Guest Service Lead

Nashville Zoo•Nashville, TN

About The Position

Guest Services Leads assist the Guest Services Director with the daily operation of guest services, including supervision, training, financial management, and coordination of staff who sell admissions, recruit Zoo members, assist guests, and welcome visitors. Leads oversee ticketing, membership, and guest services stations, maintain service and employee protocols, manage cash-handling procedures and daily settlements, and support the use of the Gateway Ticketing System. They may staff a ticket booth or guest services hut when needed. Work hours must meet visitor and peak-season needs, with regular weekends and occasional evenings required.

Requirements

High school diploma or GED equivalent.
Guest or customer service experience in a related field.
Ability to work with and supervise others in a positive, encouraging manner.
Effective communication skills and the ability to foster employees’ respect and trust.
Well-organized, with the ability to think clearly and respond effectively in the moment.
Ability to work regular weekends and occasional evenings, with schedules that meet visitor and peak-season needs.
Ability to frequently stand and walk for extended periods and interact with guests throughout a shift.
Ability to occasionally lift, carry, or move items weighing up to 25–30 pounds.
Ability to work indoors and outdoors in varying weather and navigate public areas, stairs, and uneven surfaces.
Ability to safely use basic equipment such as radios, tablets, microphones, and point-of-sale systems.
Successful completion of a criminal background check and drug screening before hire; pre-employment and annual TB screenings are also required.

Nice To Haves

Knowledge of cash registers or computer sales programs.
General accounting knowledge.

Responsibilities

Oversee daily operations of ticketing, membership, and guest services stations at the Zoo Entrance, in the Guest Services Director’s absence or to assist the director.
Manage the daily activities of permanent and seasonal guest services staff during assigned shifts.
Reinforce employee protocols, procedures, and guidelines.
Set a positive example in serving visitors, support staff in improving guest relations, and address individual guest issues.
Maintain proper cash-handling procedures at ticket booths, the guest services hut, and the membership sales and service building.
Prepare cash-outs and settlements daily, in cooperation with or in the absence of the Guest Services Director.
Coordinate change, deposits, and supplies with the Finance Department and Guest Services Director.
Help evaluate cash overages and shortages and guide staff in resolving procedural issues.
Coordinate change and safe drops for all point-of-sale stations.
Supervise staff use of the Gateway Ticketing System for admissions, memberships, and other sales, including approvals for controlled functions such as voids, refunds, and cash-outs.
Train new employees on the ticketing system and regularly refresh existing employees’ skills.
Keep staff informed about ticketing software changes and reinforce new features.
Recommend ticketing-system updates and improvements based on employee and guest feedback.
Ensure Guest Services staff know about upcoming events, new developments, and other Zoo activities affecting guest relations.
Staff a ticket booth or guest services hut as appropriate to provide the best possible customer service.