Assistant Manager, Guest Programs

The Assistant Manager of Guest Programs is responsible for assisting the Manager of Guest Programs in overseeing interpretive team members and programs ensuring that a safe, interactive, and engaging experience is available for all aquarium guests. The main responsibilities of this position include scheduling and supervision of Guest Programs Team Specialist Staff and Volunteers, coordination, and implementation of public and educational programs, ensuring guest and animal safety procedures are followed, and assisting with evaluations of interpretive team members. The focus of this position is to oversee Guest Programs staffing for public and educational programming including floor engagement, backstage tours, celebrations, proposals, sleepovers, after hour special events, and special day events (e.g., World Oceans Day); assist in the planning and implementation of departmental programming; and supervision of gallery and floor operations. The Assistant Manager serves as the facility’s acting manager on duty in the absence of the Manager and Sr. Manager of Guest Programs and will be required to act in this role to ensure guest satisfaction and service recovery goals are met.                      

Responsibilities:

• Scheduling and supervision of team members working in various positions, including public engagement areas, backstage tours, celebrations, proposals, sleepovers, special events, special day themed events, and interpreters leading scripted presentations in galleries.
• Assisting in the creation, planning and implementation of departmental programming.
• Supervising general floor and gallery operations.
• Ensuring all animal and guest safety procedures are followed.
• Assist with evaluation of team members’ performance.
• Ensuring guest satisfaction throughout the aquarium floor.
• To perform other duties as workload necessitates.   

Qualifications:

• At least one year of customer or guest service management and/or education experience in a zoo, aquarium, theme park or hospitality setting required.
• Supervision experience of staff preferred.
• If no supervision experience, candidate must be able to demonstrate the ability to inspire, lead and develop team members.
• Must be flexible and able to work holidays and weekends, and hours outside of normal business hours.
• Demonstrate ability to develop partnerships and good working relations with others.
• Demonstrate knowledge of wildlife conservation and environmental issues.
• Demonstrated awareness and understanding of customer service and service recovery.
• BA/BS in Education, Hospitality/Event Management, Training, Biology, or related area preferred.
• Proficiency with Microsoft Office Products   

Physical Demands & Work Environment:

• The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by the job include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus.   
• While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.
• The noise level in the work environment is usually moderate.     

Commitment:

• I commit to Georgia Aquarium, Inc. to be a part of the following:

Mission:

• Georgia Aquarium is a nonprofit committed to inspiring awareness and preservation of our ocean and Aquatic animals worldwide.

Vision: 

• To be the Premier Aquarium in the World for Science, Entertainment, Education and Conservation.

Values:

• Respect, Teamwork, Integrity, Innovation, Leadership, Excellence, Appreciation & Inclusion