Guest Services Manager — 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

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.