Guest Services Shift Lead

Job Title: Guest Services Shift Lead

Posting Date: May 2026

Job Department: Operations

Schedule: Full Time

Job Type: On-site

Location: National Aquarium Pier 3 501 E Pratt St Baltimore MD 21202

JOB SUMMARY:

The National Aquarium (NA) is seeking a Guest Services Shift Lead responsible for leading by example in anticipating guest needs exceeding expectations and implementing creative solutions to provide exceptional position is expected tomaintain daily communication withtheteam of Guest Service Representatives/Specialists tocreate informed Aquarium representatives monitor service levels and coach them for a successful future at include taking the initiative to support the needs of guests from the moment of arrival through departure ensuring all requests are addressed with enthusiasm and always following Aquarium policies and procedures while keeping in mind the Aquarium values ofConnection Curiosity Optimism Service and Wellbeing.

KEY REQUIREMENTS:

Essential responsibilities include:

Leadership

• Lead by example through a servant leadership approach that prioritizes support collaboration accountability and the professional growth of Guest Services (GS) staff throughout each shift
• Maintain a visible and approachable presence through routine walkabouts of buildings and grounds to support guests assist team members and foster positive engagement
• Partner with fellow GS Leads to oversee daily department operations while ensuring a seamless world-class guest experience
• Recruit onboard train mentor and support GS staff to promote individual success and team excellence
• Participate in operational meetings to review department needs share insights and contribute to continuous improvement efforts
• Assist with scheduling GS teams and coordinating daily post assignments to ensure effective coverage and operational efficiency
• Conduct respectful and constructive coaching conversations with GS staff regarding performance attendance and professional expectations with a focus on development and accountability
• Maintain regular one-on-one check-ins with direct reports to encourage open communication continuous performance development and career growth opportunities

Management

• Support the daily management and coordination of Guest Services (GS) operations to ensure efficiency consistency and exceptional guest experiences
• Foster a positive inclusive and team-oriented work environment that encourages collaboration accountability and servant leadership principles
• Monitor operational needs and staffing levels making real-time adjustments to support coverage and guest satisfaction
• Assist in implementing departmental policies procedures and service standards while ensuring compliance with organizational expectations
• Partner with leadership and cross-functional teams to address operational challenges and identify opportunities for continuous improvement
• Provide guidance resources and hands-on support to GS staff to help remove obstacles and promote team success
• Maintain accurate documentation related to scheduling attendance coaching conversations and employee performance as needed
• Support employee engagement and retention efforts by recognizing achievements encouraging professional development and promoting a culture of respect and service
• Respond to guest concerns and operational issues with professionalism empathy and a solutions-focused mindset
• Contribute to the development of training initiatives and operational best practices that enhance team performance and the overall guest experience

Guest Service

• Provide exceptional guest service that transforms a day at the Aquarium from ordinary to extraordinary.
• Support guest service needs by working stations inany/all posts.
• Greet all guests in line of sight with a smile a verbal greeting and approachablefriendliness
• Act as host to each guest by demonstrating behavior that supports a positivecheerfuland professionalattitude
• Assist guests in a friendly and positive manner regarding Aquarium offerings prices membership directions and generalinformation
• Ensure knowledge is current by using resources available:SalesforceMorning Huddle Plan of the Day email announcements etc.
• Ensure skills are kept fresh by attending all training classes and offerings asrequired
• Project a professional image while in uniform and when using the phone orradio
• Create opportunities to share marketing messages that achieve both the Aquariums mission and its business goals
• Become familiar with the Aquariums story historyaccomplishmentsand futuregoals
• Go beyond what is expected deliver Personal Facilitated Experiences (PFEs) that inspire delight andengage

When representing the Aquarium in the Waterfront Park:

• Engage and persuade pedestrian traffic to visit the Aquarium through exceptional guest service and enthusiastic communication of the Aquariums features and amenities; and
• Ensure guests are informed regarding entrance times queues special events promotions etc. and help guests get excited about their visit by enthusiastically announcing all that theyhave tolook forward to inside.
• Ensure guest queuing areas are orderly instructions and guidance are clear and consistent and the areas are clean.

