Nashville Zoo · 1 day ago
Guest Service Lead
Nashville, TN
Full-time
Onsite
Mid Level
$16/hr - $17/hrNashville Zoo is dedicated to inspiring a culture of understanding and discovery of our natural world through conservation, innovation, and leadership. The Guest Service Lead is responsible for supervising and training the guest services staff, managing daily operations at the entrance, and ensuring excellent guest relations and financial management.
AssociationMedia and EntertainmentNon Profit
Responsibilities
Oversee daily operations of all ticketing, membership and guest services stations at the Zoo Entrance in the absence of and/or to assist the Guest Services Director
Manage daily activities of the guest services staff, both permanent and seasonal, during specified shifts
Reinforce and maintain employee protocols, procedures and guidelines as needed, either in addition to or clarification of the institution’s employee handbook
Maintain a positive example in meeting the needs of Nashville Zoo visitors, work with staff to improve guest relations and handle individual guest issues as needed
Maintain and oversee proper cash handling protocols for guest services staff in the ticket booths and guest services hut and membership sales and service building
Manage preparation of cash outs and settlements daily in cooperation with or in the absence of the Guest Services Director
Work with Finance Department and Guest Services Director to coordinate needs for change, deposits and supplies for same
Work with staff as needed to evaluate overages and shortages and provide guidance in addressing any procedural issues
Handle coordination for change and safe drops for all point of sale stations
Supervise daily use of the Gateway Ticketing System by all guest services employees for the sale of admissions, memberships and other items; including provision of supervisor approvals for access controlled ticketing functions (i.e. voids, refunds and cash out)
Train new employees on use of the system and retrain/refresh skills with existing employees on a regular basis
Stay familiar with and reinforce new components and changes in the ticketing software for employees
Recommend updates and improvements to the system based on employee and guest feedback
Insure that Guest Services staff members are aware of upcoming events, new developments and other Zoo activity that impacts guest relations on a daily basis
Based on resources for individual shifts, staff a ticket booth or guest services hut as appropriate to insure the best possible customer service
Qualification
Required
Minimum high school diploma or GED equivalent required
Knowledge of cash register or computer sales programs helpful as well as general accounting knowledge
Guest or customer service experience in a related field required
Ability to work with and to supervise others in a positive, encouraging manner
Ability to communicate effectively and to encourage respect and trust of employees
Well-organized and able to think well on his/her feet
Basic knowledge of accounting principles and protocols
Experience in hospitality, customer services and/or retail customer contact
Must be able to work outside year-round under typical Tennessee temperatures, sometimes for extended periods of time
Must be able to stand and/or sit at a desk for extended periods of time in a small workspace
Must be able to lift and carry a minimum of 25 pounds
All candidates are required to successfully complete a criminal background check and drug screening prior to hire
Pre-employment and annual tuberculosis (TB) screenings are a condition of continued employment
Benefits
Comprehensive healthcare coverage – including medical, dental, and vision plans to keep you and your family healthy.
Employee Assistance Program (EAP) – confidential support services for mental, emotional, and financial well-being.
401(k) retirement plan with company matching – helping you build a secure future while you make a meaningful impact today.
Generous paid time off and sick leave – because rest and recovery are vital.
Exclusive zoo perks – enjoy discounts on park experiences, retail, and food services, plus complimentary membership benefits.
A collaborative and inclusive culture – be part of a diverse team where your voice matters, your growth is nurtured, and collaboration thrives across all departments.
AZA-accredited facility – Nashville Zoo is committed to top-tier animal care, ethics and global conservation efforts.
Company
Nashville Zoo
Nashville Zoo at Grassmere is a 188-acre institution accredited by the Association of Zoos and Aquariums (AZA) whose mission is to inspire a culture of understanding and discovery of our natural world through conservation, innovation and leadership.
Founded in 1991
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jami Geselle
Chief Human Resources Officer
Suzanne Iler
Chief Development Officer
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