Guest Service Lead

About the role

• Position Title: Guest Service Lead
• Department: Guest Services
• Supervisor: Guest Service Director

Nashville Zoo Mission

Nashville Zoo is dedicated to inspiring a culture of understanding and discovery of our natural world through conservation, innovation, and leadership. With a diverse collection of animals and a commitment to wildlife preservation, we provide engaging experiences for visitors of all ages.

About the role

The Guest Services Leads are responsible for assisting the Guest Services Director in accomplishing the following activities on a daily operational basis: supervision, training, financial management and coordination of guest services staff in their duties to sell daily admissions, recruit members for the Zoo, assist guests, and greet visitors. The Guest Services Leads must work hours appropriate to meet the needs of Zoo visitors and consistent with peak season days and hours. Regular weekend and occasional evening hours are required.

Duties and Responsibilities

Supervisory & Guest Relations

• 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

Financial

• 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

Ticketing

• 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

General

• 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

Skills

• 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

Physical Requirements

Staff must frequently stand and walk for extended periods, interact with guests throughout their shift, and occasionally lift, carry, or move items up to 25-30 lbs, such as program materials, supplies, or event equipment. These roles require clear verbal communication, strong customer-service skills, and the ability to project one's voice during programs, tours, and presentations.

Employees regularly work both indoors and outdoors in varying weather conditions and may be exposed to noise, crowds, dust, and routine cleaning agents. Staff must safely navigate public areas, stairs, and uneven surfaces, while operating basic equipment such as radios, tablets, microphones, and point-of-sale systems.

Positions may involve assisting with special events, school programs, or animal-themed activities, requiring flexibility, professionalism, and adherence to safety and guest-interaction protocols. Schedules may include weekends, holidays, early mornings, evenings, and occasional overtime based on programming or attendance needs.

Education

• 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.

Pre-employment requirements

• 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.

Pay and benefits

Pay Range $16.10 - $16.10 USD