Job Overview
Employment Type
Full-time
Compensation
Salary
Range $60,000.00 - $70,000.00
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
Employee Recognition Program
Job Description
The hiring establishment is a renowned Aquarium that serves as a premier destination for tourists and locals to engage with marine life and aquatic exhibits. This well-established institution is dedicated to providing an exceptional visitor experience while also focusing on conservation, education, and entertainment. The Aquarium operates as a leading attraction in the leisure and tourism industry, combining entertainment with valuable educational opportunities to inspire guests of all ages. Employing a team-oriented approach, the Aquarium values leadership, innovation, and a commitment to guest satisfaction across all departments.
The position available is for a Guest Experience Manager, a full-time role with a competitive salary range of $60,000 to $70,000 annually. This key leadership role is responsible for overseeing the efficiency and overall guest experience throughout the Aquarium, particularly within the Admissions, Guest Experience, and Custodial departments. The Guest Experience Manager plays a crucial role in shaping the visitor journey by driving operational excellence and fostering a welcoming and safe environment. Responsibilities include motivating and inspiring team members through positive leadership practices such as role modeling, feedback, recognition, respect, and open communication.
This position involves significant involvement during both the pre-opening or commissioning phase and the ongoing operational phase of the Aquarium. During pre-opening, the manager aids in developing and testing operational policies, recruiting and training staff, and establishing schedules and procedures to ensure seamless operations from day one. The role also entails collaboration with various departments like Life Sciences and the Aquarium Foundation to ensure exhibits and programs are guest-ready and engaging. Once operational, the manager oversees daily departmental activities, monitors guest flow and safety, analyzes sales and market trends, and coordinates staff scheduling to optimize coverage and guest satisfaction.
Key duties include supporting guest programs such as back-of-house tours and special events, assisting with facility readiness, managing budget considerations, and participating in the Duty Manager program. Leadership responsibilities extend to training, coaching, conducting performance appraisals, and promoting team engagement to reduce turnover. The manager works closely with internal and external teams to uphold the highest standards of animal care and guest interaction. Additional tasks may involve aiding in café and parking operations and coordinating event logistics and technology maintenance.
The ideal candidate for this role will possess 3-5 years of leadership experience, preferably in tourism or a related field, with a proven ability to manage diverse teams effectively. Excellent communication, problem-solving, and decision-making skills are essential, alongside proficiency in Microsoft Office applications. Physical requirements include the ability to stand for long periods and lift up to 50 pounds. This role demands flexibility in work schedules, including weekends, holidays, and overtime, to meet the dynamic demands of a seasonal leisure business environment. Overall, the Guest Experience Manager position is integral to delivering unique, memorable, and high-quality experiences to all visitors of the Aquarium while maintaining smooth operational flow and exemplary team performance.
The position available is for a Guest Experience Manager, a full-time role with a competitive salary range of $60,000 to $70,000 annually. This key leadership role is responsible for overseeing the efficiency and overall guest experience throughout the Aquarium, particularly within the Admissions, Guest Experience, and Custodial departments. The Guest Experience Manager plays a crucial role in shaping the visitor journey by driving operational excellence and fostering a welcoming and safe environment. Responsibilities include motivating and inspiring team members through positive leadership practices such as role modeling, feedback, recognition, respect, and open communication.
This position involves significant involvement during both the pre-opening or commissioning phase and the ongoing operational phase of the Aquarium. During pre-opening, the manager aids in developing and testing operational policies, recruiting and training staff, and establishing schedules and procedures to ensure seamless operations from day one. The role also entails collaboration with various departments like Life Sciences and the Aquarium Foundation to ensure exhibits and programs are guest-ready and engaging. Once operational, the manager oversees daily departmental activities, monitors guest flow and safety, analyzes sales and market trends, and coordinates staff scheduling to optimize coverage and guest satisfaction.