When representing the Aquarium in the Ticket Center:

• Operate the computerized admissions system correctly to properly process all guest needs including ticket purchasing add-ons memberships etc.
• Use suggestive selling and service techniques to capture sales opportunities for additional items such as Memberships 4D films and/ or Immersion Tours.
• Ensure proper money handling procedures are being followed including those for cashier drawer reconciliation ticket and coupon redemption change fund verification/exchange and large bill drops.
• Perform general maintenance of ticket equipment to include reloading power down and reset procedures.
• Use ticket system to generate necessary daily reports to include emailing daily pre-sale numbers toGuest Engagementfor use at the morning Huddle daily group list 4D capture rate Group finalization report and Code 100.
• Authorize and process refunds voids and reprints for guests.
• Help manage the flow of guests through theGeneral AdmissionandMembership/Will Call areas.
• Ensure the Ticket Center is clean organized and appropriately stocked by constantly monitoring the levels of ticket stock receipt paper and general office materials to support the needs of the staff.

When representing the Aquarium in the 4D Theatre and VR:

• Enthusiastically promote presentations to guests; manage last-minute sales asneeded
• Ensure safety and comfort of guests by managing queue for shows effectively moving guests in / out of theatre and VR Pods ensuring guests are properly ticketed and aiding as needed.
• Understand and use all equipment properly following all policies procedures and safety protocols. Conduct all required daily testing for equipment. Operate automated system to clean 3D glasses used for shows.
• Professionally present polished shows to visitors to include following scripted pre- and post-showmessaging

Shift Leader Duties

• Monitor guest traffic patterns and implement effective responses to challenges and problems; make recommendations for alternatives when/if standard responses are ineffective.
• Maintain good communications with staff and disseminate pertinent information in a timely manner.
• Provide first- and second-level service recovery as needed through active listening and offering solutions that successfully balance guest & Aquarium needs. Understand when to solve the problem and when to engage a department manager or leader.
• Support the guest experience by being a role model of an informed Aquarium representative committed to living the Aquariums values.
• Observe team performance and relay feedback and concerns to Guest Service Manager as needed including during the annual review process
• Participate in the recruitment process byhiring training coaching and evaluating Guest Services Staff
• Assist with managing payroll for assigned Guest Services Staff
• Direct motivate and lead team of Guest Services Representatives and Specialists in alignment with team and institutionalgoals
• Participate as needed or requested in regular Guest Service Lead and Operations meetings to present observations challenges and creative solutions.
• Ensure team members are updated and knowledgeable about Aquarium current events by helping lead the Daily Huddle and providing updates as needed.
• Ensure consistent messaging and communication of expectations to all Guest Services Employees. Assist with keeping printed training materials and operations guides up to date.

Safety

• Ensure the safety of staff & guests by following established and ad hoc safety policies and procedures including but not limited to:
  • Ensure guests are queued appropriately to maintain ticket timeschedule
  • Follow and enforce safety guidelines regarding escalatorsmovealators and elevators.
  • Ensure emergency and evacuation situations are successfully and smoothly executed including providing staff and guests with emergency exit information and assistance.
  • Use available resources to ensure service levels stay high when in situations / conditions beyond our control.
  • Ensure team complies with ADA regulations and related Aquariumpolicies
  • Monitor all areas to ensure a safe environment acting appropriately when needed to secure an area address a concern and/or report potential safety hazards.
  • Act appropriately to ensure spills and debris are cleaned up immediately; understand when to call Custodial and when to simply clean it up.

