Assistant Manager, Guest Services

Position Title:         Assistant Manager, Guest Services

Department:          Guest Services

Classification:        Full-Time/Non-Exempt

Direct Report:        Manager, Guest Services

Position Summary:

The Assistant Manager, Guest Services, is responsible for assisting the Manager of Guest Services in overseeing the Leads and team members ensuring that a safe, interactive, and engaging experiences is available for all aquarium guests. The main responsibilities of this position include scheduling and supervision of Leads, staff, and associates, ensuring guest and animal safety procedures are followed, operating the Sea Lion and Dolphin Theaters, Group Entrance as well as assisting with training and evaluations of Leads and team members.

Responsibilities:

1. Manage and directly supervise Leads, Team Specialists and Volunteers working Special Events.
2. Supervision of Leads, Team Specialists and Volunteers working daily and for Special Events.
3. Ensure all animal and guest safety procedures are followed.
4. Ensuring guest satisfaction throughout the aquarium floor.
5. Oversee the daily guest flow in and out of the Dolphin, Sea Lion, and Group Entrance as well as the overall operation.
6. Oversee the ticketing training at Point of Sale and daily transactions.
7. Oversee and support the Guest Services, Guest Relations, Group Sales, and Animal Interaction Desk Point of sale team members.
8. Oversee the group entrance, maintaining guest flow and safe entry for all groups.
9. Assist in delivery and development of guest service and training classes for all team members.
10. Must be able to independently manage operational areas.
11. Serve as the closing Georgia Aquarium Manager On Duty (MOD) on off-peak days.
12. Lead morning meetings with staff and volunteers.
13. Perform observations on team members giving them immediate feedback and recording it in the GMT.
14. Conduct Lead and Team Specialist Evaluations and performance action plans.
15. Data entry, filing, and administrative assigned duties.
16. Responsible for tracking ticket stock and other supplies needed for the operation of the department and telling the Guest Services Manager what needs to be ordered.
17. Servicing as the building point of contact as needed.
18. Able to close theaters, complete EOD report and report numbers to Guest Services Managers
19. To perform other duties as workload necessitates.

 Qualifications:

1. At least one year of education, interpretation, or guest service management experience in a zoo, aquarium or hospitality setting required.
2. Supervision and training experience of staff preferred.
3. Demonstrated experience and knowledge in education, interpretation, hospitality, or related field.
4. Proven understanding of training and evaluations preferred.
5. Demonstrate ability to develop partnerships and good working relations with others.
6. Demonstrate knowledge of wildlife conservation and environmental issues.
7. Demonstrated awareness and understanding of Guest Service.
8. BA/ BS in Education, Hospitality, Training, or related area.
9. Must be able to work flexible hours including weekends and evenings.
10. Proficiency with Microsoft Office Products.

Physical Demands & Work Environment:                 

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus.   While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

Commitment:

I commit to Georgia Aquarium, Inc. to be a part of the following:

Mission: Georgia Aquarium is a nonprofit committed to inspiring awareness and preservation of our ocean and Aquatic animals worldwide.

Vision:  To be the Premier Aquarium in the World for Science, Entertainment, Education and Conservation.

Values: Respect, Teamwork, Integrity, Innovation, Leadership, Excellence, Appreciation & Inclusion