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The Guest Relations Assistant Manager oversees a 7 day-a-week high volume guest-facing operation that provides an efficient, high-quality guest experience from entry to departure. In this role, you are expected to embrace and model excellent customer service, run efficient business operations and develop high team morale, while managing the day-to-day guest-facing floor operations of the aquarium. The Assistant Manager serves as a role model for the team in partnership with the Guest Services Manager.
About us:
As a Herschend Family Entertainment property, Adventure Aquarium is in the business of creating memories worth repeating by greatly exceeding guest expectations, serving others, creating emotional connections, and seeking constant improvement. Stewardship, guest satisfaction, and team member satisfaction are our core areas of focus. We aim to be a great place to work for great people by leading with patience, kindness, humility, respect, unselfishness, forgiveness, truthfulness, and trust. Together, we will create emotional connections that will last a lifetime!
What you’ll do:
- Oversee the daily functions of the frontline floor staff through hands-on leadership
- Monitor guest feedback to look for guest trends and use good judgment to resolve onsite complaints to the guest’s satisfaction
- Coach, guide, and create an environment where people work as a team, and empower each other by being patient, kind, humble, respectful, selfless, forgiving, honest and committed when interacting with one another and the guests
- Engage and educate guests about the aquarium and its exhibits/animals
- Assist all guests of the aquarium (to include members and groups) with their ticketing needs, including general admission, tours and special events
- Work collaboratively with other departments including but not limited to Marketing, Husbandry, Safety, Security, and Retail/Photo
- Inspect all locations prior to opening, throughout the day, and after closing, ensuring all areas meet the expectations in the areas of cleanliness, safety, appearance, and experience
- Hold team accountable for their actions, provide positive feedback, and ensure Adventure Aquarium standards are met
- Ensure proper cash protocols are being followed by team members, including auditing and revenue discrepancy reporting
- Perform team member duties as needed
- Resolve guest concerns as needed
- Attend all Aquarium training programs and demonstrate an ongoing understanding of animals, exhibits, programs, visitor information, offers, and policies/procedures
- Ensure all paperwork is properly filled out and filed at end of each day
- Comply with safety and security directives, policies and procedures
- Perform additional duties as assigned
Experience Required
What you’ll bring:
- 4-6 years previous customer service experience required, ideally at a high-volume attraction, theme park, museum, hospitality, or sports franchise
- 2-3 years of supervisory experience
- High school diploma or equivalent
- Ticketing experience preferred
- Interest in aquatic animals, preferred
- Outstanding customer service and conflict resolution skills
- Friendly, outgoing and proactive approach
- Genuine interest in communicating with and assisting others
- Ability to work as a member of a team
- Ability to work Saturday and Sunday, with an occasional evening and holiday
- Ability to handle and account for large sums of money
- Technical or computer skills a plus
Further Comments
Special Requirements:
- Successful completion of a pre-employment drug testing and background investigation
- Ability to speak, read, and write effectively in English
- Allergies related to animals or plants, which might interfere with the ability to work, must be controlled by medications or protective equipment
- Able to work outdoors in all weather conditions
- Able to spend most of the workday being mobile and stationary in aquarium public spaces
- Ability to push/pull up to 50 pounds
Perks
What you get:
- Competitive base salary ranging from $42K-$47K
- Comprehensive benefits plan through Cigna and Guardian, first day of employment
- 401(k) and Profit-Sharing Plan after 3 months of service
- Grow U provides both fully funded tuition and tuition assistance programs
- 2 weeks’ vacation, 1-week personal time, 1-week sick time, 8 paid holidays; all based on a full calendar year
- Complimentary tickets to local attractions, when available
- 30% discount at our Retail and Photo areas, as well as in-house food vendors
- Training and development
Salary
- 42k - 47k annually
