Guest Services Lead Manager

Smithsonian; Washington; On-site; USD 48,000 - 50,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Transit benefits

Job summary

Smithsonian National Zoo in Washington, DC seeks an Assistant Manager for Guest Services to lead the front-line team, coach staff, and ensure the delivery of outstanding customer service to every guest.

As an ambassador for the Zoo, you will promote welcoming, engaging, and inclusive experiences, respond to inquiries, supervise scheduling, and partner with leadership to drive memberships and special events.

Qualifications

• Bachelor’s degree and 3–5 years of management experience in guest-service environments; retail, hospitality, or attractions operations required.
• Demonstrated passion for delivering exceptional guest experiences and ability to motivate staff.

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, 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.
• Prepare and submit personnel-related documentation including staffing and onboarding paperwork.
• Develop daily staffing schedules to maximize productivity and ensure adequate coverage.

Skills

Leadership

Guest services

Customer service

Communication

Cash handling

Crowd control

Team management

Education

Bachelor’s degree

Tools

POS Systems

Ticketing Systems

ADP eTime

Job description

Smithsonian National Zoo in Washington, DC seeks an Assistant Manager for Guest Services to lead the front-line team, coach staff, and ensure the delivery of outstanding customer service to every guest.

As an ambassador for the Zoo, you will promote welcoming, engaging, and inclusive experiences, respond to inquiries, supervise scheduling, and partner with leadership to drive memberships and special events.