Guest Services Shift Lead

Job Title

Guest Services Shift Lead

May 2026

Operations

Full Time

On-site

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

The National Aquarium (NA) is seeking a Guest Services Shift Lead responsible for leading by example in anticipating guest needs, exceeding expectations, and implementing creative solutions to provide exceptional service. This position is expected to maintain daily communication with the team of Guest Service Representatives/Specialists to create informed Aquarium representatives, monitor service levels and coach them for a successful future ponsibilities include taking the initiative to support the needs of guests from the moment of arrival through departure, ensuring all requests are addressed with enthusiasm and always following Aquarium policies and procedures while keeping in mind the Aquarium values of Connection, Curiosity, Optimism, Service and Wellbeing.

Lead by example through a servant leadership approach that prioritizes support, collaboration, accountability, and the professional growth of Guest Services (GS) staff throughout each shift.

Maintain a visible and approachable presence through routine walkabouts of buildings and grounds to support guests, assist team members, and foster positive engagement.

Partner with fellow GS Leads to oversee daily department operations while ensuring a seamless, world-class guest experience.

Recruit, onboard, train, mentor, and support GS staff to promote individual success and team excellence.

Participate in operational meetings to review department needs, share insights, and contribute to continuous improvement efforts.

Assist with scheduling GS teams and coordinating daily post assignments to ensure effective coverage and operational efficiency.

Conduct respectful and constructive coaching conversations with GS staff regarding performance, attendance, and professional expectations, with a focus on development and accountability.

Maintain regular one‑on‑one check‑ins with direct reports to encourage open communication, continuous performance development, and career growth opportunities.

Support the daily management and coordination of Guest Services (GS) operations to ensure efficiency, consistency, and exceptional guest experiences.

Foster a positive, inclusive, and team‑oriented work environment that encourages collaboration, accountability, and servant leadership principles.

Monitor operational needs and staffing levels, making real‑time adjustments to support coverage and guest satisfaction.

Assist in implementing departmental policies, procedures, and service standards while ensuring compliance with organizational expectations.

Partner with leadership and cross‑functional teams to address operational challenges and identify opportunities for continuous improvement.

Provide guidance, resources, and hands‑on support to GS staff to help remove obstacles and promote team success.

Maintain accurate documentation related to scheduling, attendance, coaching conversations, and employee performance as needed.

Support employee engagement and retention efforts by recognizing achievements, encouraging professional development, and promoting a culture of respect and service.

Respond to guest concerns and operational issues with professionalism, empathy, and a solutions‑focused mindset.

Contribute to the development of training initiatives and operational best practices that enhance team performance and the overall guest experience.

Provide exceptional guest service that transforms a day at the Aquarium from ordinary to extraordinary.

Support guest service needs by working stations in any/all posts.

Greet all guests in line of sight with a smile, a verbal greeting, and approachable friendliness.

Act as host to each guest by demonstrating behavior that supports a positive, cheerful, and professional attitude.

Assist guests in a friendly and positive manner regarding Aquarium offerings, prices, membership, directions, and general information.

Ensure knowledge is current by using resources available:
Salesforce, Morning Huddle, Plan of the…