Guest Experience Associate

Position Summary 

This position will deliver a unique, engaging and entertaining experience to all guests and is responsible for providing exemplary service in a professional and courteous manner.  This role will also deliver a positive guest experience, while maximizing sales and providing memorable guest moments. 

Duties & Responsibilities 

• Adhere to company policies and procedures.  

• Strive to achieve customer satisfaction KPIs in order to meet and exceed guest expectations.   

• Educate, entertain and inspire guests throughout their Aquarium journey.   

• Manage animal and guest interactions to ensure a safe and positive experience for everyone.  

• Observe and report daily facility conditions and situations to the Guest Experience Manager and Supervisor.   

• Ensure programs and presentations are on time and as per the published schedule.   

• Keep up-to-date on all new products and offerings.  

• Keep up-to-date with all new animals within the Aquarium.  

• Recommend sales opportunities that will add to the guest experience.   

• Provide unique and memorable experiences to guests.  

• Attend training programs to achieve the best guest experience.   

• Ensure the facility is clean, safe and presented to the highest of standards.  

• Ensure all admission and sales data is captured to maximize reporting potential.    

• Monitor and manage guest experience and flow to ensure a safe and enjoyable journey.   

• Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station.   

• In collaboration with the Life Sciences Department, ensure animal welfare and care standards are upheld.  

• Be part of a team that motivates and inspires each other to perform at their very best, through respect and frequent communication.   

• Assist in other departments as required.  

• Monitor and report any animal care or welfare concerns to Life Sciences Department. 

Experience, Skills & Qualifications 

• Previous experience in a customer, retail or guest services position preferred.   

• Some cash handling experience is preferred.   

• Excellent verbal and communication skills required.   

• Strong listening, presentation and decision-making skills.  

• Ability to anticipate guests’ needs.  

• Technically minded, with ability to learn the Point of Sale system. 

• Creative problem solver who thrives when presented with a challenge.  

• Energetic and eager to tackle new projects and ideas. 

Abilities  

The individual must possess the following abilities to perform the essential functions of the job, with or without reasonable accommodation, using some or a combination of the abilities.  

• 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. 

Other 

• Upon employment all team members are required to comply with the standards, rules and regulations, which may be established by the Company and updated from time-to-time. Team members who violate property rules or have irregular attendance will be subject to disciplinary action, up to and including termination of employment.  

• The leisure business functions seven days a week. Due to the seasonal nature of the industry, team members may be required to work varying schedules, weekends, holidays and overtime to reflect the business needs of the property. Team members may also be required to attend group and/or department meetings in addition to the work shift as necessary.   

• This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform.