Newport Aquarium Guest Experience Team Lead - Part Time

MAJOR DUTIES AND RESPONSIBILITIES:

• Perform, implement, and adhere to, all Herschend Enterprises' Core Values and Newport Aquarium Guest Services Accountabilities, Policies and Procedures, and Safety Protocols to ensure safe and efficient guest services operations.
• Maintain appropriate guest and host relations at all times, while ensuring guest and host satisfaction and safety.
• Provide on-boarding and ongoing training to Guest Services hosts in order to provide the best Guest Experience.
• Handle comments, concerns, and suggestions regarding policy and procedure from guests and hosts.
• Take direction from and work with the Guest Services Management Team in carrying out all other duties assigned throughout the Guest Experience Operations and Guest Services as a whole.
• Handle various host and guest comments and concerns with authority to render approvals in cases requiring exceptions as they relate to Newport Aquarium policies.
• Become First Aid, CPR, AED, BBP, and Emergency Response certified.
• Consistently provide coaching to recognize good performance and to correct unacceptable behaviors.
• On a daily basis monitor and assure that:
  
  
  
  • All locations are adequately staffed with trained and certified hosts. Ensure all hosts receive required breaks.
  • Daily paperwork is properly completed.
  • Courteous, professional, and active leadership is always being displayed, even in times of high stress.
  • Ensure hosts are in correct uniform and maintain a professional and well-kept appearance.
  • Employees are aware of any special events, groups, and programming/promotions.
  • Intentionally pursue opportunities hosts and yourself to provide the best guest experience every day and within every interaction.
  • Interpretation training is being utilized by hosts to ensure the best possible guest experience through meaningful communication and connection.
  • The facility is clean and organized and all opening and closing procedures are properly implemented.
  • Emergency procedures, if/when necessary, are being implemented according to Newport Aquarium policy.
  • Perform other related duties as assigned by Guest Services Management Team.
  
  
  
  

QUALIFICATIONS:

• Must be able to perform duties and responsibilities of a Guest Experience Specialist (Exhibits) with minimal supervision.
• Must have strong public speaking skills.
• Prior supervisory experience is a plus.
• Willingness to take direction and coaching from experienced hosts and leads in order to improve your skills and enhance the guest experience.
• Willingness to provide direction and coaching to both experienced and less-experienced hosts and leads in order to improve their interpersonal and presentation skills, as well as their overall confidence and focus on the guest experience.
• Must read, write, and speak the English language (knowledge of other languages a plus).
• Demonstrated ability to work as part of a team in a constantly changing environment as well as individually, with minimal supervision.
• Ability to work a flexible schedule which will include evenings, weekends and/or holidays.
• Willingness and ability to work after hour events on occasion.

PHYSICAL AND MEDICAL REQUIREMENTS:

• Successful completion of pre-employment criminal background screen.
• No history of allergy related to animals or plants, which might interfere with ability to work
• Ability to remain on feet for long periods of time, climb stairs, bend and stoop
• Physical strength, including the ability to lift up to 25 pounds
• Immuno-competence (possible exposure to infections and parasitic disease)

WHAT YOU'LL GET:

• Profit Sharing and 401K Plan with company match
• Free entrance for you and your dependents which extends to most Herschend Enterprises' properties
• Earn 1 General Admission complimentary ticket, that you can give to anyone, per pay period
• Discounts at Sharky's Cafe, Sweet Dreams Candy Company, and the gift shop
• Discounted tickets and annual passes for friends and family
• Training and development

You can expect to work on projects that have never been done before - ideas that are unproven, and concepts that make people smile. You can expect to have fun and be treated with respect the minute you start...and through to the end. You can expect to work in an environment that is highly innovative and low in politics - truthful and filled with smart people; all while providing the BEST GUEST EXPERIENCE IN THE NATION!

And most of all, you can expect to work hard and make a difference in our world by helping to bring families closer together.

Looking to pursue your education without debt? Grow U has hundreds of programs available from certifications to college prep to associates, bachelor's, and master's degrees. Most of these programs are fully funded. Learn more at: https://www.newportaquarium.com/Careers/Benefits/GrowU

Newport Aquarium, one of the many properties owned by Herschend Enterprises, prides itself on creating memories worth repeating. Our Core Values - greatly exceeding guest expectations, serving others, creating emotional connections, and constantly improving - give us purpose and guidance.