Lead Guest Services Representative

Water is life. Water connects us all. Join Seattle Aquarium in leading marine conservation and environmental stewardship. We are seeking a Lead Guest Services Representative (“GSR”). The lead GSR is a leadership role providing basic supervision to the Guest Services team, managing sales, mentoring, conflict, and general office administration and upkeep. Our team works directly with a very diverse public by welcoming guests, selling services, and working to improve the customer experience. The lead must be a compassionate, communicative, and confident point-person this includes offering modeling a high level of customer service, sales, and conflict resolution to our guests, many of whom are tourists from all around the world with diverse languages, abilities, and needs. This position will also work closely with the Manager of Guest Services.

Ideal candidates will have Combination of two-years’ customer service, peer leadership or supervising experience with at least one year of point-of-sale cashiering. We are looking for people who can process transactions, make changes accurately and quickly, and maintain accurate financial records while multitasking to support staff and guests. As we work with people of all ages and backgrounds, we strive to handle each situation with grace, empathy and a sense of humor, including those that may be complicated or challenging. 

Strong preference will be given for proficiency in a second language: Spanish, Chinese, Korean, Tagalog, Lushootseed, or Japanese preferred. 

Key functions: 

Leadership: 

• Act as back-up supervisor when guest services supervisor is not available. Including, but not limited to, handling escalated customer situations, coordinating break schedules, and providing direction to other GSR’s and bringing forward personnel issues as appropriate. 
• Work with supervisor to attempt to find coverage when there are call outs or other last-minute schedule adjustments.
• Contribute to improving all aspects of guest services to ensure the highest level of customer satisfaction.  
• Be available for questions from the public and GSR coworkers to make quick, appropriate executive decisions when the Guest Services Supervisor is unavailable. 
• Assist with the training of new guest services representatives and ensure proper implementation of Aquarium polices related to admissions.

Customer Service:

• Sell admissions tickets, membership passes, CityPASS and other partnership tickets. Receive payments from the public for admissions, programs and other revenues, and record revenue to proper account in the POS. Ensure all processes comply with audit requirements as outlined by the finance or membership departments of the Seattle Aquarium.
• Oversee the selling and renewing of Aquarium memberships. Become familiar with Raiser’s Edge database and follow the policies and procedural document to handle our members appropriately. 
• Responsible for cash handling to include proper handling of all cash related to gate sales, collection of donation boxes or other receipts as processed by Guest Services within a limit of $5 per day over/short per person. 

Events and Education:

• May rotate as school/group greeter. Orient school and other groups about visit expectations; provide general information and logistics regarding their time at the Aquarium. Ensure groups have checked in with guest services and are paid in full.
• Occasionally assist evening, cultural, and community event rentals by greeting guests, providing wayfinding for vendors, and answering guest questions.

Working conditions:

• Sitting and standing for long periods; lifting (25 pounds); keyboarding/manual dexterity required 80 percent of time. 
• Clear effective communication with co-workers, children, and the public, by telephone and in person.  
• Must be able to use excellent judgment and deal with customers, who may at times, be verbally or physically inappropriate, disoriented, or frustrated.  
• Standard Monday–Friday workweek, 8am–5pm but must maintain flexible hours to work occasional holidays, evenings, and weekends.

Experience Required

• We will consider various combinations of relevant experience and education to meet minimum requirements.
• Combination of two years’ customer service, peer leadership or supervising experience with at least one year of point-of-sale cashiering.
• Experience using handheld devices such as iPad, Android, etc.
• Experience and comfort working with people from all around the world.
• Experience dealing with cross cultural conflicts,
• High School Diploma or equivalent combination of education and relevant experience.

Further Comments

Salary and benefits: $23.00 - $25.00 per hour, dependent on experience. Please include salary expectations in your materials. Full-time staff are eligible for the Seattle Aquarium’s comprehensive benefits package to include medical, vision, dental, an employer-funded health reimbursement account, medical and dependent care flexible spending accounts, life insurance, long-term disability, 403b retirement fund with employer match, access to a subsidized ORCA pass, a Seattle Aquarium Family Plus membership and generous paid time off.