Lead Team Specialist - Guest Programs

The Full-Time Guest Programs Lead Team Specialist will create a fun, welcoming and engaging experience for our guests, both external and internal. The Lead Team Specialist will serve as an ambassador to our living collection, providing a voice for positive change, promoting conservation and preservation of our Earth’s waters and its inhabitants. This includes teaching to the heart and providing appropriately themed and approved information about our animals and exhibits. This position also serves as a management-to-team member liaison for Part Time Team Specialists and from time to time will lead meetings and be the voice of the Team Specialist team members. This position is responsible for ensuring guest and animal safety, while working in various public positions throughout the Aquarium. The Lead Team Specialist will provide training, mentoring and leadership to the team on a regular basis. The Lead Team Specialist is the gold standard of Guest Experience and Interpretation at Georgia Aquarium and should be seen as such throughout their role.

Responsibilities:

 Interpretation, Engagement, Facilitation – 80%

•  Create engaging floor experiences to aquarium guests. Interpretive roles may include working at touch pools, engaging guests at exhibits, providing behind-the-scenes tours, presenting interpretive narrations, and working in a variety of positions throughout the aquarium.
•  Facilitate educational experiences for our guests that support our vision and mission through the use of messages and conversation.
•  Interpret exhibit areas as needed while engaging our guests in conversation and interactive activities, using necessary supplies and equipment.

Team Leadership, Assessment, Development – 10%

•  Lead by assisting management with training and development of Part Time Team Specialists including tour guide and narration trainings.
•  Assist in performance assessment of part time Team Specialists, focusing on interpretive methods, performance standards and the overall guest experience. Provide coaching on areas of growth.
•  Monitor the flow of the various galleries and adjust staffing as needed to help facilitate Guest Experience.
•  Serve as liaison between management and all Team Specialists.
•  Mentor and guide new and seasoned Part Time Team Specialists.
•  Participate in daily exhibit, gallery and guest area standards inspections ensuring areas are ready for guests.
•  Maintain animal and guest safety as a top priority.
•  Ensure the guest experience leads to a memorable and positive visit; this includes ensuring comfort and safety of visitors while fostering educational growth.
•  Identify and notify appropriate personnel about challenges and successes in the exhibit area.

Administration, Program Preparation – 10%

•  Serve as assistants to the Assistant Manager of Guest Programs and actively contribute to the aquarium team by assisting in implementation and administration of revenue and non-revenue generating programming.
•  Assist in administrative tasks within the department as needed.
•  Setup and breakdown of equipment and activities as needed.
•  Facilitate special educational activities and programs as needed.
• Perform other duties as workload necessitates.

Qualifications:

• High School Diploma required.
• Prefer College Degree in biology, psychology, education, recreation, hospitality, or related field.
•  One year of service to Georgia Aquarium with a “good standing” record.
• At least one year of experience in guest services and/or an informal educational setting preferred.
•  Must be able to demonstrate a high level of attention to detail, anticipation of guest needs, ensuring the highest levels of hospitality are reached during all guest interactions.
• Must pass background check.
• Must pass drug screening.
• Must be able to work flexible hours- including holidays, weekends, and evenings- not to exceed 40 hours per week.
• Must be able to attend all required training.
• Responsible for attending comprehensive training courses that will be throughout the year.

Physical Demands & Work Environment:

• The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by the job include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus.
• While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.
• The noise level in the work environment is usually moderate.

Commitment:

I commit to the Georgia Aquarium, Inc. the following:

•  Mission:  Georgia Aquarium is a nonprofit committed to inspiring awareness and preservation of our ocean and aquatic animals worldwide.
•  Vision:  To be the Premier Aquarium in the World for Science, Entertainment, Education and Conservation.
• Values: Integrity, Innovation, Leadership, Teamwork, Respect, Excellence, Appreciation & Inclusion