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Lead Visitor Assistant

New England Aquarium
Boston, United States Posted: August 25, 2023

The Lead Visitor Assistant performs all of the duties of the Visitor Assistant to an exemplary level and also is responsible for running the Ticket Booth and Information Desk efficiently, communicating between the Visitor Assistants and the Associate Managers, and ensuring that all visitors have a safe, smooth, and fun experience at the Aquarium.

This is a full-time regular position offering a comprehensive benefits package. The schedule will be Sunday - Thursday. Shifts will be 8 hours and will be conducted between the hours 8:30a - 6p EST. There is some flexibility to choose the start and end time of each shift. Work must be conducted on site. Flexibility to work some holidays is required.

  • Daily responsibilities include opening and closing the Information Desk, Ticket Booth, and Simons Theatre; processing admission and membership transactions; completing revenue deposits; providing basic interpretation at exhibits; welcoming visitors; managing lines, ticketing queues, and exhibit spaces; cleaning 3D glasses and other pieces of daily equipment; and generally assisting to ensure our visitors' experience is pleasant, safe, and smooth.
  • Assume the leadership role in training and coaching Visitor Assistants and Teen Interns in the performance of their duties in all areas of the department. Reinforce department policies and procedures, and report any staffing issues to the Associate Manager(s) on duty.
  • Calmly, courteously, and professionally respond to visitor questions, concerns, and complaints and act to resolve them, referring to Associate Managers as needed.
  • Perform all the functions of a Visitor Assistant plus support Associate Managers in daily operations and staff guidance and mentoring.
  • Assist Associate Managers with responding to emergencies including fire evacuations and other weather events, lost children, animal escapes, etc. per the protocols of the Emergency Management Plan.
  • Communicate frequently with other departments including Conservation Learning, Animal Care, Facilities, Group Sales & Reservations, Membership, Development, Talent & Culture, C&W Services, Marketing/Communications, Gift Shop, Events & CafĂ©, Security, Finance, and IT.
  • Assume the leadership role in the Ticket Booth and Information Desk; maintain consistently accurate ATMS transactions.
  • Lead by example: demonstrate high standards of visitor and staff interactions by providing first-class customer service.
  • Provide basic, mission-aligned interpretation at exhibits; reinforce the importance of maintaining a Visitor Experience staff presence in the galleries for general assistance and safety of both visitors and animals.
  • Assist the Director, Coordinator, and Associate Managers with administrative tasks and other various projects as needed.
  • Perform other position-related duties, as assigned.
Minimum Training and Experience
  • Requires a high school diploma or equivalent and at least 3 years of professional customer service experience.
  • Experience in a supervisor position preferred.
  • Cashiering and point-of-sale experience required.
Knowledge, Skills and Abilities
  • Strong communication skills.
  • Ability to work well in a fast paced, crowded environment.
  • Familiarity with Microsoft Office, Outlook, and Teams.
  • Candidates will be subject to a CORI/SORI background check prior to offer.

New England Aquarium is committed to diversity, equity, and inclusion in the workplace and is an Equal Employment Opportunity Employer as defined by the EEOC. Here we foster a culture of respect, diversity, and inclusion. We strive to engage and inspire a broad audience with our efforts to protect the blue planet, and we believe a diverse workforce provides experiences, skills, and perspectives that enrich our programs, strengthen problem-solving, add creativity, and enhance our work environment.

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