Assistant Manager of Guest Services
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.
Position Summary
The Assistant Manager of Guest Services will provide support and assistance to the department manager, supervisors and staff and must be able to lead the team independently.
Responsibilities:
• Manages Guest Services staff including 4D theater staff, and part time supervisors.
• Effectively manages all aspects of admissions and cash room procedures.
• Creates and maintains various reports pertinent to admission and concessions.
• Elevates guest experience expectations and facilitates growth.
• Establishes and implements cash management and loss prevention procedures for Guest Services
• Identify and develop operational procedures for Guest Services department as needed.
• Train and motivate team to achieve membership goals.
• Create and maintain training manuals as needed.
• Ability to recruit, retain, motivate and develop competent staff.
• Responsible for all aspects of training a well-rounded staff that meets and exceeds department expectations.
• Able to identify overcrowding issues and effectively re-design a system, resulting in an organized process that significantly improves the visitor experience.
• Work together with other departments to support the Aquarium’s mission.
• Creates a welcoming environment where employees feel appreciated.
• Assist in the hiring process as needed.
• Conduct performance related conversations as needed.
• Must be able to move quickly from one part of the facility to another.
Essential Job Functions:
This position must have experience in successfully managing others, effectively driving results, training and coaching of direct reports and a positive attitude with a willingness to grow. Strong problem-solving skills and ability to elevate the guest experience a must.
Minimum Qualifications:
- High School diploma
- Five years of customer service and staff training experience.
- Strong supervisory skills, strong computer skills, effective communication skills and ability to interact with all levels within the organization, our guests and members.
- This position requires one weekend day a week and holidays. May be required to wear a uniform.
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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