Guest Services Manager

Position: Guest Services Manager

Reports To: Director of Guest Relations and Safety

Position Summary:

The Guest Services Manager is responsible for ensuring the highest level of quality service from our employees to Aquarium guests.  The Guest Services Manager will be responsible for managing daily activities associated with the guest experience.

Qualifications:

•  Bachelors Degree preferred
•  Two plus years of equivalent experience in the hospitality/tourism industry
•  Past leadership experience preferred

Critical Skills/Competencies:

•  Strong computer skills
•  Excellent oral and written communication skills
•  Proficiency in all Microsoft Office applications
•  Strong interpersonal skills
•  Problem solving
•  Ability to work in a face paced environment
•  Ability to lead multiple leaders and staff in an ever changing environment
•  Ability to support and lead a team remotely
•  Ability to effectively communicate and manage the Guest Services team in creating a world class experience for all Aquarium guests.

Essential Duties and Responsibilities:

•  Support and manage a team including an Assistant Manager, a team of Guest Services Supervisors and 40+ Guest Services front line staff during daily Aquarium operating hours to ensure all visitors are warmly welcomed and serviced during their visit
•  Ensure Guest Services staff is trained and supervised to properly greet, interact, and sell tickets; especially promotional ticket sales
•  Responsible for recruiting, interviewing, and hiring new Guest Services staff
•  Coordinate with Assistant Manager to review staffing and implementation of event/party staffing needs for Sales and Marketing/Events
•  Assists with scheduling of Aquarium experiences, such as penguin encounters, stingray encounters, VIP tours as needed
•  Manages timecards and payroll
•  Supervise front desk activities to minimize LLPA’s exposure to loss, non-paid entrance, and theft. Oversee audit of the MIMO cash/coin recycler
•  Assist with labor management costs
•  Responsible for the tactical training and development of Assistant Manager and Supervisors.
•  Act as Leader on Duty for the Aquarium
•  Provide strong leadership, ongoing training, and skill development in dealing with issues and or emergencies our guests may encounter
•  Ensure all transactions are completed with accuracy and all stations are properly accounted for and closed out and appropriate supporting documentation is filed with the CFO
•  Ensure that Tuki’s Island Play & Party Center is in good repair, including oversight of replacements when necessary
•  Partners with Development Programs Manager to review and update Animal Adoptions.
•  Manages inventory and execution of Animal Adoptions program
•  Monitors supply of operational items including ticket stock, membership cards, brochures, maps, pamphlets, etc.
•  Partners with the Director of Guest Relations and Safety along with the Accounting Assistant to insure proper coding of purchases and services
•  Partners with Accounting to fix any incorrect billing of groups or memberships
•  Serve on the Celebration Events Committee to plan and execute celebration events
•  Ensure that LLPA communication is distributed to all members of the Guest Services team
•  Facilitate bi-weekly Guest Services Leaderships meetings
•  Issue appropriate performance counseling
•  Conduct and complete annual reviews
•  Proofread signage as it relates to Guest Services
•  Work with various departments to solve any problems
•  Partner with HR to insure job descriptions match qualifications required
•  Assist Supervisors with daily operations when needed (gift cards, adoptions, info emails, covering breaks, etc)
•  Create and implement training documents and ensure each Guest Services employee receives consistent training
•  Resolve, communicate, or escalate, all customer service issues to the Director of Guest Relations and Safety
•  Oversee EECO voyager operation and staff
•  Other duties as assigned by Director of Guest Relations and Safety

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.

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