Guest Experience & Operations Supervisor

Job Details

Type: Full-Time Hourly - $20 per hour

Schedule: 8-hour shifts, including weekends, holidays, and events

Benefits: Health, Dental, Vision Insurance, Paid Time Off

Position Summary

The Guest Experience & Operations Supervisor supports and oversees daily front-of-house operations across Admissions & Attractions, Guest Experience, Food & Beverage, and Housekeeping. This role ensures the aquarium delivers a safe, efficient, and memorable experience for all guests while supporting team leadership, revenue generation, and daily operations.

This position plays an important role in driving revenue through retail, food & beverage, attractions, and guest experiences by training staff on upselling, promoting experiences, and encouraging guest engagement throughout their visit. Success in this role includes improving guest experience, team performance, and per-cap spending.

This is a hands-on leadership role. We are looking for someone who leads from the floor, brings energy to the team, enjoys interacting with guests, and can keep things running smoothly while creating a fun and engaging environment for visitors and staff. We operate as one team across all departments, and this role is expected to work collaboratively throughout the facility, supporting animal care, special events, off-site presentations, and animal experiences, as needed to ensure the best possible experience for our guests.

Duties & Responsibilities

Front-of-House Operations & Attractions

• Oversee daily front-of-house operations including admissions, retail, food & beverage, attractions, and guest flow
• Ensure the facility is clean, safe, organized, and guest-ready
• Manage guest flow and staffing coverage during daily operations and peak attendance
• Oversee operations of attractions such as paddle boats and carousel, ensuring safety and efficiency
• Support special events, high-volume days, and large group visits
• Look for opportunities to improve guest flow, guest experience, and revenue opportunities throughout the facility
  
  

Food, Beverage, Retail & Revenue

• Support and drive retail and food & beverage sales performance
• Train and encourage staff to upsell experiences, retail items, food, beverages, and attractions
• Assist with merchandising, product presentation, and point-of-sale promotions
• Monitor inventory levels and communicate restocking needs
• Help identify opportunities to increase per-cap spending and overall guest revenue
• Encourage team members to actively engage guests and promote available experiences and products
  
  

Team Leadership

• Lead, coach, and motivate Guest Experience team members on energy, efficiency, and sales
• Assist Guest Experience Manager with hiring, training, scheduling, and staff development
• Create a fun, energetic, and positive work environment
• Train staff on guest engagement, upselling, and guest service standards
• Ensure staff are following procedures, providing great service, and maintaining safety standards
• Supervise guest experience staff, volunteers, and educators on the floor with and assisting operations wherever needed
  
  

Guest Experience

• Ensure guests receive excellent service and have a fun, memorable visit
• Resolve guest concerns professionally
• Maintain a welcoming, engaging, and high-energy atmosphere throughout the facility
• Look for opportunities to create memorable moments for guests
• Work with other departments to ensure a seamless guest experience
  
  

Events & Collaboration

• Ensure successful execution of activations, events, birthday parties, school groups, and high-attendance days
• Support other departments as needed to ensure overall facility success. Foster a “one-team” culture.
• Ensure guest experience aligns with exhibit storytelling, programs, and animal encounters
• Contribute to a positive, team-oriented culture where everyone works together and helps wherever needed
  
  

All other duties as assigned.

Experience, Skills & Qualifications

• Minimum 2 years in a supervisory role in attractions, theme or water parks, entertainment, hospitality, or food & beverage related industry required.
• Experience with retail, food & beverage, attractions, or other revenue-generating environments required.
• Excellent verbal, communication, and leadership skills with proven supervisory experience.
• Strong listening, presentation and decision-making skills.
• Creative problem solver who thrives when presented with a challenge.
• Energetic and eager to tackle new projects and ideas.
• Commercial understanding and the ability to anticipate guests’ needs.
• Ability to train staff on guest engagement, upselling, and promoting experiences, food, beverages, and retail items.
• Understanding of sales goals, per-cap spending, and revenue generation is preferred.
• Technically minded and proficient in Microsoft Office Excel, Outlook, PowerPoint and Word.
  
  

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 or walk 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.

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