Guest Services Lead — Elevate Visitor Experience & Operations

Bloedel Reserve; Bainbridge Island (WA); On-site; USD 42,000 - 64,000; Full time

Job summary

Bloedel Reserve on Bainbridge Island invites a Guest Services Lead Associate to guide daily guest operations, coordinate staff, and ensure a welcoming visit. You will work with volunteers and associates, handle admissions, memberships, and store transactions using POS and CRM systems, and respond to guest needs with professionalism.

The role requires flexibility, weekend/evening availability, attention to detail, safety awareness, and excellent communications to uphold the Reserve's

Qualifications

• Prior experience in guest services, hospitality, visitor services, retail, museums, gardens, attractions, or a related public-facing environment.
• Experience providing day-to-day leadership, shift leadership, or operational oversight is strongly preferred.
• Excellent people skills and the ability to work and communicate effectively with a wide variety of people.
• Demonstrated ability to provide excellent customer service to a diverse population and to resolve difficult guest interactions professionally.
• Demonstrated skills in independent decision-making, problem-solving, prioritization, and maintaining a calm demeanor during stressful situations.
• Ability to provide clear direction to staff and volunteers while maintaining a collaborative, service-oriented environment.
• Strong service orientation, positive disposition, flexibility, sound judgment.
• Experience with POS systems and CRMs/databases; Blackbaud Altru and Lightspeed a plus.
• Experience handling cash transactions and completing opening/closing procedures in a fast-paced environment.
• Ability to work independently and collaboratively with staff, volunteers, managers.

Responsibilities

• Serve as on-duty Lead for Guest Services, directing staff during shifts.
• Oversee opening/closing procedures for guest operations and secure facilities.
• Provide a gracious, efficient guest experience and support admissions, memberships, and retail.
• Direct and support Guest Services Associates and volunteers during shifts.
• Respond to guest/member concerns and escalate when needed.
• Coordinate with emergency procedures and monitor incidents.
• Manage guest flow, parking, and arrival operations; adjust staffing as needed.
• Communicate updates to staff and other departments.
• Process admissions, memberships, and registrations in CRM and related systems.
• Assist with membership fulfillment, ticketing, reservations, and guest correspondence.

Skills

Guest services leadership

Customer service

POS systems

CRM/databases

Cash handling

Data entry

Communication

Team coordination

Staff scheduling

Event coordination

Tools

Blackbaud Altru

Lightspeed POS

Microsoft Outlook

Microsoft 365

BambooHR

Two-way radio

Job description

Bloedel Reserve on Bainbridge Island invites a Guest Services Lead Associate to guide daily guest operations, coordinate staff, and ensure a welcoming visit. You will work with volunteers and associates, handle admissions, memberships, and store transactions using POS and CRM systems, and respond to guest needs with professionalism.

The role requires flexibility, weekend/evening availability, attention to detail, safety awareness, and excellent communications to uphold the Reserve's