and scheduling to meet business demands, seasonal fluctuations, and special event requirements.


• Develop daily staffing schedules to maximize productivity and ensure appropriate operational coverage.


• Monitor attendance, schedule adherence, and break coverage throughout the day.


• Adjust staffing assignments and employee duties in response to changing guest volumes and operational needs.


• Maintain employee timekeeping records and process schedule adjustments through ADP eTime and other workforce systems.


• Assist with planning and prioritizing daily work activities for Guest Services staff.

Accountability & Compliance

• Adhere to and monitor established procedures for sales reporting, and operational controls.


• Ensure compliance with audit requirements and operational performance standards.


• Complete and review required opening and closing procedures.


• Submit daily sales and operational audit information accurately and timely.


• Support loss prevention initiatives and safeguard organizational assets.


• Ensure compliance with Smithsonian Institution policies, procedures, and operational guidelines.

Operations Management:

• Ensure guest service areas maintain high standards of cleanliness, appearance, and safety.


• Monitor daily, weekly, and monthly cleaning and maintenance standards.


• Support crowd management and guest-flow procedures during peak visitation periods and special events.


• Safely operate Smithsonian Institution vehicles in accordance with established policies and procedures.


• Conduct vehicle inspections, maintain vehicle cleanliness, report accidents or mechanical issues, and submit fuel and service records