Guest Services Lead

Title: Lead Guest Services Associate

Reports to: Senior Manager of Guest Services & Membership

About Butterfly Pavilion:

At Butterfly Pavilion, we transform the way people think about invertebrates. These small but mighty animals that surround us are so much more than people think. They are everywhere because everything depends on them. They are the hidden heroes of the animal kingdom. As the leader in invertebrate knowledge, inspiration and connection, Butterfly Pavilion works to foster an appreciation of these critical animals by educating the public about the need to protect and care for threatened habitats globally, while conducting research for solutions in invertebrate conservation. Whether it is providing unique, firsthand learning experiences in our exhibits and educational programs, conducting new research that sets the standard for zoos across the country or building innovative solutions for species and habitat conservation in countries around the world, Butterfly Pavilion is leading the way in ensuring invertebrates are protected for the future.

Our Core Values are a large part of who we are as an organization:

• Make Science Cool

• Love What You Do

• Go Above and Beyond

• Lead Change

• Know Your Stuff

• Be Positive

• Welcome All

These aren't just words, but words to live by here at Butterfly Pavilion.

Job Status: Non-Exempt | Full Time

Work Schedule: Ability to work flexible hours with a varied schedule including holidays and occasional evenings. Weekend availability required. Open availability is required for this position including morning and afternoons on both weekdays, weekends and holidays. Final schedule will be determined by the Senior Manager of Guest Services & Membership and the candidate selected for this position.

Hourly Rate: $18.00/hour

Position Summary:

The Lead Guest Services Associate is a front-line role with additional accountability for supporting the Guest Services team. In addition to daily guest-facing duties, this position provides leadership at the Admissions Desk by training and mentoring associates, ensuring consistent adherence to policies and procedures, and serving as a point of support to both staff and leadership. This role plays a key part in setting the tone of the guest experience, maintaining accuracy in transactions, and helping ensure team operations run smoothly.

Essential Functions & Responsibilities:

Guest Services and Front Desk

• Provide a warm, welcoming, and professional first impression for all guests and members.

• Process admission tickets, memberships, renewals, discounts, phone reservations, and group check-ins with accuracy.

• Handle cash and card transactions, issue change, and reconcile drawers with accuracy.

• Answer main phone line, direct calls, and respond to guest inquiries via phone, email, and in person.

• Maintain knowledge of Butterfly Pavilion programs, exhibits, events, and policies to assist guests effectively.

Membership Sales & Service

• Model strong membership sales and service skills, meeting personal sales goals while helping the team achieve department targets.

• Maintain expertise on membership levels, pricing, benefits, and policies, and support associates in answering member inquiries.

• Step in to resolve escalated membership concerns quickly and positively.

• Assist leadership in identifying trends, member feedback, and opportunities to improve the membership experience.

Leadership & Team Support

• Train and mentor Guest Services Associates on admissions, cash handling, and guest service protocols.

• Act as secondary cash handler and supervisor at the Admissions Desk.

• Serve as a communication link between associates and leadership, ensuring staff are informed about programs, events, and policies.

• Collaborate with the Senior Manager and Coordinator to reinforce and model consistent execution of policies and procedures.

• Provide on-shift leadership, stepping in to resolve operational or guest service issues when needed.

Position Qualifications and Experience:

• High School Diploma or equivalent, some post-secondary education preferred

• Previous guest services, hospitality, or membership experience highly preferred.

• Demonstrated cash handling and POS system experience.

• Strong interpersonal skills; able to communicate effectively with guests, members, and colleagues.

• Outgoing, positive, and adaptable personality suited to a fast-paced environment.

• Ability to prioritize, multi-task, and manage time effectively.

Work Environment & Physical Requirements:

While performing the responsibilities of this position, these work environment characteristics are representative of the environment the position will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of this position.

• At Butterfly Pavilion, the employee is occasionally exposed to moderate to loud environmental noise for extended periods of time.

• While performing the responsibilities of this position, the employee is required to talk and hear. The employee is often required to sit and stand, use their hands and fingers, to handle/feel/grasp. The employee is occasionally required to reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. Employee should be able to lift, carry any items up to 50 lbs.

How to Apply:

Butterfly Pavilion is an Equal Opportunity Employer and encourages people of all backgrounds to apply for open positions and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty or veteran status.

Applicants must submit a Resume and Cover Letter.

Position is open until filled. No phone calls or drop in's please.