Job Title: Guest Services Lead
Reports To: Director of Operations
FLSA Status: Non-Exempt
Employment Status: Full-Time
Position Summary
The Guest Services Lead is responsible for supporting the daily operations of the admissions and retail departments while providing leadership, guidance, and support to Guest Services Associates. This position serves as a working lead, helping ensure exceptional guest experiences, efficient operations, accurate cash handling, and achievement of sales goals.
The Guest Services Lead acts as a role model for customer service excellence and assists management in maintaining a positive, productive, and guest-focused environment.
Essential Duties and Responsibilities
Leadership and Team Support
● Lead by example by delivering exceptional guest service and maintaining a positive attitude.
● Assist with the daily direction and support of Guest Services Associates.
● Provide training, coaching, and guidance to team members on guest service standards, sales techniques, operating procedures, and point-of-sale systems.
● Assist management in promoting a positive work environment and strong employee relations.
● Monitor daily operations and communicate operational concerns to management.
● Serve as the acting lead in the absence of a supervisor.
Guest Experience
● Demonstrate world-class customer service at all guest touchpoints, including admissions, retail, memberships, and special events.
● Greet guests in a friendly, professional, and timely manner.
● Assist guests with questions, concerns, ticket purchases, memberships, retail merchandise, and facility information.
● Resolve guest concerns and complaints professionally and efficiently.
● Create positive guest experiences that encourage repeat visitation and membership sales.
Admissions, Membership, and Retail Operations
● Process admission ticket sales, memberships, retail purchases, refunds, and special event transactions.
● Apply knowledge of company products, services, memberships, and promotions to maximize sales opportunities.
● Operate point-of-sale systems, credit card terminals, and related equipment accurately.
● Manage cash drawers and ensure proper cash handling procedures are followed.
● Reconcile cash drawers and assist with preparing daily deposits.
● Monitor sales performance and support revenue-generating initiatives.
Retail and Facility Operations
● Ensure merchandise displays are stocked, organized, accurately priced, and visually appealing.
● Monitor inventory levels and communicate restocking needs.
● Assist with receiving, organizing, and stocking merchandise; may assist with ordering.
● Maintain the cleanliness and organization of admissions, retail, and guest-facing areas.
● Perform opening and closing procedures for admissions and retail operations.
● Ensure facilities are maintained to provide a safe and welcoming environment.
Group Visits and Special Events
● Assist with on-site coordination of group visits, birthday parties, private events, and special programs.
● Support event operations and guest logistics during special events.
● Help ensure successful execution of guest experiences and event activities.
Safety and Compliance
● Adhere to and enforce all company policies, procedures, and safety standards.
● Ensure compliance with cash handling, admissions, and retail procedures.
● Participate in safety training and emergency response drills.
● Report operational, safety, or guest-related concerns promptly.
General Responsibilities
● Maintain a flexible schedule, including weekends, evenings, holidays, and special events.
● Attend all required meetings, trainings, and professional development opportunities.
● Maintain a professional appearance and positive attitude at all times.
● Demonstrate exceptional communication, leadership, and interpersonal skills.
● Perform other duties as assigned.
Qualifications
To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made
Pay: From $16.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Relocation assistance
- Retirement plan
- Vision insurance
Application Question(s):
- Tell us why you would be a great fit for this position!
Work Location: In person
