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Guest Engagement Specialist

The National Aquarium
Baltimore, United States Posted: June 11, 2024

Guest Engagement Specialists are the daily supervisors for all Guest Engagement programming, ensuring that each guest has a world class experience while at the aquarium or on a paid tour. Daily duties include mentoring and assisting in the training of the Guest Engagement aides and volunteers, guiding and supporting the team to deliver unique and engaging interpretive programs, tours, and experiences that focus on conservation actions. Guest Engagement Specialists gather and disseminate daily updates to all operational teams, acting as an informational hub for aquarium staff and volunteers and ensuring all staff are able to provide positive, personalized experiences for guests.

  • As leaders in the Guest Engagement team, Specialists develop, evaluate, and provide a variety of interpretive programs such as exhibit interpretation, themed carts, formal talks, and paid tours, including sleepovers.
  • They have a strong floor presence, enthusiastically interacting with guests around the interpretation of exhibits, animals and conservation messages.
  • Guest Engagement Specialists regularly handle small animals for encounters as they provide various interpretive programs, including at the Living Seashore touch pool exhibit.
  • All programs, whether free, 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.
  • This position regularly works a minimum of one weekend day and occasionally works nights and special events. 
Essential Functions:
  • Develops, evaluates, and provides a variety of interpretive programs for aquarium guests, including:
  • Engaging programs using discovery carts, interpretive props, and the live animals within the Living Seashore exhibit.
  • Animal encounter presentations (on microphone).
  • Scripted interpretive presentations throughout the galleries.
  • Interactive programs that include audience participation for auditorium settings (on microphone).
  • Guided tours.
  • Supports the management team 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.
  • Create daily schedules for Guest Engagement aides and team of specialists.
  • Communicates plan of the day, tours sales and updated animal information to all front-line staff and volunteers.
  • Observe and provide 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.
  • Provides 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.
Experience Required
  • Bachelor’s degree in science, education, hospitality, theater, related field, or equivalent experience 1-2 years’ experience working in a non-formal education or tour/presentational setting preferred A.I. (National Association for Interpretation) Certification desired Strong presentation and public speaking skills Strong background in guest/customer service Efficient in computer programs such as Microsoft Word, Excel, and PowerPoint First Aid and CPR certification desired Able to work consistently during peak times (i.e. weekends, summer, holidays, etc.)
Further Comments
  • 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.
  • 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.
  • Medical,
  • Dental,
  • Vision,
  • 401(K) match and More!

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