Guest Services Lead — Visitor Experience & Operations

bloedelreserve; Bainbridge Island (WA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Flexible schedule

Weekend/evening shifts

Job summary

Bloedel Reserve seeks a Guest Services Lead Associate to oversee daily guest operations, coordinate staff coverage, and respond to guest issues while ensuring a safe, welcoming visitor experience.

The GSLA works with staff and volunteers, handling admissions, memberships, and retail data entry, and using POS and CRM systems. A flexible schedule includes weekends and occasional evenings.

Qualifications

• Experience in guest services, hospitality, visitor services, or related public-facing environment.
• Experience providing day-to-day leadership or shift leadership is strongly preferred.
• Strong customer-service skills with diverse audiences.
• Ability to stay calm and solve problems in fast-paced situations.
• Ability to lead staff and volunteers and maintain a service-oriented environment.
• Experience with POS systems and CRMs/databases; Blackbaud Altru and Lightspeed are a plus.

Responsibilities

• Serve as on-duty Lead for Guest Services, directing daily operations.
• Oversee opening/closing procedures for guest-facing areas and ensure security.
• Provide welcoming guest experience and assist with admissions, memberships, and retail.
• Direct staff and volunteers to meet changing operational needs and guest volume.
• Resolve guest and member concerns and escalate issues when needed.
• Respond to incidents and emergencies following procedures and coordinate staff response.
• Monitor guest flow, parking, and arrival operations; adjust staffing as needed.
• Maintain communications and share updates with staff and other departments.
• Process admissions, memberships, program registrations, and transactions in Reserve systems.
• Assist with membership fulfillment, ticketing, reservations, and guest correspondence.
• Sell Shop merchandise using Lightspeed POS and support daily retail operations.
• Provide orientation and interpretive information to guests.
• Support evening, weekend, seasonal, and special events; complete documentation.

Skills

Leadership

Customer service

Staff coordination

Communication

Cash handling

Tools

Blackbaud Altru

Lightspeed POS

Microsoft Outlook

Microsoft 365

CRM data entry

Two-way radio

Job description

Bloedel Reserve seeks a Guest Services Lead Associate to oversee daily guest operations, coordinate staff coverage, and respond to guest issues while ensuring a safe, welcoming visitor experience.

The GSLA works with staff and volunteers, handling admissions, memberships, and retail data entry, and using POS and CRM systems. A flexible schedule includes weekends and occasional evenings.