At the Monterey Bay Aquarium, we are passionate about creating an inclusive workplace that celebrates and values diversity. We firmly believe that having a team of diverse backgrounds and voices, working together, increases our capacity to serve our visitors and fulfill our mission. We welcome people from all backgrounds into our team and strongly encourage people of color, LGBTQ+ individuals, veterans, and people with disabilities to apply.
Priority deadline for applications is March 6, 2026. Due to the volume of incoming applications, the role may be closed earlier than March 6, 2026.
Job Summary:
Provide oversight for the Guest Experience Admissions & Concierge daily operations in collaboration with GE Leadership team. Coordinate staff resources to maximize the staff-guest interactions to maintain the highest level of staff performance, for the best possible guest experience. Motivate, coach, mentor, and evaluate Guest Experience Admissions staff. Perform standard opening and closing procedures as scheduled, assist in other Guest Experience areas as needed, and handle guest service recovery in a professional and efficient manner. Coordinate materials for all Guest Experience departments related to building capacity and enhancing skills for GE staff. Serve as a liaison between Admissions and Concierge across all GE teams. Foster a positive, inclusive work environment, empower team members at all levels through communication, recognition, and engagement initiatives that drive motivation and retention. Perform other duties as required.
Core Activities:
- Lead and develop high-performing Admissions & Concierge leadership team to support staff through ongoing mentorship, structured coaching, performance discussions, and professional growth and development opportunities.
- Oversee daily operations across all guest access points, including admissions, concierge, membership, phone/email responses, and ticketing, ensuring a seamless and welcoming experience for all visitors.
- Manage GE Operations staffing deployment, scheduling, and crowd flow strategies to optimize and align with guest volume, daily operations, and special events, supporting safety, efficiency, and staff well-being.
- Guide onboarding, job training, and continued education for all guest experience operations staff in collaboration with GE leadership, ensuring consistent service delivery and operational excellence.
- Oversee ticketing systems, cash control functions, admissions hardware, and technical operations, partnering with T&I and training teams to ensure accurate setup, troubleshooting, reporting, and system oversight.
- Support in guest engagement, service, recovery, and satisfaction, regularly participating in service delivery on the floor and at point-of-sale to build trust, resolve escalations, and mentor front-line performance.
- Lead the creation, delivery, and refinement of training programs, SOPs, and onboarding materials, using feedback from guest data, staff insight, and interdepartmental needs to shape content and ensure consistency across all roles.
- Develop and enhance operational systems for GE Operations (e.g. including timecard accuracy, attendance tracking, transaction processing, cash handling, and service recovery protocols, ensuring accountability and compliance, audit processes, etc.).
- Analyze various data sets (guest feedback, team insights, operational analytics, etc.) to inform decisions to elevate the overall guest experience.
- Actively participate in institutional initiatives, cross-functional projects, and strategic committees (e.g., Safety, DEI, Sustainability, Training, Ops), representing guest-facing priorities and contributing to organization-wide growth.
- Serve as key liaison between work groups to ensure timely and effective communication across departments and functional areas (e.g., personnel changes, operational impacts, new programs, systems features, etc.).
Preferred Knowledge, Skills, & Abilities (KSAs):
- Bachelor's Degree in Hospitality Management, Business Administration, or a related field or equivalent combination of education, training, and experience
- Minimum of 5 years in management role or equivalent training in a high-volume guest services environment
- Advanced knowledge of ticketing/admissions, crowd-flow and entry operations best practices
- Understanding of health and safety regulations, OSHA standards, and environmental compliance requirements
- In-depth knowledge of budget management, resource allocation, and financial forecasting
- Strong understanding of performance metrics, quality control systems, and continuous improvement methodologies
- Understanding of staff development, training programs, and employee engagement strategies
- Strong ability to manage budgets, resources, and performance metrics effectively
- Demonstrated experience in strategic planning, team leadership, and operational excellence
- Ability to work within and maintain Monterey Bay Aquarium's Core Values
- Strong organizational and time management skills with the ability to contribute to multiple simultaneous projects
- Stakeholder management and cross-functional collaboration
- Excellent communication, problem-solving, and decision-making skills
- Lead and motivate diverse teams effectively
- Develop and maintain strong working relationships across all organizational levels
- Think strategically while managing day-to-day operations
- Foster a positive and inclusive work environment
- Support and model excellence in guest engagement
- Champion a culture of inclusivity, curiosity, and continuous improvement
- Bilingual preferred
Physical Requirements to Perform Essential Job Functions:
- Typical office equipment
- Constant sitting, standing, walking, bending
- Occasional unassisted lifting up to 50 lbs.
- Typical office environment, main aquarium and exhibits, occasional offsite events
Annual Compensation Range:
$75,400 - $93,000 USD annually. Starting rate will vary based on previous experience and relevant skills/knowledge set.
