Guest Services and Membership Supervisor

BIRMINGHAM ZOO INC • Birmingham, AL

1d • Onsite

About The Position

Birmingham Zoo Inc. is a nonprofit, Association of Zoos and Aquariums-accredited Zoo and regional tourist attraction at the heart of the community, connecting people with wildlife while advancing conservation. We advance wildlife conservation through responsible animal care, education, and local and global conservation efforts in support of our mission, Inspiring Passion to Conserve the Natural World. As a key part of that mission, the Guest Services and Membership Supervisor serves as a hands-on leader who guides front-line teams, keeps daily operations running smoothly, and ensures every guest experiences a welcoming, well-organized environment from arrival to departure. The Guest Services & Membership Supervisor is responsible for supporting and leading daily front gate and membership operations, including coordinating membership sales, service processes, and guest communications to ensure a positive and efficient experience. This role serves as a working supervisor, providing guidance and support to staff while contributing to daily operations, communication channels, and coordination across guest services functions. All employees serve as ambassadors of the Zoo and are expected to act in a professional manner consistent with the Zoo’s mission and its core values of Passion, Excellence, Teamwork, Stewardship, and Inclusion. This expectation applies when interacting with the public or when reasonably perceived as representing the organization.

Requirements

• High school diploma or equivalent is required.
• Approximately two or more years of experience in customer service and cash handling is required.
• Demonstrates customer service skills and communicates clearly and respectfully with guests and team members to support a positive and inclusive experience.
• Demonstrates organization, flexibility, and time management skills, with the ability to manage multiple tasks, meet deadlines, and collaborate effectively across teams.
• Demonstrates basic math and cash handling knowledge.
• Maintains proficiency with point-of-sale systems and standard computer applications.
• Demonstrates an interest in supporting conservation-focused and mission-driven work.
• May be required to operate Zoo-owned vehicles (including golf carts), powered equipment, and/or ride or attraction systems.
• Must possess and maintain a valid driver’s license and an acceptable driving record in accordance with Zoo policy (if required to operate vehicles/equipment).
• A pre-employment Motor Vehicle Report (MVR) check will be conducted, and an annual MVR review is required (if required to operate vehicles/equipment).

Nice To Haves

• College coursework or a degree is preferred, or an equivalent combination of education and relevant experience.
• Experience in retail, cashiering, or similar environments is a plus.
• Approximately one or more years of supervisory or leadership experience is preferred, including demonstrated ability to organize and direct work.
• Experience in a zoological institution, tourism, attraction-based, or nonprofit environment is a plus.

Responsibilities

• Leads and participates in daily front gate and membership operations as a working supervisor, supporting admissions, membership sales, and guest interactions to ensure a positive and efficient experience.
• Supports and guides staff through training, scheduling, and task delegation, reinforcing customer service, operational, and safety standards.
• Oversees membership sales and service processes, including coordinating communications, renewals, promotions, and member programs to support engagement and retention.
• Supports cash handling and point-of-sale processes, including adherence to financial procedures, troubleshooting discrepancies, and maintaining operational accuracy.
• Serves as a primary resource for guest and internal inquiries, supporting communication channels (e.g., email, phone) and resolving issues to maintain consistent service and satisfaction.
• Adheres to all organizational policies and procedures as outlined in the Employee Handbook and applicable departmental guidelines.
• Provides functional leadership through training, guidance, and reinforcement of established protocols to support consistency in daily operations.
• Serves as a resource and point of contact for staff, supporting adherence to operational, safety, and Organizational standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees