Position: Guest Services Manager
Reports To: Director of Guest Experiences and Operations Integration ****
Position Summary:
The Guest Services Manager is responsible for ensuring the highest level of
quality service from our employees to Aquarium guests. The Guest Services
Manager will be responsible for managing daily activities associated with the
guest experience.
Essential Duties and Responsibilities:
Support and manage a team of Guest Services Supervisors and 40+ Guest Services
front line staff during daily Aquarium operating hours to ensure all visitors
are warmly welcomed and serviced during their visit.
Ensure Guest Services staff is trained and supervised to properly greet,
interact, and sell tickets, memberships, and Aquarium experiences.
Responsible for recruiting, interviewing, and hiring new Guest Services part
time staff.
Coordinate and implement event and party staffing needs with Group Sales
staff.
Become proficient in all Guest Services positions: cashier, information desk,
reception, member desk, 4D theater, birthday parties, events, tuki’s island
positions, porter, and supervising.
Supervise front desk activities to minimize LLPA’s exposure to loss, non-paid
entrance, and theft. Ensure all transactions are completed with accuracy and
all stations are properly accounted for and closed out and appropriate
supporting documentation is filed with the CFO.
Assist with labor management costs.
Responsible for the tactical training and development of Supervisors,
Explorers, and Explorer Guides.
Work with staff to ensure all areas accessed by the public are safe and clean
at all times.
Interact with guests to ensure visitor experience is very positive.
Handle sensitive guest recovery operations timely and professionally.
Support Guest Services staff to provide timely breaks/lunches and
direction/supervision during their shift.
Provide strong leadership, ongoing training, and skill development in dealing
with issues and or emergencies our guests may encounter.
Resolve and communicate all customer service issues to the Director of Guest
Experiences and Operations Integration.
Other duties as assigned by Director of Guest Experiences and Operations
Integration.
Education :
Associates Degree or Bachelor’s Degree preferred. Equivalent work experience
is acceptable. Past management experience preferred.
Critical Skills/Competencies:
Strong computer software skills and excellent oral and written communication
skills are required. Proficiency in all Microsoft Office applications
required.
**Scope of position:
**
Able to effectively communicate and manage the Guest Services team in creating
a world class experience for all Aquarium guests.
Physical Demands of the Job:
This job requires periods of standing and walking with little sitting. Light
lifting of 20-30 pounds may be required occasionally.
Special Working Conditions:
Heavy public contact is required, involving strong interpersonal skills,
extensive interaction with guests, members, donors, and other employees.
Available to work during regular daily operating hours of the Aquarium,
including weekends and holidays.
While this job description attempts to describe the essential functions of the
position, it does not prescribe or restrict the tasks that may be assigned. It
does not restrict management’s right to assign or reassign duties or
responsibilities to this job at any time.
Loveland Living Planet Aquarium is an equal opportunity employer committed to
hiring a diverse workforce and sustaining an inclusive culture. LLPA does not
discriminate on the basis of disability, veteran status or any other protected
class under federal, state or local laws.
Link to Apply:
https://workforcenow.adp.com/mdf/recruitment/recruitment.html?cid=8de87e82-aa91-4d17-afe8-e4dc682347f5&sid=THZnUGxhbmV0&jobId=147868&lang=en_US&source=CC3