Guest Services Representative

National Aquarium in Baltimore - Baltimore, MD (30+ days ago)4.2

The National Aquarium is looking for an engaging, service-oriented individual who will be responsible for anticipating guest needs, exceeding expectations and implementing creative solutions to provide exceptional service.

Essential Functions:
Provide exceptional guest service that transforms a day at the Aquarium from ordinary to extraordinary:
Support guest service needs by working posts in any / all of the following areas: General POS Cashier, Stroller Check, Exit Doors, Tickets, Amphitheater, Security Doors, Rain Forest, Hub, Pier 4 Lobby, Line 1, Pier 3 Lobby and A/B line as well as other stations as assigned.
Greet all guests in line of sight with a smile, a verbal greeting, and approachable friendliness
Act as a host to each guest by demonstrating behavior that supports a positive, cheerful and professional attitude
Provide first-level service recovery as needed through active listening and offering solutions that successfully balance guest & Aquarium needs. Understand when to solve the problem and when to engage a shift leader or department manager or director.
Assist guests in a friendly and positive manner regarding Aquarium offerings, prices, membership, directions, and general information
Ensure skills are kept fresh by attending all training classes and offerings as required
Project a professional image while in uniform and when using the phone or radio
Create opportunities to share marketing messages that support both the Aquarium’s mission – to inspire conservation of the world’s aquatic treasures – and its business goals
Become familiar with the Aquarium’s story – history, accomplishments and future goals
Go beyond what is expected – deliver Personal Facilitated Experiences (PFEs) that inspire, delight, and engage
Complete ADA training and utilize in day-to-day interactions with guests
Ensure the safety of all guests by following established and ad hoc safety policies and procedures.

High school diploma, plus six months of customer service experience; or equivalent combination of education and experience
Some cash handling experience
Must be enthusiastic, motivated and enjoy working with people
Strong communication skills and ability to engage Aquarium guests of all ages
Strong basic computer skills, to include using email, navigating the internet, and working in MS Office applications
Ability and willingness to work a flexible schedule including weekends, holidays and occasional evenings
Ability to work with a team and independently
Ability to follow written and verbal instructions
Commitment to the Aquarium’s mission

Recently named one of Baltimore’s Best Places to Work, the National Aquarium opened in 1981 as a nonprofit aquatic education and conservation organization, the jewel of the city’s Inner Harbor redevelopment. SmartCEO Magazine honored the National Aquarium with the Healthiest Workplace award and the Corporate Culture award in 2016. With a mission to inspire conservation of the world’s aquatic treasures, the Aquarium is consistently ranked one of the nation’s two top aquariums and has hosted over 51 million guests since opening.

Today, the National Aquarium builds on a 36-year history of local, regional and global conservation initiatives that provide real solutions for protecting marine life, ecosystems and aquatic communities. Its Animal Rescue team has rescued, rehabilitated and released hundreds of marine mammals and endangered sea turtles throughout the Mid-Atlantic region. Its Animal Welfare and Science teams participate in important research efforts to confront pressing ocean conservation issues and advocate for smarter policies at local, state and federal levels. Through education, research, conservation action and advocacy, the National Aquarium is pursuing a vision to change the way humanity cares for our ocean planet.

HOW TO APPLY Interested and engaged applicants should apply through our website Requests for reasonable accommodation can be made by e-mailing