Guest Experience Assistant Manager

Are you a service-focused leader who enjoys developing people, solving problems, and creating exceptional guest experiences? The Air Zoo is seeking an enthusiastic, organized, and guest-centered Guest Experience Assistant Manager to help lead our front-line operations team. This role plays a key part in ensuring every guest receives a welcoming, safe, and memorable experience while supporting the daily success of our Guest Experience staff and volunteers. If you thrive in a fast-paced environment, enjoy coaching and mentoring others, and are passionate about delivering outstanding customer service, we'd love to meet you. About the Role The Guest Experience Assistant Manager supports the daily operations of the Guest Experience Department, working closely with the Guest Experience Manager to ensure a safe, welcoming, and engaging environment for guests, staff, and volunteers. This position helps ensure smooth daily operations, employee and volunteer development, administrative coordination, and exceptional guest service across all guest touchpoints. What You'll Do

• Supervise, coach, and support Guest Experience Ambassadors, Leads, and volunteers.
• Provide ongoing training and development in guest service, safety, attractions, ticketing, memberships, and Air Zoo offerings.
• Foster a positive, inclusive, and guest-focused team culture.
• Assist with employee and volunteer relations, conflict resolution, and performance management.
• Open and close the facility and address operational issues as they arise.
• Provide visible leadership during all daily operations, ensuring safe, efficient, and exceptional guest experiences.
• Coordinate staff scheduling, coverage, and break rotations to maintain service standards.
• Support staff in the operation of attractions, ticketing systems, memberships, and guest- service functions.
• Serve as a management resource and provide leadership coverage when department leaders are unavailable.
• Monitor guest interactions and identify opportunities to enhance the visitor experience.
• Support retail operations, membership services, and guest issue resolution.
• Review employee time records and assist with payroll-related processes.
• Maintain accuracy within ticketing and operational systems.
• Provide cross-departmental support during peak attendance periods and special events.
• The above description outlines the general nature and level of work performed and is not intended to be an exhaustive list of all the responsibilities and qualifications. What You Bring
• Associate degree in hospitality, business, or related field or an equivalent combination of education and experience.
• Experience in guest service within retail, hospitality, museums, customer service, or related field.
• Supervisory, management, or team coordination experience.
• Demonstrated ability to coach, motivate, and develop employees and volunteers.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Current CPR, First Aid, and Bloodborne Pathogen certification (or ability to obtain).
• Sound judgement and the ability to resolve challenges professionally and effectively.
• Proficiency with Microsoft Office Suite, and network-based computer systems.
• Experience with POS, ticketing, membership, or retail systems preferred.
• Strong verbal and written communication skills.
• Commitment to delivering exceptional guest experiences and supporting organizational success.

Schedule/Work Hours Full-time position with varying hours based on operational needs and which includes days, evenings, weekends, and holidays. This position is on-site at the Air Zoo in Portage, Michigan, including responsibilities at the Flight Discovery Center. Compensation Staring hourly pay range $20.19 - $23.85, depending on skills, experience, and internal equity. The Air Zoo also offers a comprehensive benefits package, professional development opportunities, and a creative, mission-driven work environment. Why the Air Zoo? At the Air Zoo, we inspire and educate through the wonder of flight and science. You'll join a mission-driven organization that values innovation, collaboration, and community impact. We are committed to creating an inclusive workplace where team members are empowered to grow, contribute, and make a difference every day. Physical Requirements Ability to sit, stand, walk, climb stairs, and lift up to 40 lbs. Perform physical tasks including pushing, pulling, and reaching. Ability to work outdoors in varying weather conditions (including snow removal at entry/exit points). To Apply If you're help lead a team that creates memorable experiences for thousands of guests each year, we encourage you to apply. Email your resume, cover letter, and a list of three professional references to careers@airzoo.org If you have questions or need assistance applying, please contact us at careers@airzoo.org This position will remain posted until filled, however, priority consideration will be given to applications received by June 16, 2026.

Pay:

$20.19 - $23.85 per hour

Benefits:

401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person