Supervisor of Guest Experience

Do you love animals and want to do meaningful work? Then join the Aquarium of Niagara to help bring natural wonders and inspiration to people, while making a difference for aquatic life! At our core, we value Passion, Transparency, Empathy, Diversity and Collaboration. If these values align with a work environment that you want to be a part of, read on to learn more about this exciting opportunity!

Reporting to the Chief Financial and Administration Officer, the Supervisor of Guest Experience position will be responsible for providing world-class customer service to Aquarium visitors and members, while assisting with monitoring the daily operations and function of the admission desk, gift shop, bookings, concessions, parking, and private events.

Essential Responsibilities

• Support the Aquarium Management in its operational role, keeping it informed on internal conditions and external developments that impact the functioning of the Guest Experience Department
• Work in close coordination with the Chief Financial and Administration Officer to set and execute goals and strategic plans with the Department, which support and align with goals and strategic plans of the organization
• Ensure that professional and courteous customer service is being provided to Aquarium patrons, and monitor the customer service quality of subordinate staff
• Maintain a stocked inventory or Aquarium themed and relevant products, apparel, child-items, branding and souvenirs for sale in the Aquarium’s gift shop that advocate the Aquarium’s mission; develop professional and organized displays to feature products
• Maintain a stocked inventory of products and supplies for concessions areas
• Exercise authority as Supervisor of Guest Experience to notify the Chief Financial and Administration Officer of issues with department staff
• Monitor progress and assure timely completion with acceptable quality of staff assignments
• Assist in scheduling for staff, special events, etc.
• Coordinate and stagger breaks for staff so there is no lapse or deficiency in customer service
• Maintain professional demeanor among all staff, with the ultimate goal of a customer-oriented, friendly staff
• Assist building opening procedures including opening cash drawers/registers, unlocking the building, ensuring adequate staff overage and maintaining the cleanliness of the gift shop, concessions and admission areas
• Assist building closing procedures including end of day deposits, final drawer counts, securing cash bags in the safe, closing/locking public entrances and exits, providing direction to building exits at end of daily operation and standardizing/cleaning gift shop displays and presentations before leaving the building
• Maintain clean, orderly and aesthetically pleasing conditions in the gift shop, concessions and guest experience areas, those both visible to the public, and off-view

Requested Requirements

• Must be willing to work a flexible schedule including weekdays, weekends, early mornings, evenings and holidays
• Must be able to multitask while maintaining a positive attitude to ensure excellent guest service
• 2-3 years in relevant business experience (sales, merchandise, management, customer service)
• 1-2 years of supervisory experience
• Associates degree in business, sales, or a related field preferred; candidates with a suitable combined equivalent of education and experience will be considered.
• Proficient use in Microsoft Office software, including Microsoft Word and Excel
• Familiarity with point of sales software
• Exquisite attention to detail, and attitude of personal accountability
• Must demonstrate excellent oral and written communication skills
• Must be a strategic and conceptual thinker
• Ability to work independently, at times with minimal supervision, as well as on a team as necessary

Working Conditions

• Able to lift 25 pounds
• Able to stand for 8 hour shifts

To Apply

Please send resume and cover letter to kdaloise@aquariumofniagara.org. Be sure to include Supervisor of Guest Experience in the subject line of any correspondences.

The advertised compensation range for this position represents what we believe, at the time of posting, to be competitive and acceptable by reviewing comprehensive market data to include industry, and roles of similar responsibility and level. Within the range, wage will be determined by several factors including candidate knowledge, job-related skills, experience, and relevant education or training.

The Aquarium of Niagara is an equal opportunity employer. All qualified applicants will be afforded equal employment opportunities without discrimination because of race, color, creed, religion, sex, age, national origin, citizenship, sexual orientation, marital status, or any other classification protected by federal, state, or local law.

Job Type: Full-time

Pay: $22.50 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• Day shift
• Evenings as needed
• Holidays
• Monday to Friday
• Morning shift
• Overnight shift
• Weekends as needed

Experience:

• Supervisory: 2 years (Preferred)

Work Location: In person

Salary : $23 - $25