Guest Services Manager - Zoo Experience & Leadership

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

Benefits offered by this job

Health insurance

Dental & Vision coverage

Transit/Commuter benefits

Annual & Sick Leave

Employee discounts

Job summary

Smithsonian Institution is seeking a Guest Services Assistant Manager to lead the National Zoological Park's Guest Services team and deliver outstanding guest experiences. You will mentor staff, coordinate daily operations, and maintain service excellence in a fast-paced museum environment.

The role requires a Bachelor's degree and 3–5 years of management experience in guest‑service settings, with strong communication and conflict-resolution skills.

Qualifications

• Bachelor’s degree and/or 3–5 years of management experience in guest‑service environments; retail, hospitality, or attractions operations required.
• Proven ability to motivate, lead, coach, and develop a high performing workforce.
• Knowledge of management principles, resource allocation, leadership techniques, and workforce coordination.

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, direction, and feedback to staff.
• Assist with recruiting, interviewing, and onboarding of employees.
• Prepare personnel documentation and staff scheduling to meet business needs.
• Ensure cleaning, safety, and operational standards across guest service areas.

Skills

People leadership

Customer service

Communication

Problem solving

Cash handling

POS systems

Education

Bachelor’s degree

Tools

POS systems

Ticketing systems

ADP eTime

Job description

Smithsonian Institution is seeking a Guest Services Assistant Manager to lead the National Zoological Park's Guest Services team and deliver outstanding guest experiences. You will mentor staff, coordinate daily operations, and maintain service excellence in a fast-paced museum environment.

The role requires a Bachelor's degree and 3–5 years of management experience in guest‑service settings, with strong communication and conflict-resolution skills.