Guest Services Specialist-DSCI Program

The National Aquarium is looking for an engaging, service-oriented individual who will be responsible for anticipating guest needs, exceeding expectations and implementing creative solutions to provide exceptional service.

• 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, Membership/Will Call/4D Cashier, 4D Theater, Concierge 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 or Lead.
• 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

• 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 included counting money, calculating change, and accurately recording a transaction
• 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
• Commitment to the Aquarium’s mission and conservation

Hourly range ($) with hours worked over 40 paid as overtime, holiday premium pay, and extra pay for night work. 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.

Established in 1981, the National Aquarium in Baltimore, Maryland, is a nonprofit organization whose mission is to connect people with nature to inspire compassion and care for our ocean planet. The Aquarium’s award-winning habitats are home to thousands of animals representing hundreds of species of fish, birds, amphibians, reptiles and mammals. We are proud to be accredited by the Association of Zoos and Aquariums (AZA) and exceed industry standards in all aspects of animal care and welfare.

More than 1.2 million people visit the Aquarium each year to experience our immersive exhibits, and we reach far more through our science-based…