QUALIFICATIONS:

• High school diploma plus some college course work and 2-3 years of customer service experience; or equivalent combination of education and experience

• Must be able to demonstrate excellent cash handling skills to included counting money calculating change and accurately recording atransaction

• Outstanding customer service skills with demonstrable ability to act on a dime to address a serviceneed

• Previous experience with public speaking or performance isdesirable

• Must be enthusiastic motivated and enjoy working withpeople

• Strong communication skills and ability to engage Aquarium guests of allages

• Strong basic computer skills to include using email navigating the internet and working in MS Officeapplications

• Ability and willingness to work a flexible schedule including weekends holidays and occasionalevenings

• Ability and willingness to work outdoors in a variety of weatherconditions

• Ability to work with a team andindependently

• Ability to follow written and verbalinstructions

• Commitment to the Aquariums mission and conservation

TOTAL COMPENSATION INFORMATION

Hourly range ($18.27 to 24.87 Hourly) with hours worked over 40 in a week eligible for overtime premium pay for National Aquarium recognized holidays and shift differential for overnight shifts. National Aquarium provides an excellent benefits package including four weeks paid time off six paid floating holidays up to four weeks of paid family leave and conservation day leave. Employees are eligible for health care (single and family) after 30 days of full-time work and 401(k) plan participation with employer match available. Employees receive a family membership package and Aquarium tickets.

About the National Aquarium

Established in 1981 the National Aquarium in Baltimore Maryland is a nonprofit organization whose mission is to connect people with nature to inspire compassion and care for our ocean planet. The Aquariums award-winning habitats are home to thousands of animals representing hundreds of species of fish birds amphibians reptiles and mammals. We are proud to be accredited by the Association of Zoos and Aquariums (AZA) and exceed industry standards in all aspects of animal care and welfare.

More than 1.2 million people visit the Aquarium each year to experience our immersive exhibits and we reach far more through our science-based education programs and hands-on field conservation National Aquarium is one of the top three aquariums in the United States and the largest paid cultural attraction in Maryland.

Our Mission and Goals

The Aquariums missionto connect people with nature to inspire compassion and care for our ocean planetbegins within the walls of its buildings but it does not end there. The Aquarium protects enhances and restores natural resources through education and engagement habitat restoration animal rescue and sustainable business practices with its conservation work guided by three overarching goalsto combat climate change save wildlife and habitats and stop plastic pollution.

Our Values

At the National Aquarium our core values form the basis for our beliefs about our organization our colleagues and ourselves and serve as the framework to guide our behaviors and actions to achieve our mission.

Connection: We take the time to build lasting connections with each other our guests the animals in our care and the nature that surrounds us. We communicate clearly and collaborate readily within and across teams. We engage thoughtfully with our partners. We practice shared accountability.

Curiosity: We center learning and growth in all that we do. Our people are empowered to explore new approaches. We support taking risks. We value diverse perspectives and bold ideas. We embrace change.

Optimism: We celebrate the power of positive moments and shared experiences. We seek out opportunities to have fun. We reconnect with our purpose through sharing successes with our colleagues.

Service: We are in service to each other our guests and our communities. We make intentional decisions and actions for the benefit of the people and animals within our organization.

Wellbeing: We ensure our people and animals have what they need mentally and physically to thrive. We are committed to improving the wellbeing of communities and sharing the healing power of natural for all.

Our Commitment to Diversity Equity Inclusion and Justice

National Aquarium values an inclusive and diverse environment for all employees volunteers and interns. Our goal is to recruit develop and retain the most talented people from a candidate pool representative of the variety of communities we serve. With a commitment to diversity equity inclusion and justice the Aquarium is proud to be an Equal Opportunity Employer and promotes an environment free from all discrimination and harassment.

In the selection and retention of employees volunteers and interns we do not discriminate on the basis of race color religion or belief national social or ethnic origin ancestry citizenship status age physical mental or sensory disability sex (including pregnancy or childbirth) marital status veteran status sexual orientation gender identity and/or expression genetic information arrest record family or caregiver status HIV status socioeconomic status or any other characteristic protected by applicable federal state or local law.

Our organization is dedicated to this policy with respect to all terms and conditions of employment including but not limited to recruitment training promotions performance management and separation and general treatment during time of employment.