Guest Services Coordinator en Seattle Aquarium

JOB POSTING

Guest Services Coordinator 

Posted: Open to internal and external applicants   

Reports to: Guest Services Manager

Status: Full-time, hourly, benefitted position

Hours of work: Variable working hours, including holidays and weekends. Schedule will consist of shifts mostly within the hours of 8am and 6:30pm. Regular weekend availability is required. Occasional need for after-hours work as related to events and other projects.

Date needed: November 2025

Posting expires: When position is filled 

Position description:   

The Seattle Aquarium, a leader in marine conservation, is seeking a Guest Services Coordinator to join our Guest Services team. In this role, you will help guide the guest services representatives in creating welcoming and memorable experiences for our diverse community of visitors from around the world, supporting the Aquarium’s mission of Inspiring Conservation of Our Marine Environment. 

You will set the tone by modeling hospitality, empathy, and effective communication in every interaction—with guests, staff, and volunteers alike. From greeting visitors with warmth to supporting smooth ticketing and sales, you will help ensure each guest feels valued and included. 

As part of our dynamic Floor Lead group, you will collaborate with teams across the Aquarium to create experiences that connect people to our mission and foster a sense of belonging. If you enjoy working with people from all backgrounds, thrive in a fast-paced setting, and approach challenges with creativity and care, this opportunity is for you. 

Key functions:  

Leadership 

• Provide clear communication, meaningful guidance, and focused direction to the Guest Services Representative (GSR) team, including setting and supporting performance and engagement goals.
• Supervise and regularly check in with assigned GSR team to ensure they feel supported and equipped to succeed.
• Lead by example each day, modeling high standards of service and inspiring the team to deliver exceptional guest experiences.
• Foster collaborative, proactive, and respectful relationships across diverse teams and individuals throughout the Aquarium.
• Champion and actively integrate Diversity, Equity, Inclusion, and Regenerative practices in alignment with our S.A.L.I.S.H. Values.
• Recognize and celebrate team members who demonstrate outstanding contributions and alignment with organizational values.
• Participate in equity-centered hiring practices that strengthen inclusivity across the Aquarium.

Sales: 

• Support the selling and renewal of Aquarium memberships by encouraging the GSR team to connect authentically with guests and highlight the value of membership. Ensure all member interactions follow established policies and procedures.
• Oversee the daily operation of the Virtual Reality experience, motivating the GSR team to create engaging guest interactions while maximizing participation. Provide guidance and assistance with troubleshooting hardware and software issues as needed.

Operations: 

• Serve as a regular Manager on Duty/Floor Lead for the Aquarium’s onsite team, which includes facilitating morning meetings with department leads, conducting regular rounds, and serving as the primary point of contact to support both staff and guests throughout the day.
• Oversee the daily onsite Guest Services team by creating post and break schedules, providing clear direction, and offering supportive feedback.
• Act as the main contact for escalated guest concerns, resolving issues promptly and respectfully, and making informed decisions when needed.
• Manage all aspects of sales and cash handling for admissions tickets, memberships, CityPASS, and partner ticketing programs, ensuring accuracy and alignment with policies and audit requirements established by Finance and Membership.
• Contribute to the development of policies, procedures, and training programs that strengthen sales practices and guest service delivery.
• Occasionally serve as a greeter for school and group visits, providing welcoming orientations, logistical guidance, and general support. Assist during select evening events by facilitating guest arrival, offering wayfinding for vendors, and addressing guest questions.
• Perform other duties and projects as assigned in support of the team and Aquarium operations.

Required skills and experience:  

We will consider various combinations of relevant experience and education to meet minimum requirements.   

