At the Monterey Bay Aquarium, we are passionate about creating an inclusive workplace that celebrates and values diversity.

We firmly believe that having a team of diverse backgrounds and voices, working together, increases our capacity to serve our visitors and fulfill our mission.

We welcome people from all walks of life into our team and strongly encourage people of color, LGBTQ individuals, veterans, and people with disabilities to apply.

Job Summary :

Provide direct oversight of the daily Concierge Team operations : coordinate staff resources across various communication channels and maximize the number of guest-staff interactions and the high level of staff performance.

Motivate, coach, and evaluate Guest Experience Concierge staff. Using various feedback channels, identify guest services trends and propose process improvements to maintain industry leading hospitality.

Perform other duties as required.

Core Activities :

• Supervise Guest Experience Concierges. Oversee daily operations of the Concierge Team including staff schedules, protocols and procedures, customer service / recovery, technical trouble shooting.
• Respond to 2nd tier emails and voicemails on behalf of the Aquarium and several different focus areas (e.g. Education, visit planning, order assistance, visitor feedback, animals and exhibits), working from established service level agreements.
• Incorporate activities for staff development during weekly performance discussions, annual performance summaries. Deliver feedback based on guest comments, audience research, other MBA teams, and personal observations.
• Deliver relevant staff training and lead the creation of training materials for new programs and / or procedures.
• Recommend and implement enhancements or changes to processes and procedures to increase team performance and guest experience.
• Perform Concierge staff functions as needed including but not limited to answering the Concierge phone line, responding to email and voicemail inquiries, ticket and membership transactions, knowledge of the Aquarium’s exhibits and programs.
• Work with Guest Experience Business Analyst to support work with ticketing system.
• Provide additional operational support as needed. (e.g., floor support, Education / Free to Learn group check in, visiting colleagues, tour / Underwater Explorers check in, etc. )

Preferred Knowledge, Skills & Abilities (KSAs) :

• Bachelor’s degree in business, communications, hospitality or related field; or equivalent combination of education, training and experience
• 1-3 years supervisory experience
• Excellent oral and written communication skills
• Ability to work within the Aquarium Brand and Identity Guidelines.
• Experience with data collection and analysis
• Excellent problem-solving skills; ability to exercise independent judgement and decision making
• Self-motivated, detail oriented, and excellent time management
• Proficiency in PC environment and strong working knowledge of MS Office suite
• Knowledge of Tessitura ticketing system, Freshservice Service Management system, Zoom and / or Smartsheet
• Ability to converse in Spanish
• Must be comfortable in fast-paced, high-volume environment
• Available to work both weekdays and weekends, as well as holidays
• Ability to work within, and maintain Monterey Bay Aquarium’s Core Values

Physical Requirements to Perform Essential Job Functions :

• Typical office equipment
• Constant sitting, standing, walking, bending
• Occasional unassisted lifting up to 50 lbs
• Typical office environment, main aquarium and exhibits, occasional offsite events

Hourly Compensation Range :

$26.83- $30.77per hour. The starting rate will vary based on previous experience and relevant skills / knowledge set.

Last updated : 2024-05-21