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Description
Position: Guest Service Explorer/Explorer Guide
Host Reports To: Guest Services Manager
Position Summary:
Guest Service Hosts (Explorers) provide information and assist guests with ticket and membership purchases, field trip check in, admitting guests through the front entrance, and also will rotate through various Aquarium attractions including: Tuki’s Island Play and Party Center, EECO Voyager, and private evening special events.
Compensation: $12.75 to $13.50 per hour
Critical Skills/Competencies:
- Excellent oral communication skills and the ability to interact cheerfully with guests while working under considerable pressure in crowds
- A basic knowledge and competency of mathematics
- Meet high standards of aquarium knowledge and customer service
- Required to complete an on-going program of continuing education in order to maintain a high level of customer service
Essential Duties and Responsibilities:
- Provides exceptional internal and external guest service according to established guidelines
- Assists guests in a friendly and positive manner regarding Aquarium offerings, prices, information, and directions
- Provides information and directions to guests concerning the Aquarium mission, rules, and events
- Anticipates guest needs and answers questions from guests concerning general knowledge of procedures, locations, and information
- Initiate, monitor, and reset VR equipment for each voyage
- Inspect VR equipment regularly and report repairs or safety issues to the Guest Services Leadership team
- Disinfect and sanitize all VR equipment before and after each use
- Repeat a memorized Script multiple times a day while staying in character
- Utilize the computerized admission system Galaxy to issue tickets and items and check event availability
- Up-sell additional items such as Memberships, Animal Encounters, and Animal Adoptions
- Collects cash or other payment from guests, determining amount due and change required
- Record payments and balance register utilizing Galaxy and other procedures when needed
- Performs routine accounting and money handling tasks related to receiving, recording, and depositing payments
- Maintains an accounting record of all cash, coupons, promotional materials, and donations received and verifies various payment vouchers, forms and documents
- Verify various payment vouchers, forms, and documents
- Operates computer and other office equipment in an efficient and effective manner while answering phones and retrieving messages
- Remain productive and efficient while maintaining performance accuracy
- Perform routine cleanliness checks and procedures in: bathrooms, theatre, parking lots, galleries, and play center
- Helping with lost children and lost and found items
- Creating and renewing memberships
- Project a professional image while in uniform and when using the radio
- Guest Services Explorer Guides also assist guests with show times, feedings, ticket upgrades, and general aquarium knowledge questions
- Monitors area to ensure a secure environment and reports problems to supervisors
- Acts appropriately to clean up spills, trash, or debris in their immediate area
- Comfortable giving and receiving performance feedback from supervisors and guests
- Staff will be required to work weekends, holidays, and some evenings
- Schedules will be on a rotating basis and you may be asked to occasionally work beyond scheduled work hours
- Staff may also provide crowd control if necessary during peak times
- Other duties as assigned
- Cross-trained in other guest service positions and responsibilities
The Living Planet Aquarium is proud to be an equal opportunity employer committed to creating an inclusive environment for all. We do not discriminate on the basis of age, race, color, ethnicity, national origin, ancestry, creed, religion, gender, gender identity or expression, sexual orientation, citizenship, physical or mental disability, medical condition, genetic information, marital status, veteran status, or military status. The Living Planet Aquarium is committed to ensuring individuals with disabilities are provided reasonable accommodation to participate in the job application and interview process. Should you require accommodations, please contact accomodation@thelivingplanet.com.
Depending on the volume of interests and submissions, we will only be contacting applicants who meet all of the minimum requirements listed in the job posting. Only those applicants who align most closely with our minimum and preferred qualifications will be contacted for an interview. Loveland Living Planet Aquarium will retain your application materials for one year and may contact you regarding future opportunities.