Key duties include supporting guest programs such as back-of-house tours and special events, assisting with facility readiness, managing budget considerations, and participating in the Duty Manager program. Leadership responsibilities extend to training, coaching, conducting performance appraisals, and promoting team engagement to reduce turnover. The manager works closely with internal and external teams to uphold the highest standards of animal care and guest interaction. Additional tasks may involve aiding in café and parking operations and coordinating event logistics and technology maintenance.
The ideal candidate for this role will possess 3-5 years of leadership experience, preferably in tourism or a related field, with a proven ability to manage diverse teams effectively. Excellent communication, problem-solving, and decision-making skills are essential, alongside proficiency in Microsoft Office applications. Physical requirements include the ability to stand for long periods and lift up to 50 pounds. This role demands flexibility in work schedules, including weekends, holidays, and overtime, to meet the dynamic demands of a seasonal leisure business environment. Overall, the Guest Experience Manager position is integral to delivering unique, memorable, and high-quality experiences to all visitors of the Aquarium while maintaining smooth operational flow and exemplary team performance.
Job Requirements
- ability to stand for long periods of time
- ability to read, listen and communicate effectively in English both verbally and in writing
- ability to access and accurately input information using a moderately complex computer system
- hearing and visual ability to observe and detect signs of emergency situations
- ability to lift and carry up to 50 pounds
Job Qualifications
- three to five years in a leadership role
- experience managing diverse teams
- exceptional leadership skills
- verbal and written communication skills
- experience working within departmental budgets preferred
- strong listening, presentation, and decision-making skills
- commercially minded with the ability to analyze, understand and anticipate guests' needs
- technically proficient in Microsoft Excel, Outlook, PowerPoint, and Word
- creative problem solver
- energetic and eager to tackle new projects and ideas
Job Duties
- assist with the development, implementation, and testing of operating policies and procedures for the guest experience department including admissions, guest services, custodial readiness, guest flow, opening/closing routines, and incident reporting
- assist with the development of guest programs including paid back-of-house tours, birthday parties, and stingray feeds
- recruit, onboard, train, and prepare guest experience team members to deliver consistent, high-quality guest service from opening day forward
- develop department training materials, checklists, operating guides, inspection forms, guest service standards, and performance expectations
- build initial staff schedules and coverage models for admissions, guest experience, custodial, event support, and peak-day operations
- participate in pre-opening facility walkthroughs to identify guest-facing issues, cleanliness concerns, safety risks, signage needs, wayfinding gaps, exhibit-readiness concerns, and operational pinch points
- manage the daily operation of the guest experience department including admissions, guest experience, and custodial functions
- implement the operating policies and procedures for the guest experience department
- analyze sales figures, guest satisfaction, and market trends to anticipate needs and recommend strategies and products to meet revenue and guest expectations
- observe and report on daily facility conditions and situations to the operations manager
- develop, manage and oversee staff scheduling across departments to ensure efficient and appropriate coverage
- ensure the facility is clean, safe, and presented to the highest quality standards
- monitor sales to recommend strategies to increase revenue opportunities
- monitor and manage guest experience and flow to ensure a safe and enjoyable journey
- lead and manage the guest experience team in its goal of delivering unique and memorable experiences to guests
- ensure the implementation of department training programs to achieve the best key performance indicators
- participate in the duty manager program
- train and coach team members with necessary skills and knowledge to perform their jobs
- conduct team member performance appraisals in a timely, fair and constructive manner to promote personal and career growth
- entertain, engage and empower team members to reduce turnover and increase retention
- motivate and inspire team members to perform at their very best through role modeling, providing feedback, rewarding and recognizing, respecting and frequent communication
- work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout the aquarium
- ensure all animal welfare and care standards are upheld and enhanced
- collaborate with other operations team managers to cross-train staff and proactively adjust labor during low-demand periods while maintaining guest service, safety, and facility presentation standards
- coordinate with vendors for operation and repair of aquarium interactive technology
- coordinate activation event logistics
- ensure all opening and closing checklists are performed daily
- ensure the cleanliness and daily readiness of all exhibits
- keep neat and accurate operational records and logs including inspection reports, training logs, and incident reports
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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