Guest Service Associate

JOB SUMMARY: Demonstrate excellent representation of the aquarium at all times through a positive, can-do attitude and teamwork focused work ethic.  

Guest Service Associate role is an entry-level position that incorporates all aspects of guest operations. Responsible for providing excellent guest experience by assisting the Guest Services team in daily operations. 

Minimum Job Requirements: Must be willing to consistently provide guest service above and beyond expectations. 

1. Minimum 16 years of age.
2. Must have reliable transportation.
3. Must be able to work a minimum of 6-9 hours per shift.
4. Must be flexible and available on weekends, holidays, and summers; minimum three days a week during peak season (Memorial – Labor day), including one weekend day. 
5. Basic technology skills.

Essential Functions:

1. Must possess strong interpersonal skills and enjoy working with the public. Candidates must be comfortable speaking to a wide range of guests both informally and formally.
2. The ability to stand for several hours and frequently navigate around campus from position to position. 
3. Report for work punctually, working assigned schedule without excessive absences or requested time off.
4. Must be able to work both indoors and outdoors in a range of weather conditions including heat, cold, and all forms of precipitation. 
5. Must be willing to work both independently and as a team with fellow staff and volunteers. 
6. Proactively initiate appropriate contact with guests to provide interesting and helpful information about our campus and collections.   
7. Ability to adhere to a schedule and multitask in a fast-paced environment.
8. Fully train in all required Guest Services positions.
9. Able to work amongst large crowds with at times intense sound levels.

Other Job Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. If requested, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

1. Greet and welcome guests. Assist with ticket purchases online or at kiosks.
2. Using technology to scan ticket orders. 
3. Assist in operations of virtual reality: loading and unloading guests from pods, delivering safety protocols and starting the shows.
4. Working in close proximity with large marine mammals while assisting guests during our Marine Theater shows.
5. Assist in operations of school and camp group visits: unloading students from bus, directing drivers to bus parking, delivering safety protocols, 
6. Ensure appropriate safety guidelines are relayed appropriately to guests as needed.  
7. Maintain up-to-date knowledge of habitats, animal collection, programs and general aquarium information concerning campus activities and venues to provide accurate information to guests.
8. Respond to general inquiries, including but not limited to aquarium rates, membership, animal facts, and information in a knowledgeable, friendly manner.
9. Maintain knowledge of all aquarium emergency procedures, including guest and animal procedures and respond appropriately.  
10. Maintain professional demeanor and image per aquarium uniform guidelines.  
11. Be punctual and efficient while rotating between positions and when receiving breaks.
12. Ensure cleanliness of the facility and maintains the safety of our guests.
13. Demonstrates friendliness and has an enthusiastic, outgoing personality.  
14. Perform crowd control throughout the campus.
15. Staff after hour special events as needed.
16. Attend regularly scheduled departmental meetings and trainings.
17. Ensure all workstations are kept clean, safe, and orderly at all times.
18. Additional training in the following areas may be provided as business needs permit:
19. Use ticketing software to sell general admission and memberships, while properly processing all sales with credit cards and cash. 
20. Assist in operations of aerial course: loading and unloading guests from course, delivering safety protocols and maintaining knowledge of all safety procedures.

Safety/Security 

1. All employees are responsible for working in a safe manner at all times.
2. Every employee must properly use, and keep in good order, all personal protective equipment (PPE) supplied to them as protection from recognized hazards.
3. Every employee must report any unsafe condition.
4. Every employee must have a working knowledge of all Facility wide, and Department specific, safety procedures that relate to their position, including, but not limited to Emergency Evacuation, Lockdown Procedure, and Fire Extinguisher Use. 
5. Perform all other duties as assigned by supervisor.