What are the responsibilities and job description for the Guest Services Specialist position at National Aquarium?
The National Aquarium is looking for an engaging, service-oriented individual who will be responsible for anticipating guest needs, exceeding expectations and implementing creative solutions to provide exceptional service.
Essential Functions:
- Provide exceptional guest service that transforms a day at the Aquarium from ordinary to extraordinary:
- Support guest service needs by working posts in any / all of the following areas: Waterfront Park, Membership/Will Call/4D Cashier, 4D Theater, Concierge and other posts as assigned.
- Greet all guests in line of sight with a smile, a verbal greeting, and approachable friendliness
- Act as a host to each guest by demonstrating behavior that supports a positive, cheerful and professional attitude
- Provide first-level service recovery as needed through active listening and offering solutions that successfully balance guest & Aquarium needs. Understand when to solve the problem and when to engage a Guest Service Manager.
- Assist guests in a friendly and positive manner regarding Aquarium offerings, prices, membership, directions, and general information
- Project a professional image while in uniform and when using the phone or radio
- Create opportunities to share marketing messages that support both the Aquarium’s mission – to inspire conservation of the world’s aquatic treasures – and its business goals
- Become familiar with the Aquarium’s story – history, accomplishments and future goals
- Go beyond what is expected – deliver Personal Facilitated Experiences (PFEs) that inspire, delight, and engage
Qualifications:
- High school diploma, plus a minimum of 1 year of customer service experience; or equivalent combination of education and experience
- Must be able to demonstrate excellent cash handling skills, to included counting money, calculating change, and accurately recording a transaction
- Outstanding customer service skills, with demonstrable ability to act quickly to address a service need
- Previous experience with public speaking or performance is desirable
- Must be enthusiastic, motivated and enjoy working with people
- Strong communication skills and ability to engage Aquarium guests of all ages
- Strong basic computer skills, to include using email, navigating the internet, and working in MS Office applications
- Ability and willingness to work a flexible schedule including weekends, holidays and occasional evenings
- Ability and willingness to work outdoors in a variety of weather conditions
- Ability to work with a team and independently
- Ability to follow written and verbal instructions
- Commitment to the Aquarium’s mission and conservation
The National Aquarium is committed to diversity and invites individuals who bring a diversity of culture, experience, and ideas to apply.
Total Compensation Information:
Hourly range ($16.38-17.42) with hours worked over 40 paid as overtime, holiday premium pay, and extra pay for night work. National Aquarium provides an excellent benefits package including four weeks paid time off, six paid floating holidays, up to four weeks of paid family leave and conservation day leave. Employees are eligible for health care (single and family) after 30 days of full-time work and 401(k) plan participation with employer match available. Employees receive a family membership package and Aquarium tickets.
About the National Aquarium
Established in 1981, the National Aquarium in Baltimore, Maryland, is a nonprofit organization whose mission is to connect people with nature to inspire compassion and care for our ocean planet. The Aquarium’s award-winning habitats are home to thousands of animals representing hundreds of species of fish, birds, amphibians, reptiles and mammals. We are proud to be accredited by the Association of Zoos and Aquariums (AZA) and exceed industry standards in all aspects of animal care and welfare.
More than 1.2 million people visit the Aquarium each year to experience our immersive exhibits, and we reach far more through our science-based education programs and hands-on field conservation work. The National Aquarium is one of the top three aquariums in the United States and the largest paid cultural attraction in Maryland.
Our Mission and Goals
The Aquarium’s mission—to connect people with nature to inspire compassion and care for our ocean planet—begins within the walls of its buildings, but it does not end there. The Aquarium protects, enhances and restores natural resources through education and engagement, habitat restoration, animal rescue and sustainable business practices, with its conservation work guided by three overarching goals—to combat climate change, save wildlife and habitats, and stop plastic pollution.
Our Values
At the National Aquarium, our core values form the basis for our beliefs about our organization, our colleagues and ourselves, and serve as the framework to guide our behaviors and actions to achieve our mission.
Connection: We take the time to build lasting connections with each other, our guests, the animals in our care and the nature that surrounds us. We communicate clearly and collaborate readily within and across teams. We engage thoughtfully with our partners. We practice shared accountability.
Curiosity: We center learning and growth in all that we do. Our people are empowered to explore new approaches. We support taking risks. We value diverse perspectives and bold ideas. We embrace change.
Optimism: We celebrate the power of positive moments and shared experiences. We seek out opportunities to have fun. We reconnect with our purpose through sharing successes with our colleagues.
Service: We are in service to each other, our guests and our communities. We make intentional decisions and actions for the benefit of the people and animals within our organization.
Wellbeing: We ensure our people and animals have what they need mentally and physically to thrive. We are committed to improving the wellbeing of communities and sharing the healing power of natural for all.
Our Commitment to Diversity, Equity, Inclusion and Justice
National Aquarium values an inclusive and diverse environment for all employees, volunteers, and interns. Our goal is to recruit, develop, and retain the most talented people from a candidate pool representative of the variety of communities we serve. With a commitment to diversity, equity, inclusion, and justice, the Aquarium is proud to be an Equal Opportunity Employer and promotes an environment free from all discrimination and harassment.
In the selection and retention of employees, volunteers, and interns, we do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, ancestry, citizenship status, age, physical, mental, or sensory disability, sex (including pregnancy or childbirth), marital status, veteran status, sexual orientation, gender identity and/or expression, genetic information, arrest record, family or caregiver status, HIV status, socioeconomic status, or any other characteristic protected by applicable federal, state, or local law.
Salary : $16 - $17
