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 service. This position is expected to maintain daily communication with the team of Guest Service Representatives/Specialists to create informed Aquarium representatives, monitor service levels and coach them for a successful future at NA. Responsibilities 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 of Connection, 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 in any/all posts.
• Greet all guests in line of sight with a smile, a verbal greeting, and approachable friendliness
• Act as host to each guest by demonstrating behavior that supports a positive, cheerful, and professional attitude
• Assist guests in a friendly and positive manner regarding Aquarium offerings, prices, membership, directions, and general information
• Ensure knowledge is current by using resources available: Salesforce, Morning Huddle, Plan of the Day, email announcements, etc.
• Ensure skills are kept fresh by attending all training classes and offerings as required
• Project a professional image while in uniform and when using the phone or radio
• Create opportunities to share marketing messages that achieve both the Aquarium’s mission and its business goals
• Become familiar with the Aquarium’s story – history, accomplishments, and future goals
• Go beyond what is expected – deliver Personal Facilitated Experiences (PFEs) that inspire, delight, and engage

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 Aquarium’s 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 they have to look 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 to Guest Engagement for 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 the General Admission and Membership/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 as needed
• 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-show messaging

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 Aquarium’s 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 by hiring, 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 institutional goals
• 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 time schedule
  • Follow and enforce safety guidelines regarding escalators, movealators, 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 Aquarium policies
  • 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 a transaction

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

• Previous experience with public speaking or performance is desirable

• Must be enthusiastic, motivated and enjoy working with people

• Strong communication skills and ability to engage Aquarium guests of all ages

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

• Ability and willingness to work a flexible schedule including weekends, holidays and occasional evenings

• Ability and willingness to work outdoors in a variety of weather conditions

• Ability to work with a team and independently

• Ability to follow written and verbal instructions
• Commitment to the Aquarium’s 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 Aquarium’s 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 work. The 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 Aquarium’s mission—to connect people with nature to inspire compassion and care for our ocean planet—begins 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 goals—to 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.

Equal Opportunity Employer


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