Guest Services and Membership Supervisor

Job DetailsJob Location: Birmingham Zoo - BIRMINGHAM, AL 35223Position Type: Full TimeSalary Range: $16.71 - $16.71 HourlyBirmingham Zoo Inc. is a nonprofit, Association of Zoos and Aquariums-accredited Zoo and regional tourist attraction at the heart of the community, connecting people with wildlife while advancing conservation. We advance wildlife conservation through responsible animal care, education, and local and global conservation efforts in support of our mission, Inspiring Passion to Conserve the Natural World. As a key part of that mission, the Guest Services and Membership Supervisor serves as a hands-on leader who guides front-line teams, keeps daily operations running smoothly, and ensures every guest experiences a welcoming, well-organized environment from arrival to departure.

POSITION SUMMARY 

The Guest Services & Membership Supervisor is responsible for supporting and leading daily front gate and membership operations, including coordinating membership sales, service processes, and guest communications to ensure a positive and efficient experience. This role serves as a working supervisor, providing guidance and support to staff while contributing to daily operations, communication channels, and coordination across guest services functions. 

 

All employees serve as ambassadors of the Zoo and are expected to act in a professional manner consistent with the Zoo’s mission and its core values of Passion, Excellence, Teamwork, Stewardship, and Inclusion. This expectation applies when interacting with the public or when reasonably perceived as representing the organization. 

 

ESSENTIAL FUNCTIONS 

 



Leads and participates in daily front gate and membership operations as a working supervisor, supporting admissions, membership sales, and guest interactions to ensure a positive and efficient experience.  





Supports and guides staff through training, scheduling, and task delegation, reinforcing customer service, operational, and safety standards.  





Oversees membership sales and service processes, including coordinating communications, renewals, promotions, and member programs to support engagement and retention.  





Supports cash handling and point-of-sale processes, including adherence to financial procedures, troubleshooting discrepancies, and maintaining operational accuracy.  





Serves as a primary resource for guest and internal inquiries, supporting communication channels (e.g., email, phone) and resolving issues to maintain consistent service and satisfaction. 





Adheres to all organizational policies and procedures as outlined in the Employee Handbook and applicable departmental guidelines. 





This job description reflects the general nature of the work and is not intended to be an exhaustive list of all duties. This position may be assigned additional duties reasonably related to the employee’s primary responsibilities and organizational needs, provided such duties are within the employee’s training, experience, and safety requirements and do not materially change the nature of the position. 



 

SUPERVISORY RESPONSIBILITIES 

For purposes of this job description, “staff” may include employees, volunteers, interns, and other assigned personnel. 



No direct supervisory responsibility for staff. 





Provides functional leadership through training, guidance, and reinforcement of established protocols to support consistency in daily operations. 





Serves as a resource and point of contact for staff, supporting adherence to operational, safety, and Organizational standards. 



 

SAFETY ANALYSIS 

 



This position involves exposure to hazards common to both office and operational Zoo environments, including regular work in outdoor areas. 





Specific training and procedures will be provided to maintain safety of people as the highest priority, followed by the safety of the animal collection. 





Use and understanding of personal protective equipment (PPE) is required based on assigned tasks and work locations. 





Employees are required to follow all Zoo safety policies and procedures as outlined in the Employee Handbook and Emergency Procedure Manual and to promptly report injuries, incidents, or safety concerns through established reporting channels. 



 

PHYSICAL DEMANDS 

The physical demands described below are representative of those required to perform the essential functions of this position, with or without reasonable accommodation. 



Ability to perform both desk-based tasks and active, operational duties within the Zoo environment. 





Ability to stand, walk, and move for extended periods across indoor and outdoor work areas. 





Ability to use hands, fingers, and tools or equipment required for assigned tasks. 





Ability to communica