Assistant Manager, Guest Services NZCBI (National Zoo)

Application Deadline: 2 October 2026

Department: Smithsonian Enterprises

Employment Type: Full Time

Location: Washington, DC

Reporting To: Visitor Services Manager

Compensation: $48,000 - $50,000 / year

Description

• Pass Pre-employment Background Check and Subsequent Background Investigation for position designated.
• Complete a Probationary Period.
• Maintain a Bank Account for Direct Deposit/Electronic Transfer.
• The position is open to all candidates eligible to work in the United States.  Proof of eligibility to work in U.S. is not required to apply.
• Applicants must meet all qualification and eligibility requirements within 30 days of the closing date of this announcement. 

OVERVIEW

DUTIES AND RESPONSIBILITIES

• Serve as a visible leader and ambassador for the Smithsonian National Zoological Park, promoting a welcoming and engaging visitor experience.
• Provide courteous, professional, and knowledgeable service to both internal and external customers.
• Respond promptly and effectively to guest inquiries regarding Zoo exhibits, programs, amenities, memberships, rentals, and visitor services.
• Maintain operational visibility to ensure exceptional customer service standards are consistently delivered.
• Resolve guest concerns, complaints, and special-needs situations, escalating complex issues when appropriate.
• Consistently encourage and support guest participation in memberships and other initiatives that advance the Zoo's mission.
• Support National Zoo special events and other visitor engagement activities.

• Lead, motivate, coach, and support a team of Guest Services Associates.
• Conduct daily staff meetings to communicate priorities, operational updates, guest service expectations, and organizational information.
• Provide ongoing coaching, training, direction, and real-time performance feedback.
• Partner with Visitor Services leadership in recruiting, interviewing, hiring, onboarding, and training employees.
• Foster a workplace culture rooted in teamwork, accountability, integrity, and service excellence.
• Hold staff accountable for operational procedures, customer service expectations, and assigned responsibilities.
• Participate in the development and continuous training of frontline employees.
• Prepare and submit personnel-related documentation, including personnel actions, staffing requisitions, onboarding paperwork, and disciplinary documentation.

• Assist with staffing and scheduling to meet business demands, seasonal fluctuations, and special event requirements.
• Develop daily staffing schedules to maximize productivity and ensure appropriate operational coverage.
• Monitor attendance, schedule adherence, and break coverage throughout the day.
• Adjust staffing assignments and employee duties in response to changing guest volumes and operational needs.
• Maintain employee timekeeping records and process schedule adjustments through ADP eTime and other workforce systems. 
• Assist with planning and prioritizing daily work activities for Guest Services staff.

• Adhere to and monitor established procedures for sales reporting, and operational controls.
• Ensure compliance with audit requirements and operational performance standards.
• Complete and review required opening and closing procedures.
• Submit daily sales and operational audit information accurately and timely.
• Support loss prevention initiatives and safeguard organizational assets.
• Ensure compliance with Smithsonian Institution policies, procedures, and operational guidelines.

• Ensure guest service areas maintain high standards of cleanliness, appearance, and safety.
• Monitor daily, weekly, and monthly cleaning and maintenance standards.
• Support crowd management and guest-flow procedures during peak visitation periods and special events.
• Safely operate Smithsonian Institution vehicles in accordance with established policies and procedures.
• Conduct vehicle inspections, maintain vehicle cleanliness, report accidents or mechanical issues, and submit fuel and service records as required.
• Support Visitor Services management with administrative and operational functions.
• Recommend process improvements that enhance efficiency, safety, appearance, and guest satisfaction.
• Provide operational coverage and frontline support, as needed.

• Develop and maintain productive working relationships with Smithsonian stakeholders and partners.
• Collaborate with Zoo Leadership, Security, Advancement, Curatorial, Facilities, Project Management, Special Events, and other departments to support operational goals.
• Serve as a liaison between Guest Services staff and leadership to ensure effective communication and coordination.

QUALIFICATION REQUIREMENTS

• Demonstrated passion for delivering exceptional guest experiences.
• Proven ability to motivate, lead, coach, and develop a high performing workforce.
• Knowledge of management principles, resource allocation, leadership techniques, and workforce coordination.
• Strong customer service, conflict resolution, and decision-making skills.
• Ability to foster a culture of teamwork, accountability, and integrity.
• Experience working with varied employee populations and guest groups.
• Ability to assist with implementing and managing crowd-control procedures in a high-volume visitor environment.
• Ability to perform and oversee cash handling, cash management, auditing, and loss prevention activities.
• Ability to read, interpret, and apply Smithsonian Institution policies and procedures.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities simultaneously.
• Ability to accept and implement written and verbal instructions.
• Ability to operate point-of-sale (POS) systems, computerized ticketing systems, and related technology.
• Excellent verbal and written communication skills.
• Ability to communicate professionally and effectively with guests, employees, volunteers, partners, and leadership.
• Demonstrated ability to build collaborative relationships across departments and organizational levels.
• Ability to remain calm, professional, and solution-oriented when addressing guest or employee concerns.
• Demonstrated ability to work effectively in a fast-paced environment.
• Ability to adjust priorities, staffing assignments, and operational plans in response to changing business needs.
• Strong critical-thinking and problem-solving skills with the ability to make sound decisions under pressure.
• Ability to sit, stand, and walk for extended periods of time.
• Ability to work outdoors in a variety of weather conditions, including extreme heat, cold, rain, and snow.
• Ability to work in confined or limited spaces when required.
• Must be willing and able to work a flexible schedule, including evenings, weekends, holidays, and special events.
• Possess and maintain a valid United States driver's license and satisfactory driving record.
• Ability to safely operate Smithsonian Institution vehicles in accordance with organizational policies.