JOB DESCRIPTION

Guest Services Representative

Reports to : Guest Services Supervisor

Status: Full-time, hourly, benefitted position. Part-time hourly positions, 20-28 hours per week, with benefits.

Hours of work: Shifts are generally between 6 and 9 hours in length within the hours of 9am and 6:30pm. Regular weekend and holiday availability is required. Occasional need for after-hours work as related to events and other projects.

Position description:

Water is life. Water connects us all. Join Seattle Aquarium in leading marine conservation and environmental stewardship. We are seeking a Guest Services Representatives to join our Guest Experience Team. This position requires a passion for fast-paced connections with diverse people, as we see guests from across the community and around the world. GSRs are responsible for selling admission, providing information, assisting with wayfinding, and serving as a first point of contact for the aquarium in person, online, and via telephone. Your role also educates about admission prices, memberships, education programs, exhibits, and events. As we work with people of all ages and backgrounds, the ideal candidate will exhibit experience handling difficult situations with grace, empathy, and a sense of humor.

Strong preference will be given for proficiency in a second language: Spanish, Chinese, Korean, Tagalog, Lushootseed, or Japanese preferred.

What we're looking for:

Candidates will be evaluated on the full range of their lived and learned experience and core competencies. The successful candidate will demonstrate the following:

Required Knowledge, Skills, and Abilities:

• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Service-oriented - Actively looking for ways to help and engage people so that they feel welcome and interested in our services and mission.
• Communication - Communicating and providing resources to others to convey information effectively and ensure they have a safe and positive experience at the aquarium.
• Multi-tasking - Ability to balance customer service and engagement while multitasking sales such as prices, joint tickets, and memberships, and be able to advise guests on making the best choices.
• Sales and Promotion - Drive to provide quick and accurate selling and promoting of products or services. Calculating total purchases, receive and process cash or credit payment while maintaining accurate financial records.
• Technological use - Experience with mobile technology, especially iPod/iPhone and iPad.
• Ability and passion to work well with a diverse team environment.

• Experience in a similar ticket/admissions-based organization.
• Six months customer service and point of sale experience.

This Positions' Essential functions:

• Greet ticket holders and aquarium members each day creating a welcoming environment while providing an easy and smooth payment admissions experience.
• Provide operational support through crowd and line management, both inside aquarium entrances and outside on the pedestrian pavilion.
• Receive payments from the public for admissions, events, programs, and online points of sale. Sell and renew Aquarium memberships. Educate guests on donation opportunities and encourage individual contributions to support the aquarium's conservation work.
• Operate Virtual Reality experience for Aquarium guests including selling tickets, assisting guests with headsets and pods, and cleaning between use.
• Occasionally assist evening event rentals by greeting guests, providing navigation assistance for vendors, and answering guest questions.
• Ability to process payments responsibly, accurately, and consistently. Make daily deposits and handle cash.
• Wear Aquarium uniform, adhere to aquarium dress code, and keep work area clean at all times.
• Participate in regularly scheduled cashier team meetings and general all-staff Aquarium meetings.
• Educate and orient school age youth, families, and other visiting groups about visit expectations, guidelines, and payment process.
• Perform other related duties of a comparable level/type as assigned. Examples: assist with data reconciliation projects, VR pod support, and ticket inventory.

Working conditions :

• Sitting and standing for long periods; moving/lifting (25 pounds); consistent keyboarding/manual dexterity required 80% of time.
• Clear diction and acute hearing are necessary for effective communication with guests and coworkers. Comfort with high-volume communication with a diverse public including children, elders, multilingual people and the general public via telephone, email, and in person.
• Must be able to use excellent judgement and deal with customers who may be at times verbally or physically inappropriate, disoriented, or frustrated.
• Must be flexible to work variable hours, including holidays and weekends. Occasional evening events as needed by team.

Salary and benefits:

$20.14 per hour. Full-time staff are eligible for the Seattle Aquarium's comprehensive benefits package to include medical, vision, dental, an employer-funded health reimbursement account, medical and dependent care flexible spending accounts, life insurance, long-term disability, 403b retirement fund with employer match, access to a subsidized ORCA pass, a Seattle Aquarium Family Plus membership. The Seattle Aquarium offers vacation, sick time, and 13 floating holidays to full-time employees.

$20.14 per hour. Please include pay expectations in your materials. Part-time staff are eligible for the Seattle Aquarium's part-time benefits package, which includes paid sick time, medical, vision, an employer-funded health reimbursement account, a flexible spending account, an Aquarium Family Plus membership and access to a subsidized ORCA pass. The Seattle Aquarium offers sick time to part-time employees.

How to apply: The Seattle Aquarium is a progressive, equal-opportunity employer that values a diverse workforce. One of our core values is fostering an inclusive community, and we want our staff to reflect our community. To that end, we encourage diverse candidates to apply, including but not limited to Black, Indigenous and People of Color applicants and members of the LGBTQIA community.

Interested candidates should upload a resume to our online application to be considered. Application review will begin immediately.

Note: Must pass a background check, upon job offer, to be eligible for this position.

About the Seattle Aquarium:

The Seattle Aquarium is a respected authority on Puget Sound, the Salish Sea and the world's one ocean. Our passionate staff increases awareness and drives the change needed to preserve and protect our marine environment by providing an inspiring visitor experience, engaging daytime and evening events, conservation education programs for people of all ages and backgrounds, community outreach to marginalized populations, research that advances understanding of animals in our care and their counterparts in the wild, advocacy and policy work, an award-winning volunteer program, high-impact marketing and communications, and more.

Our values, developed in conjunction with our staff, include commitments to adopting and promoting sustainable practices, creating awe-inspiring experiences, constantly learning and improving, fostering an inclusive community, maintaining scientific credibility through evidence-based practices and honoring our unique place by using our location and history as a lens for larger understanding.

Proudly accredited by the Association of Zoos & Aquariums, we're among the top 10 aquariums in the U.S. by attendance, and we welcome over 850,000 people each year. Guided by our mission of Inspiring Conservation of Our Marine Environment, we're working to substantially increase our conservation impact by expanding our campus with a new building, the Ocean Pavilion. Learn more at SeattleAquarium.org.

Timeline:

We anticipate the following recruiting schedulefor those candidates who are selected for consideration.The following dates are preliminary and subject to change.We will work with candidates to set interview dates.If hired, relocation assistance is not available.

• Priority given to applications received within the first two weeks of posting.
• Interviewscompleted by mid-May
• Start date: May-June 2024