Guest Services Manager presso National Aquarium

Job Title: Guest Service Manager

Posting Date: September 5, 2025

Job Department: Operations

Schedule: Full Time

Job Type: On-site

Location: National Aquarium Pier 3 501 E Pratt St Baltimore, MD 21202

Description

JOB SUMMARY:

The National Aquarium is seeking a Guest Service (GS) Manager to oversee all aspects of the National Aquarium’s Guest Service Staff, Ticketing, Information Desk, VR Attraction, 4-D Theater, and all other guest service locations and interactions throughout the facility (front-line). The GS Manager will perform multiple customer/guest service and administrative functions for a variety of internal departments and external customers. The Guest Service Manager will look for upsell opportunities to increase revenue and ensure the highest guest service standards are maintained.  

KEY REQUIREMENTS:

• Manages the Guest Services Front Line Staff and Guest Service Leads to ensure the smooth flow of visitors through the facility while maintaining high levels of engagement and delivering the highest level of service expected from our guests.
  • Ensures Guest and Staff safety during all operating hours.
  • Monitors Aquarium traffic patterns and guest attendance in all operational areas and develops effective and innovative responses.
• Responds to Guest concerns and problems with empathy and professionalism, delivering first-time resolution for Guest issues.
• Works directly with Guest Service Leads to build bench strength in leadership, setting the example, and growth of existing Guest Service Leadership, by building training and development plans and providing mentorship for Leads.
• Compliance, certifications and support roles: Participates in coordination of National Aquarium and department goals in the areas of visitor/staff safety.
• Maintains all accessibility accommodations, equipment and services.
• As needed, serves as Manager on Duty (MOD), maintaining building presentation standards, safe egress, and supporting the Visitor / Guest Experience.
• Supports the overall Guest Experience by being a role model of an informed Aquarium representative.
• Complies with ADA regulations and stays active on trends and regulations.
• Assists with emergency and evacuation situations.
• Interviews, hires, trains, and evaluates the Guest Service employees. Completes performance assessments / reviews for employees as outlined by company policy. Promotes the development of the team and improvement plans when needed.
• Schedules the employees to meet business demands. Manages processes for employees’ paperwork including HR documents, time sheets, etc.
• Proficient technical skills to manage and support existing software for our ticketing system to assist with troubleshooting and resolution for system issues.
• Assists the Guest Service staff in handling all operational locations (ticketing, 4-D Theater, VR Experience, Information Desk, and Wayfinding when needed, delivering high levels of guest engagement and interaction.
• Produces regular and special reports necessary to meet the needs of internal shareholders. Develops and maintains guest service metrics and performance, identifying opportunities to increase effectiveness and efficiency. Creates forms, standard letters, and training manuals as required. Ensures brand standards are updated on all communications.
• Assists with cash handling, auditing, and reconciliation in various operating locations with cash; ticket center, lockers, and individual revenue generating items.
• Works collaboratively with Marketing, Communications, Guest Engagement and Operations teams to create consistent messaging.
• Works in concert with the onsite support teams, including facilities, AV, custodial, security, strategic operations, and guest engagement / education to ensure overall delivery of product is consistent, clean, and impactful to the guests.
• Communicates with all cross-departmental stakeholders to create a guest experience that is best in class, coordinated, and memorable. Stays informed of all events and daily activities by attending cross-departmental meetings and disseminating information to the team.
• Manages operational aspects of 4-D immersive theater and VR Experiences including staffing, maintenance, and escalation for issues.
• Assist the Director of Guest Services with quarterly and annual budget forecasting.

Additional Functions:

• Recommend priorities for improvements to increase efficiency and effectiveness of the Guest Services processes and systems. Encourages innovation in researching, developing, and testing new products and services. Remain proactive and involved with industry trends and advancements with the ability to adopt and implement technology and processes.
• Oversee the vendor management of custodial (external) and security (internal).
• Conservation efforts: Complies with National Aquarium’s environmental objectives and goals by contributing to internal conservation initiatives. Participates in one conservation event per year. Serves as a leader of fiscal conservation efforts.
• Other duties as assigned or required.
• Support company mission.
• Adhere to all organizational and departmental policies and procedures

QUALIFICATIONS:

• Bachelor’s degree or equivalent experience preferred.
• Two to three years previous management/supervisory experience in a guest (customer) service; cultural attraction environment preferred.
• Excellent customer / guest service skills are a necessity.
• Proven ability to build teams and employee engagement.
• Proficiency with computer software such as Office, reporting systems, and accounting is highly desirable.
• Previous budget management experience preferred.
• Excellent communication skills (written and verbal).
• Ability to work hours and schedule to meet demands of 7 day per week operation including evenings, weekends, and holidays, as necessary.
• Daily contact with employees, vendors and customers.
• Ability to manage customer / guest complaint situations successfully and to communicate effectively with employees in other departments.
• Works with Information Technology to ensure that software and hardware provide efficient, accurate tools for guest service needs.
• Works with Accounting to ensure that revenue and expenses from all guest service sources are managed securely and reported accurately.

TOTAL COMPENSATION:

Salary range ($64,700-82,474 Annual). National Aquarium provides an excellent benefits package, including four weeks paid time off, and six paid floating holidays and up to four weeks of paid family leave. Employees are eligible for health care (single and family) after 30 days of full-time work. Conservation day leave and 401(k) plan with employer match available.

About the National Aquarium

Established in 1981, the National Aquarium in Baltimore, Maryland, is a nonprofit organization whose mission is to connect people with nature to inspire compassion and care for our ocean planet. The Aquarium’s award-winning habitats are home to thousands of animals representing hundreds of species of fish, birds, amphibians, reptiles and mammals. We are proud to be accredited by the Association of Zoos and Aquariums (AZA) and exceed industry standards in all aspects of animal care and welfare.

More than 1.2 million people visit the Aquarium each year to experience our immersive exhibits, and we reach far more through our science-based education programs and hands-on field conservation work. The National Aquarium is one of the top three aquariums in the United States and the largest paid cultural attraction in Maryland.

Our Mission and Goals

The Aquarium’s mission—to connect people with nature to inspire compassion and care for our ocean planet—begins within the walls of its buildings, but it does not end there. The Aquarium protects, enhances and restores natural resources through education and engagement, habitat restoration, animal rescue and sustainable business practices, with its conservation work guided by three overarching goals—to combat climate change, save wildlife and habitats, and stop plastic pollution.

Our Values

At the National Aquarium, our core values form the basis for our beliefs about our organization, our colleagues and ourselves, and serve as the framework to guide our behaviors and actions to achieve our mission.

Connection: We take the time to build lasting connections with each other, our guests, the animals in our care and the nature that surrounds us. We communicate clearly and collaborate readily within and across teams. We engage thoughtfully with our partners. We practice shared accountability.

Curiosity: We center learning and growth in all that we do. Our people are empowered to explore new approaches. We support taking risks. We value diverse perspectives and bold ideas. We embrace change.

Optimism: We celebrate the power of positive moments and shared experiences. We seek out opportunities to have fun. We reconnect with our purpose through sharing successes with our colleagues.

Service: We are in service to each other, our guests and our communities. We make intentional decisions and actions for the benefit of the people and animals within our organization.

Wellbeing: We ensure our people and animals have what they need mentally and physically to thrive. We are committed to improving the wellbeing of communities and sharing the healing power of natural for all.

Our Commitment to Diversity, Equity, Inclusion and Justice

National Aquarium values an inclusive and diverse environment for all employees, volunteers, and interns. Our goal is to recruit, develop, and retain the most talented people from a candidate pool representative of the variety of communities we serve. With a commitment to diversity, equity, inclusion, and justice, the Aquarium is proud to be an Equal Opportunity Employer and promotes an environment free from all discrimination and harassment.

In the selection and retention of employees, volunteers, and interns, we do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, ancestry, citizenship status, age, physical, mental, or sensory disability, sex (including pregnancy or childbirth), marital status, veteran status, sexual orientation, gender identity and/or expression, genetic information, arrest record, family or caregiver status, HIV status, socioeconomic status, or any other characteristic protected by applicable federal, state, or local law.

 Our organization is dedicated to this policy with respect to all terms and conditions of employment, including but not limited to recruitment, training, promotions, performance management, and separation, and general treatment during time of employment.