Guest Experience Lead

Greater Cleveland Aquarium

Job Title: Guest Experience Lead (full time)

Department: Education and Interpretation

Reports to: Director of Education and Interpretation

General Summary of Qualities
The Guest Experience Lead is responsible for the day-to-day logistics and operations for the Guest Experience Associate team, ensuring that they have the training and resources they need to provide our guests with a fun and educational experience at the Greater Cleveland Aquarium.

Responsibilities

Maintain a high quality of guest service according to Jacobs Entertainment, Inc. mission statement and F.A.S.T. Track Values Statement.
Ensure that the Guest Experience Associate team follows overall operational procedures to meet the needs of all guests during their visit. Procedures include but are not limited to ticketing revenue, guest access, guest flow, interpretation, and informal education.
Maintain a full team of part-time and seasonal Guest Experience Associates, to facilitate operations and events. With the Director of Education and Interpretation, hire and train Guest Experience Associates, to maintain the highest standards of guest service.
Provide, coordinate, schedule, and track on-going training and work direction for Guest Experience Associates.
Offer guidance and coaching for staff as needed.
Create and issue a bi-weekly shift schedule. Track employee attendance and punctuality.
Organize and update daily Guest Experience Associate staff assignments, ensuring all operational needs of the day are covered by appropriately trained staff.
Host evening events in the Aquarium up to several evenings per month, ensuring staff and guest needs are met.
Count and verify revenue. Compare system totals with revenue in cash drawers to verify balances.
Assist with guest care, including but not limited to: first aid, emergency evacuations and lost and found.
Maintain the safety, cleanliness and organization of all work and break areas, both in view of the general public and behind the scenes.
Maintain constant interaction with our guests to ensure an excellent visitor experience.
Keep Director of Education and Interpretation informed of essential issues and offer solutions.
Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future.
Adhere to all appearance and uniform standards.
Maintain an open line of communication with Management.
Maintain a positive and professional demeanor during all interactions with guest, fellow employees, and vendors.
Ability to accept performance feedback in a professional manner.
Regular attendance to all scheduled shifts is considered an essential function of the job.
Arriving on-time for all scheduled shifts is considered an essential function of the job.
Other duties as assigned by the Director of Education and Interpretation.

Skills, Education, and Requirements

Must be comfortable working in a high energy environment with heavy public contact.
Must be able to count and verify revenue, and have consistently accurate cash handling abilities.
Ability to maintain courteous manner, be flexible and solve problems under a variety of circumstances
Must enjoy the team environment and interaction with coworkers and guests
Must be committed to providing enthusiastic service to Aquarium guests at all times
Must be able to work weekends, evenings and holidays as assigned.
Must have a High School Diploma, College Degree preferred.
Minimum of one-year in hospitality/tourist based operation preferred.
Previous cash handling experience preferred.
Must be willing to become certified in First-Aid, CPR and in AED usage.
Required to carry a radio.
Required to wear an approved Greater Cleveland Aquarium uniform during working hours.

To Apply
The Aquarium is an EOE employer. To be considered for this position, please submit resume and cover letter to Erin Carpenter, Director of Education and Interpretation,
ecarpenter@greaterclevelandaquairum.com.

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