Guest Engagement Specialist

General Purpose:

Guest Engagement Specialists deliver unique and engaging interpretive programs, tours, and experiences that focus on conservation actions for Aquarium guests. All programs, whether paid or included with admission, are crafted to help tell the story of the National Aquarium, the animals that reside there, the people that work there, and to inspire conservation of the world’s aquatic treasures. Guest Engagement Specialists enthusiastically interact with guests around the interpretation of exhibits, animals and conservation messages. They develop and evaluate interpretive programs for a variety of experiences including exhibit interpretation, mobile carts, formal talks and paid tours. May also coordinate and plan special events. Daily responsibilities may include handling small animals for encounters as part of a variety of interpretive programs, spending a portion of each day engaging with guests at our Living Seashore touch pool exhibit, and facilitating a percentage of the guided tours and programs, including sleepovers. Other daily duties include mentoring and assisting in the training of the Guest Engagement Aides and assisting in the supervision and training of adult and youth exhibit guide volunteers. Guest Engagement Specialists are the daily supervisors for all Guest Engagement programming, ensuring that each person has a world class experience while at the aquarium or on a tour. They communicate daily updates to all operational teams. This position regularly works a minimum of one weekend day and occasionally works nights and special events. 

Essential Functions:

Develops, leads and evaluates a variety of educational programs for aquarium guests. Including:

• engaging programs using discovery carts, interpretive props, and the live animals within the Living Seashore exhibit.
• animal encounter presentations.
• scripted interpretive presentations throughout the galleries.
• interactive programs that include audience participation for auditorium settings.

guided tours.

• Supports the manager with the scheduling, training and evaluation of Guest Engagement aides, interns, and exhibit guide volunteers.
• Develop teaching tools and interpretive strategies for staff and volunteers.
• Provide daily schedules for Guest Engagement aides and team of specialists.
• Communicates plan of the day, tours sales and updated animal information to front line staff and volunteers.
• Provides feedback to peers.
• Models and provides world-class guest service to all guests and represents the National Aquarium in a positive way.
• Responds to guest and internal requests via email or phone, relating to tours or otherwise, in a timely, professional manner.
• Provides clear, professional, courteous communication and maintains excellent working relationships with other aquarium departments.
• Occasionally coordinates special events.
• Occasionally serves community beyond Aquarium to support public relations team.
• Provide updates of education content and tours availability for website and onsite digital screens as needed.
• Adheres to all organizational and departmental policies and procedures.
• Other duties as assigned or required; may work within other departments as needed.

Qualifications/Position Requirements:

• Bachelor’s degree in science, education, hospitality, theater, related field, or equivalent experience
• Experience working in a non-formal education or tour/presentational setting preferred
• Strong presentation and public speaking skills
• Strong background in guest/customer service
• Efficient in computer programs such as MS WORD, EXCEL, and PowerPoint
• First Aid and CPR certification desired
• A.I. (National Association for Interpretation) Certification desired
• Able to work consistently during peak times (i.e. weekends, summer, holidays, etc.)

Competencies:

Must be able to clearly and enthusiastically communicate with aquarium guests and staff, including over the phone. Must be comfortable public speaking in many different settings, including on the microphone to large groups.  Must have good decision making skills and be willing to work in a fast paced environment with little to no supervision.  Must show flexibility with last minute changes and handle high pressure situations. 

Problem Solving:

Develops and researches programs and assists with evaluation studies. Assists in the supervision of entry-level staff.

Human Relations:

Daily contact with diverse staff and guests. Assists the Guest Engagement and Tours Managers in working with other aquarium teams to promote guest engagement programs and the National Aquarium in general. Can communicate effectively with staff at all levels of the Aquarium. 

Accountability:

Accountable for coordinating guest education programs including formal and informal interpretation, preparation of written materials, and daily scheduling of staff. Help create a positive work environment.

The National Aquarium is committed to diversity and invites individuals who bring a diversity of culture, experience and ideas to apply.

ABOUT THE NATIONAL AQUARIUM

The National Aquarium in Baltimore, Maryland, is a nonprofit organization that’s changing the way humanity cares for our ocean planet. The Aquarium’s award-winning habitats are home to thousands of animals representing hundreds of species of fish, birds, amphibians, reptiles and mammals. We are proud to be accredited by the Association of Zoos and Aquariums, and strive to meet or exceed AZA standards in all aspects of animal care and welfare. A dedicated team of full- and part-time employees and volunteers drives the Aquarium’s mission to inspire conservation of the world’s aquatic treasures. More than a million guests visit the Aquarium each year, and millions more participate in its conservation, education and engagement initiatives.

Our Culture

The National Aquarium opened in 1981 as a visitor attraction and has evolved into a conservation organization that operates a world-class aquarium. Our core values—integrity, innovation, service, excellence, and engagement—form the basis for our beliefs about our organization, our colleagues and ourselves, and serve as the framework to guide our behavior and actions to achieve our mission. Through unparalleled exhibits, science-based education programs and hands-on field initiatives, the Aquarium is at the forefront of efforts to connect people with the natural world and raise awareness of the challenges facing our ocean.

Our Mission and Goals

By connecting people with nature, the Aquarium drives conservation action for the benefit of people, animals and the planet. The Aquarium’s mission—to inspire conservation of the world’s aquatic treasures—begins within the walls of its buildings, but it does not end there. The Aquarium protects, enhances and restores natural resources through education and engagement, habitat restoration, animal rescue and sustainable business practices, with its conservation work guided by three overarching goals—to combat climate change, save wildlife and habitats, and stop plastic pollution.