DescriptionBirmingham 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
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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.
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Supports and guides staff through training, scheduling, and task delegation, reinforcing customer service, operational, and safety standards.
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Oversees membership sales and service processes, including coordinating communications, renewals, promotions, and member programs to support engagement and retention.
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Supports cash handling and point-of-sale processes, including adherence to financial procedures, troubleshooting discrepancies, and maintaining operational accuracy.
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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.
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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.
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Serves as a resource and point of contact for staff, supporting adherence to operational, safety, and Organizational standards.
SAFETY ANALYSIS
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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.
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Ability to work in varying environmental conditions, including exposure to weather, uneven terrain, and wet surfaces.
QualificationsQUALIFICATION REQUIREMENTS
Birmingham Zoo Inc. recognizes that skills and knowledge may be gained through a combination of education, paid employment, volunteer service, and other relevant experiences. Candidates who meet most of the qualifications for a position are encouraged to apply.
Education and Work Experience
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Approximately one or more years of supervisory or leadership experience is preferred, including demonstrated ability to organize and direct work; experience in a zoological institution, tourism, attraction-based, or nonprofit environment is a plus.
Skills, Knowledge, and Desired Qualities
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Demonstrates organization, flexibility, and time management skills, with the ability to manage multiple tasks, meet deadlines, and collaborate effectively across teams.
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Demonstrates basic math and cash handling knowledge, maintains proficiency with point-of-sale systems and standard computer applications, and demonstrates an interest in supporting conservation-focused and mission-driven work.
Other Requirements
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May be required to operate Zoo-owned vehicles (including golf carts), powered equipment, and/or ride or attraction systems. In such cases, must possess and maintain a valid driver’s license and an acceptable driving record in accordance with Zoo policy. A pre-employment Motor Vehicle Report (MVR) check will be conducted, and an annual MVR review is required.
HOURS OF WORK
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Work schedules are based on operational needs and may include any combination of weekdays, weekends, evenings, holidays, and special events.
ORGAZATIONAL COMMITMENT
Birmingham Zoo Inc. is committed to fostering a welcoming and inclusive workplace and encourages applicants with diverse backgrounds, perspectives, and experiences to apply. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. Birmingham Zoo Inc. is an Equal Opportunity Employer.
APPLICATION PROCESS
This job description outlines the general nature and level of work performed by employees assigned to this position and does not constitute an employment contract. The Zoo reserves the right to modify duties, responsibilities, and requirements at any time based on operational needs.
Employment with Birmingham Zoo Inc. is at-will and may be terminated by either the employee or the organization at any time, with or without cause or notice, in accordance with applicable law.
