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Associate Manager of Visitor Experience

New England Aquarium
Boston, United States Posted: August 25, 2023

The Associate Manager of Visitor Experience is responsible for overseeing Visitor Assistants and Lead Visitor Assistants in their day-to-day work, and for ensuring the visitor experience at the Aquarium operates smoothly, safely, and efficiently to create a welcoming first impression and a positive lasting impression.

This is a full-time regular position offering a comprehensive benefits package. The schedule will be Sunday - Thursday. Shifts will be 7 hours with some flexibility on shift start and end times. Work must be conducted between the hours of 8a - 6p EST. Work can be conducted remotely one day per week, but remote days must be on Tuesday, Wednesday, or Thursday. Remote days are only available for residents of MA, RI, NH, ME, NY and VT.

  • Directly supervise Visitor Experience staff in their day-to-day functions and help to create an environment defined by excellent customer service, communication, and fun. Help establish high standards for staff and ensure accountability to those standards through positive reinforcement and incentive programs. Conduct performance evaluations and address performance issues as needed.
  • Develop and implement policies and practices for screening, hiring, and onboarding enthusiastic staff who demonstrate good judgment and a strong work ethic.
  • Maintain consistent communication with Talent and Culture to ensure hiring and payroll procedures and paperwork are completed in a timely fashion, and to ensure that any staffing issues are resolved quickly and appropriately.
  • Create daily schedules based on anticipated attendance and functional needs. Adjust schedules as needed to be responsive to changing conditions. Manage staff time-off requests and timecards.
  • Regularly cover shifts in the Ticket Booth, Information Desk, Simons Theatre, and on the floor in order to observe, coach, and model standards for visitor interactions and customer service.
  • Provide strong leadership for team and demonstrate quick problem-solving and flexibility. Courteously respond to customer service complaints as they arise and refer to Director as needed.
  • Ensure all operational systems are in place for the Aquarium's timely opening and for safe and efficient operation throughout the day. Resolve operational issues as they arise, consulting the Emergency Response Team as needed.
  • In consultation with the Director, manage and adjust ticketing time slots to ensure the main building is operating at a safe capacity that maximizes ticket sales while maintaining a comfortable experience of exhibits.
  • Work with Teen Programs to ensure the hiring, training, scheduling, and management of the teen interns meets the needs and expectations of their programs and the Visitor Experience department.
  • Regularly coordinate with staff in other departments including Conservation Learning, Group Sales & Reservations, Animal Care, Events, Membership, Development, Finance, Information Technology, Facilities, and Marketing & Communication to ensure that all Main Building operations are running smoothly.
  • Regularly coordinate with external partners such as Gift Shop, CafĂ© and catering, Security, Boston Harbor City Cruises, CityPASS, GoCity, Duck Tours, Ben & Jerry's, and other third parties as they relate to customer service, ticketing, and the overall visitor experience.
  • Ensure that the Information Desk and Ticket Booth registers balance at the end of the day and perform basic coupon and cash corrections when necessary.
  • Serve as Operations Chief of Staff & Visitors during emergencies, regularly train staff on emergency procedures, and keep up-to-date with changes to the Emergency Management Plan.
  • Perform other related duties, as assigned.
Minimum Training and Experience
  • Bachelor's degree and 3 years of related experience in operations of a busy cultural institution or tourist attraction required.
  • Experience managing staff in a customer service environment.
Knowledge, Skills and Abilities
  • Strong supervisor of staff with ability to ensure staff are capable of delivering on the mission of the Visitor Experience department.
  • Demonstrated ability to create a positive work environment and to maintain staff morale and team spirit.
  • Strong customer service and operations experience in a fast paced, high volume environment.
  • Ability to multi-task and deal with challenging visitor situations.
  • Self-directed and resourceful problem solver.
  • Willingness to have flexible schedule including weekend work.
  • Passion for the mission of the New England Aquarium.
  • Willingness to participate in our First Aid Responder program

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