Guest Service Lead

Nashville Zoo • Nashville, TN

7d • Onsite

About The Position

Guest Service Leads assist the Guest Services Director with daily operations, including supervising and training guest services staff, financial management, and coordinating staff duties related to admissions, membership sales, guest assistance, and visitor greeting. Leads oversee ticketing, membership, and guest services stations at the Zoo Entrance, and may staff a ticket booth or guest services hut as needed to provide strong customer service. The role requires working hours that meet visitor needs and align with peak-season days and hours, including regular weekends and occasional evenings.

The position involves overseeing cash-handling practices and daily cash outs and settlements, coordinating change, deposits, and supplies with the Finance Department and Guest Services Director, and supporting staff in addressing cash overages, shortages, and procedural issues. Leads also supervise and train staff in the Gateway Ticketing System, reinforce software changes and procedures, and recommend improvements based on employee and guest feedback.

The role requires frequent standing and walking, regular interaction with guests, and occasional lifting, carrying, or moving of items weighing up to 25–30 pounds. Employees work indoors and outdoors in varying weather and may encounter noise, crowds, dust, and routine cleaning agents. They must safely navigate public areas, stairs, and uneven surfaces and use basic equipment including radios, tablets, microphones, and point-of-sale systems. Schedules may also include holidays, early mornings, and occasional overtime. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

A high school diploma or GED is required, along with guest or customer service experience in a related field. Knowledge of cash register or computer sales programs and general accounting is helpful. Candidates must complete a criminal background check and drug screening before hire, and pre-employment and annual tuberculosis screenings are conditions of continued employment. Employment is at-will. The listed pay range is $16.10–$16.10 USD per hour.

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.
• Ability to communicate effectively and encourage employee respect and trust.
• Strong organization and ability to think effectively on one’s feet.
• Basic knowledge of accounting principles and protocols.
• Ability to work regular weekends and occasional evenings; schedules may also include holidays, early mornings, and occasional overtime.
• 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 conditions and potentially encounter noise, crowds, dust, and routine cleaning agents.
• Ability to safely navigate public areas, stairs, and uneven surfaces.
• Ability to 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.
• Completion of pre-employment and annual tuberculosis screenings as a condition of continued employment.

Nice To Haves

• Knowledge of cash register or computer sales programs.
• General accounting knowledge.
• Experience in hospitality, customer service, and/or retail customer contact.

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 meeting visitor needs, improve guest relations with staff, and handle individual guest issues as needed.
• Maintain and oversee proper cash-handling protocols at ticket booths, the guest services hut, and the membership sales and service building.
• Manage daily cash outs and settlements in cooperation with or in the absence of the Guest Services Director.
• Coordinate change, deposits, and related supplies with the Finance Department and Guest Services Director.
• Help staff evaluate cash overages and shortages and address procedural issues.
• Coordinate change and safe drops for point-of-sale stations.
• Supervise employees’ daily use of the Gateway Ticketing System for admissions, memberships, and other sales, including supervisor 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 components and changes, and reinforce their use.
• Recommend ticketing system updates and improvements based on staff and guest feedback.
• Ensure Guest Services staff are aware of upcoming events, new developments, and other Zoo activities affecting guest relations.
• Staff a ticket booth or guest services hut when appropriate to meet shift needs and provide customer service.

Benefits

• Medical, dental, and vision coverage.
• Employee Assistance Program providing confidential mental, emotional, and financial support.
• 401(k) retirement plan with company matching.
• Paid time off and sick leave.
• Discounts on park experiences, retail, and food services.
• Complimentary membership benefits.
• Collaborative and inclusive workplace culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED