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Guest Services Specialist

Posted: June 7, 2024 Expired: November 27, 2023
The National Aquarium
High School 1 Year

The National Aquarium

Through education, research, conservation action and advocacy, the National Aquarium is pursuing a vision to change the way humanity cares for our ocean planet.

Guest Services Specialist

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.  

Essential Functions:

  • 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.
    • 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 – to inspire conservation of the world’s aquatic treasures – 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

Experience 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 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. The National Aquarium is committed to diversity and invites individuals who bring a diversity of culture, experience, and ideas to apply.

Further Comments

ABOUT THE NATIONAL AQUARIUM The National Aquarium in Baltimore, Maryland, is a nonprofit organization that’s changing the way humanity cares 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 and strive to meet or exceed AZA standards in all aspects of animal care and welfare. A dedicated team of full- and part-time employees and volunteers drives the Aquarium’s mission to inspire conservation of the world’s aquatic treasures. More than a million guests visit the Aquarium each year, and millions more participate in its conservation, education and engagement initiatives. Our Culture The National Aquarium opened in 1981 as a visitor attraction and has evolved into a conservation organization that operates a world-class aquarium. Our core values—integrity, innovation, service, excellence, and engagement—form the basis for our beliefs about our organization, our colleagues and ourselves, and serve as the framework to guide our behavior and actions to achieve our mission. Through unparalleled exhibits, science-based education programs and hands-on field initiatives, the Aquarium is at the forefront of efforts to connect people with the natural world and raise awareness of the challenges facing our ocean. Our Mission and Goals By connecting people with nature, the Aquarium drives conservation action for the benefit of people, animals and the planet. The Aquarium’s mission—to inspire conservation of the world’s aquatic treasures—begins within the walls of its buildings, but it does not end there. The Aquarium protects, enhances and restores natural resources through education and engagement, habitat restoration, animal rescue and sustainable business practices, with its conservation work guided by three overarching goals—to combat climate change, save wildlife and habitats, and stop plastic pollution.


Medical, Dental, Vision, 401(K) match and More!

How to Apply

Interested and engaged applicants should apply through our website Requests for reasonable accommodation can be made by e-mailing

The National Aquarium
501 E. Pratt Street
Baltimore, MD 21202
Phone: 4106594281

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