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Guest Service Associate

Norwalk, Connecticut

ORGANIZATION BACKGROUND 

The mission of The Maritime Aquarium at Norwalk is to ignite a connection to Long Island Sound and the ocean to enrich the lives of all people and inspire action to protect our blue planet. For more than 35 years, the Aquarium has played a significant role in shaping the landscape of Norwalk and the region. The second largest family attraction in Connecticut, and 50 miles from New York City, the Aquarium historically hosts nearly 500,000 guests annually. Its primary exhibits take guests on a voyage from the shallow salt marshes and estuaries to the depths of the Long Island Sound and the ocean beyond, culminating with habitats for sharks and harbor seals. Altogether, the Aquarium is home to over 8,000 animals and 285 species in 75 exhibits. A new 4D Theater offers a unique sensory film experience for guests. Its education programs introduce nearly 54,000 students, campers and scouts to marine and STEM education. The Aquarium is recognized as a top aquarium in the nation and is accredited by the Association of Zoos and Aquariums. It is an active participant in the local and regional community. The strength of the Aquarium is its 60 full-time staff, and part-time and seasonal staff, in addition to volunteers who contribute over 19,000 hours annually.  

Essential Job Functions: This position requires the ability to stand or sit for several hours at a time. Ability to work outdoors in all weather conditions.   Must be personable, customer-service oriented, and have a strong command of the English language with a clear speaking voice. Must have a passion for exceptional customer service. 

Minimum Qualifications: 

  • Previous experience in guest service preferred. 
  • Enthusiastic, friendly, outgoing and engaging. 
  • Strong command of the English language, both written and verbal. 
  • Excellent communication skills. 
  • Comfortable interacting with large crowds. 
  • Comfortable with walkie communication. 
  • Commitment to high guest service standards. 
  • Ability to work weekends, holidays and occasional evenings. 
  • Required to wear a uniform and follow departmental dress code. 
  • Preferred open availability. 
  • Proficiency in a second language is a plus. 

Essential Job Functions: All staff in this position will be cross-trained. 

Cashier: 

  • Computer literate. 
  • Responsible for execution of tickets sales, membership sales, refunds, and communicating pricing and program information to our guests. 
  • Makes minor decisions regarding crowd control and individual guest concerns. 
  • Able to maintain a positive attitude while interacting with guests and staff. 
  • Ability to communicate effectively with guests and staff. 
  • Responsible for having a balanced register. 
  • Able to upsell different sale points given. 
  • Greets groups upon arrivals, manages bus circle and group lunches to ensure safety and clearly recites rules for groups entering the aquarium. 
  • Interacts in a welcoming manner. 
  • Able to manage lunchroom schedule in a punctual manner. 

4-D Theater Operator: 

  • Check tickets to ensure guests are at the correct movie and time slot. 
  • Recite script of safety guidelines for the theatre.  
  • Load and prep digital movies. 
  • Remain in the theater to monitor guests throughout each movie. 
  • Cleaning of 169 seats between showings within 5-8 minutes. 
  • Recognize and report technical issues or malfunctions to management. 
  • Sanitation of 3-D glasses and cleaning rags in large quantities. 
  • Properly follow deep cleaning guides for daily, weekly and end of day procedures. 
  • Participate in a monthly deep cleaning of the theater. 

Information Station/Booth: 

  • Greet and communicate to guests various exhibits and activities for the day in a welcoming manner. 
  • Ability to run the Virtual Reality station. 
  • Knowledgeable about information in the aquarium, may include the history, exhibits, events, food/drink, departments, etc. 
  • Maintain cleanliness of the station, desk and VR. 
  • Upsell the events and activities occurring at the Maritime Aquarium. 
  • Monitor the Sea Animal Sketch and Release Wall and report any technical issues to management and the IT department. 

 Operator: 

All Guest Services staff will be required to cover the position of operator from time to time. 

  • Friendly and professional tone needed. 
  • Ability to learn and convey basic information, including pricing, membership, and upcoming events. 
  • Ability to direct guests to specific exhibits when asked and know the layout of the Maritime Aquarium. 

Pinniped Cove & Exhibits: 

All Guest Services staff will be required to cover shifts at Pinniped Cove. 

  • Monitor guests' behavior on the 2nd floor of the Pinniped Cove. Ensure that no one passes the stanchions, and nothing falls into the exhibit. 
  • Knowledgeable in information pertaining to the Seals and the exhibit. 

 This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice. 

The Maritime Aquarium is an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply.

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