Assistant Manager, Guest Services NZCBI (National Zoo)

Smithsonian; Washington (District of Columbia); On-site; USD 48,000 - 50,000; Full time

Job summary

Smithsonian National Zoo is seeking an Assistant Manager, Guest Services NZCBI to lead the Guest Services team and ensure exceptional visitor experiences. You will coach staff, manage daily operations, and serve as a welcoming ambassador for guests.

This role requires a Bachelor’s degree or 3–5 years of management experience in guest-service environments, with strong customer service and leadership abilities. Flexible scheduling including evenings and weekends is expected.

Qualifications

• Bachelor’s degree and/or 3–5 years of management experience in guest-service environments.
• Proven ability to lead, coach, and develop a high performing workforce.
• Strong customer service, conflict resolution, and decision-making skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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 as required.
• Support Visitor Services management with administrative and operational functions.
• Recommend process improvements that enhance efficiency, safety, appearance, and guest satisfaction.
• Provide operational coverage and frontline support, as needed.
• Develop and maintain productive working relationships with Smithsonian stakeholders and partners.
• Collaborate with Zoo Leadership, Security, Advancement, Curatorial, Facilities, Project Management, Special Events, and other departments to support operational goals.
• Serve as a liaison between Guest Services staff and leadership to ensure effective communication and coordination.

Skills

Guest service leadership

Customer service

Communication skills

Conflict resolution

Team leadership

Cash handling

POS systems

Crowd management

Organizational skills

Problem-solving

Education

Bachelor’s degree and/or 3–5 years of management experience in guest-service environments

Tools

POS systems

Ticketing systems

Job description

Assistant Manager, Guest Services NZCBI (National Zoo)

Application Deadline: 6 November 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: October 26, 2026

CLOSING DATE: November 06, 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

Applications will be accepted until the posting closes, or a maximum of 50 applications have been received, whichever occurs first. Accordingly, the position may close before the stated closing date.

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.

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 as required.
• Support Visitor Services management with administrative and operational functions.
• Recommend process improvements that enhance efficiency, safety, appearance, and guest satisfaction.
• Provide operational coverage and frontline support, as needed.

Collaboration

• Develop and maintain productive working relationships with Smithsonian stakeholders and partners.
• Collaborate with Zoo Leadership, Security, Advancement, Curatorial, Facilities, Project Management, Special Events, and other departments to support operational goals.
• Serve as a liaison between Guest Services staff and leadership to ensure effective communication and coordination.

QUALIFICATION REQUIREMENTS

Education and Experience

Bachelor’s degree and/or 3-5 years of management experience in guest‑service environments; retail, hospitality, or attractions operations required.

Experience required for this position is as follows:

• Demonstrated passion for delivering exceptional guest experiences.
• Proven ability to motivate, lead, coach, and develop a high performing workforce.
• Knowledge of management principles, resource allocation, leadership techniques, and workforce coordination.
• Strong customer service, conflict resolution, and decision-making skills.
• Ability to foster a culture of teamwork, accountability, and integrity.
• Experience working with varied employee populations and guest groups.
• Ability to assist with implementing and managing crowd-control procedures in a high-volume visitor environment.
• Ability to perform and oversee cash handling, cash management, auditing, and loss prevention activities.
• Ability to read, interpret, and apply Smithsonian Institution policies and procedures.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities simultaneously.
• Ability to accept and implement written and verbal instructions.
• Ability to operate point-of-sale (POS) systems, computerized ticketing systems, and related technology.
• Excellent verbal and written communication skills.
• Ability to communicate professionally and effectively with guests, employees, volunteers, partners, and leadership.
• Demonstrated ability to build collaborative relationships across departments and organizational levels.
• Ability to remain calm, professional, and solution-oriented when addressing guest or employee concerns.
• Demonstrated ability to work effectively in a fast-paced environment.
• Ability to adjust priorities, staffing assignments, and operational plans in response to changing business needs.
• Strong critical-thinking and problem-solving skills with the ability to make sound decisions under pressure.
• Ability to sit, stand, and walk for extended periods of time.
• Ability to work outdoors in a variety of weather conditions, including extreme heat, cold, rain, and snow.
• Ability to work in confined or limited spaces when required.
• Must be willing and able to work a flexible schedule, including evenings, weekends, holidays, and special events.
• Possess and maintain a valid United States driver's license and satisfactory driving record.
• Ability to safely operate Smithsonian Institution vehicles in accordance with organizational policies.

Education completed outside the United States must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and should be included as part of your application package.

Any false statement in your application may result in rejection of your application and may also result in termination after employment begins.

Join us in "Inspiring Generations through Knowledge and Discovery."

Relocation expenses are not paid.

The Smithsonian Institution provides reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation should contact [e-mail]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis. To learn more, please review the Smithsonian’s Accommodation Procedures.

The Smithsonian Institution is an Equal Opportunity Employer.