Guest Services Specialist

Job Title: Guest Services Specialist

Posting Date: June 2026

Job Department: Guest Services Operations

Schedule: Full Time

Job Type: On-site

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

The National Aquarium is seeking Guest Services Specialists – Full Time who will be responsible for anticipating guest needs, exceeding expectations, and implementing creative solutions to provide exceptional service. Must have weekend availability to be considered for the opportunity.

Essential responsibilities include:
Provide exceptional guest service that transforms a day at the Aquarium from ordinary to extraordinary

• Support guest service needs by working posts in any / all of the following areas:
  Waterfront Park, Harbor Wetland, Membership/Will Call/4D Cashier, 4D Theater, Information Desk, VR and other posts as assigned.
• Greet all guests in line of sight with a smile, a verbal greeting, and approachable friendliness
• Act as a host to each guest by demonstrating behavior that supports a positive, cheerful and professional attitude
• Provide first‑level service recovery as needed through active listening and offering solutions that successfully balance guest & Aquarium needs. Understand when to solve the problem and when to engage a Guest Service Manager.
• Assist guests in a friendly and positive manner regarding Aquarium offerings, prices, membership, directions, and general information
• Project a professional image while in uniform and when using the phone or radio
• Create opportunities to share marketing messages that support both the Aquarium’s mission and its business goals
• Become familiar with the Aquarium’s story – history, accomplishments and future goals
• Go beyond what is expected – deliver Personal Facilitated Experiences (PFEs) that inspire, delight, and engage
• Support company mission.
• Adhere to all organizational and departmental policies and procedures.
• Other duties as assigned or required.

• High school diploma, plus a minimum of 1 year of customer service experience; or equivalent combination of education and experience
• Must be able to demonstrate excellent cash handling skills, to include counting money, calculating change, and accurately recording a transaction
• Must be willing to learn and operate internal systems for ticket sales and membership information
• Outstanding customer service skills, with demonstrable ability to act quickly to address a service need
• Previous experience with public speaking or performance is desirable
• Must be enthusiastic, motivated and enjoy working with people
• Strong communication skills and ability to engage Aquarium guests of all ages
• Strong basic computer skills, to include using email, navigating the internet, and working in MS Office applications
• Ability and willingness to work a flexible schedule including weekends, holidays and occasional evenings
• Ability and willingness to work outdoors in a variety of weather conditions
• Ability to work with a team and independently
• Ability to follow written and verbal instructions

Hourly range ($ Hourly) with hours worked over 40 in a week eligible for overtime, premium pay for National Aquarium recognized holidays, and shift differential for overnight shifts. National Aquarium provides an excellent benefits package including four weeks paid time off, six paid floating holidays, up to four weeks of paid family leave and conservation day leave. Employees are eligible for health care (single and family) after 30 days of full‑time work and 401(k) plan participation with employer match available.

Employees receive a family membership package and Aquarium tickets.

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 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.