Guest Service Lead

The role

Guest Services Leads assist the Guest Services Director with supervision, training, financial management, and coordination of staff. They oversee ticketing, membership, and guest services stations to ensure quality visitor experiences.

What you will do

• Oversee daily operations of ticketing, membership and guest services stations
• Manage daily activities of permanent and seasonal guest services staff
• Reinforce and maintain employee protocols, procedures and guidelines
• Maintain a positive example in meeting the needs of visitors and handle guest issues
• Maintain and oversee proper cash handling protocols
• Manage preparation of cash outs and settlements daily
• Coordinate needs for change, deposits and supplies with Finance Department
• Supervise daily use of the Gateway Ticketing System
• Train new employees on use of the ticketing system
• Staff a ticket booth or guest services hut as appropriate

Required qualifications

• High school diploma or GED equivalent
• Experience in hospitality, customer services and/or retail customer contact
• Ability to work with and to supervise others in a positive, encouraging manner
• Ability to communicate effectively and to encourage respect and trust of employees
• Well-organized and able to think well on his/her feet
• Basic knowledge of accounting principles and protocols
• Frequently stand and walk for extended periods
• Occasionally lift, carry, or move items up to 25–30 lbs
• Ability to project one's voice during programs, tours, and presentations
• Ability to work indoors and outdoors in varying weather conditions
• Ability to safely navigate public areas, stairs, and uneven surfaces

Nice to have

• Knowledge of cash register or computer sales programs

Benefits

• Comprehensive healthcare coverage including medical, dental, and vision plans
• Employee Assistance Program (EAP)
• 401(k) retirement plan with company matching
• Generous paid time off and sick leave
• Discounts on park experiences, retail, and food services
• Complimentary membership benefits

Before you apply

• Successful completion of a criminal background check and drug screening prior to hire
• Pre-employment and annual tuberculosis (TB) screenings are a condition of continued employment

About the company

Nashville Zoo is dedicated to inspiring a culture of understanding and discovery of our natural world through conservation, innovation, and leadership. It is an AZA-accredited facility.