Guest Services Specialist

The National Aquarium, located in Baltimore, Maryland, is one of the premier nonprofit organizations dedicated to connecting people with the natural world to inspire compassion and care for our ocean planet. Since its establishment in 1981, the National Aquarium has become a leading institution in marine life conservation and education, housing thousands of animals across hundreds of species including fish, birds, amphibians, reptiles, and mammals within its award-winning habitats. Recognized as one of the top three aquariums in the United States and the largest paid cultural attraction in Maryland, it attracts over 1.2 million guests annually, making it a pivotal cultural and educational venue in the region. The organization is accredited by the Association of Zoos and Aquariums (AZA), which affirms its commitment to the highest standards in animal care, welfare, and conservation practices. Working at the National Aquarium means becoming part of a passionate team committed to a mission beyond the walls: to protect, enhance, and restore natural resources through comprehensive education, engaging conservation programs, habitat restoration, animal rescue, and sustainable business efforts. The role available is for an engaging, service-oriented Guest Service Associate who is responsible for anticipating guest needs, exceeding expectations, and creatively solving challenges to provide exceptional experiences. This position involves working in various areas throughout the Aquarium such as Waterfront Park, Membership/Will Call, 4D Cashier, 4D Theater, Concierge, and other guest service posts. The Guest Service Associate will serve as the welcoming face of the Aquarium, greeting guests warmly and providing them with accurate, enthusiastic information about the Aquarium’s offerings, directions, pricing, membership benefits, and more. With a commitment to high service standards, this role ensures that every visitor's day is transformed from ordinary to extraordinary by delivering personal facilitated experiences (PFEs) that inspire, delight, and engage. The role requires excellent communication skills to work with guests of all ages, and the flexibility to work outdoor posts under varied weather conditions. Additionally, the candidate will be responsible for first-level service recovery, addressing guest concerns through active listening and effective problem-solving, while knowing when to escalate issues to management. This hourly position offers competitive pay ranging from $17.31 to $20.45, inclusive of overtime pay, holiday premium, and additional pay for night shifts. The National Aquarium values its employees with an excellent benefits package that includes four weeks of paid time off, six paid floating holidays, up to four weeks of paid family leave, conservation day leave, and eligibility for health care coverage after 30 days for full-time employees. Participation in a 401(k) plan with an employer match is also available, alongside additional perks like family membership packages and Aquarium tickets. Potential candidates must be enthusiastic, motivated, and able to work both independently and as part of a diverse team whose values are rooted in connection, curiosity, optimism, service, and wellbeing. The National Aquarium fosters an inclusive work environment, embracing diversity, equity, inclusion, and justice, and encourages individuals from all backgrounds to apply. By joining the National Aquarium team, employees contribute to a meaningful mission of environmental stewardship and guest enrichment, making a tangible difference in conservation efforts and public education about our planet’s aquatic treasures.