• Experience in customer service roles or similar capacities, emphasizing the ability to effectively manage diverse tasks, interactions, and complex systems. 
• Minimum one year of experience in a lead or supervisory role, demonstrating proficiency in team management, scheduling, task delegation, and strong leadership skills. 
• English verbal and written proficiency is required for this role. Preference will be given to multilingual candidates (Spanish, Chinese, Korean, Tagalog, Lushootseed, or Japanese) and individuals with extensive personal or professional experience communicating across languages and differences. 
• Personal and professional experience in managing conflict, de-escalating diverse groups of people, and promoting the well-being of impacted individuals in a respectful manner. 
• Passionate about delivering exceptional hospitality and customer service, with a strong interest in conservation and education within an aquarium setting. 
• Ability to thrive in high-pressure environments, consistently meet deadlines, and collaborate effectively with other Aquarium staff while demonstrating grace, resilience, and empathy. 
• Committed to fostering a welcoming and enjoyable environment for guests and coworkers, and the ability to work well in a diverse team environment

Working conditions: 

• Move frequently throughout the Aquarium campus, including occasional work in outdoor weather conditions, with limited periods of stationary activity.
• Regularly use a computer and other office equipment such as calculators, telephones, and related tools.
• Occasionally lift or move items such as stanchions and small boxes, either independently or with team support.
• Engage in frequent in-person communication with coworkers, guests, and community members from diverse cultural and linguistic backgrounds.
• This is a full-time position with a variable schedule, including holidays and weekends. Most shifts fall between 8:00am and 6:30pm, with regular weekend availability expected. Evening shifts may occasionally be needed to support events.

Salary and benefits: $26.50 to $28 hourly Dependent on experience. Please include salary expectations in your materials. Full-time staff are eligible for the Seattle Aquarium’s comprehensive benefits package to include medical, vision, dental, an employer-funded health reimbursement account, medical and dependent care flexible spending accounts, life insurance, long-term disability, 403b retirement fund with employer match, access to a subsidized ORCA pass, a Seattle Aquarium Family Plus membership and generous paid time off.  

How to apply: The Seattle Aquarium is committed to expanding a diverse, equitable, and inclusive conservation movement. We are invested in building an Aquarium with a wide variety of backgrounds, identities, languages, cultural ways of knowing, and life experiences. We know research shows that society has conditioned communities of color, trans and gender non-conforming people, immigrants, people with disabilities, and other marginalized candidates to more frequently not apply to a job because they don’t feel that they meet all of the qualifications listed even if they are qualified. If you meet some of the requirements and you are passionate about our mission and our ocean, we encourage you to apply and look forward to learning more about you. 

Interested candidates should upload a résumé to our online application to be considered. Application review will begin immediately.   

SeattleAquarium.org/careers  

Please let us know if you require reasonable accommodation to apply for this job by emailing us at [email protected].   

Note: If offered the position, candidates must pass a background check. Conviction record is not an automatic disqualifier; we are a second chance employer.   

About the Seattle Aquarium:  

The Seattle Aquarium is a respected authority on Puget Sound, the Salish Sea and the world’s one ocean. Our passionate staff increases awareness and drives the change needed to preserve and protect our marine environment by providing an inspiring visitor experience, engaging daytime and evening events, conservation education programs for people of all ages and backgrounds, community outreach to marginalized populations, research that advances understanding of animals in our care and their counterparts in the wild, advocacy and policy work, an award-winning volunteer program, high-impact marketing and communications, and more.   

Our values, developed in conjunction with our staff, include commitments to adopting and promoting sustainable practices, creating awe-inspiring experiences, constantly learning and improving, fostering an inclusive community, maintaining scientific credibility through evidence-based practices and honoring our unique place by using our location and history as a lens for larger understanding.   

Proudly accredited by the Association of Zoos & Aquariums, we’re among the top 10 aquariums in the U.S. by attendance, and we welcome over 1 million people each year. Guided by our mission of Inspiring Conservation of Our Marine Environment, we’re working to substantially increase our conservation impact by expanding our campus with a new building, the Ocean Pavilion. Learn more at SeattleAquarium.org.  

Timeline: 

We anticipate the following recruiting schedule for those candidates who are selected for consideration. The following dates are preliminary and subject to change. We will work with candidates to set interview dates. If hired, relocation assistance is not available.  

• Priority given to applications received the first 2 weeks after posting 
• Interviews completed by October 2025
• Start date: October/November 2025