Assistant Manager, Guest Services NZCBI (National Zoo)

Smithsonian Institution•Washington, DC

7d•$48,000 - $50,000•Onsite

About The Position

The Guest Services Assistant Manager plays a key role in creating exceptional experiences for visitors to the Smithsonian National Zoological Park. This position supports the daily operation of the Guest Services team by providing frontline leadership, coaching staff, and ensuring the delivery of outstanding customer service. As an ambassador for the Zoo, the Assistant Manager promotes a welcoming, engaging, and inclusive environment for guests of all ages while fostering meaningful connections that create lasting memories.

Requirements

Bachelor’s degree and/or 3-5 years of management experience in guest‑service environments; retail, hospitality, or attractions operations required.
Demonstrated passion for delivering exceptional guest experiences.
Proven ability to motivate, lead, coach, and develop a high performing workforce.
Knowledge of management principles, resource allocation, leadership techniques, and workforce coordination.
Strong customer service, conflict resolution, and decision-making skills.
Ability to foster a culture of teamwork, accountability, and integrity.
Experience working with varied employee populations and guest groups.
Ability to assist with implementing and managing crowd-control procedures in a high-volume visitor environment.
Ability to perform and oversee cash handling, cash management, auditing, and loss prevention activities.
Ability to read, interpret, and apply Smithsonian Institution policies and procedures.
Strong organizational skills, attention to detail, and ability to manage multiple priorities simultaneously.
Ability to accept and implement written and verbal instructions.
Ability to operate point-of-sale (POS) systems, computerized ticketing systems, and related technology.
Excellent verbal and written communication skills.
Ability to communicate professionally and effectively with guests, employees, volunteers, partners, and leadership.
Demonstrated ability to build collaborative relationships across departments and organizational levels.
Ability to remain calm, professional, and solution-oriented when addressing guest or employee concerns.
Demonstrated ability to work effectively in a fast-paced environment.
Ability to adjust priorities, staffing assignments, and operational plans in response to changing business needs.
Strong critical-thinking and problem-solving skills with the ability to make sound decisions under pressure.
Ability to sit, stand, and walk for extended periods of time.
Ability to work outdoors in a variety of weather conditions, including extreme heat, cold, rain, and snow.
Ability to work in confined or limited spaces when required.
Must be willing and able to work a flexible schedule, including evenings, weekends, holidays, and special events.
Possess and maintain a valid United States driver's license and satisfactory driving record.
Ability to safely operate Smithsonian Institution vehicles in accordance with organizational policies.
Education completed outside the United States must be deemed equivalent to higher education programs of U.S. Institutions by an organization that specializes in the interpretation of foreign educational credentials. This documentation is the responsibility of the applicant and should be included as part of your application package.
Any false statement in your application may result in rejection of your application and may also result in termination after employment begins.

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.