What are the responsibilities and job description for the Lead Visitor Assistant position at New England Aquarium?
The Lead Visitor Assistant plays a key role in coordinating the daily operations of the Ticket Booth and Information Desk while performing all Visitor Assistant duties to the highest standard. This position will funnel communication from the Associate Managers to the Visitor Assistants and Teen Interns. They will ensure that instructions given by the Associate Managers are carried out effectively and champion a collaborative and productive team culture. The Lead Visitor Assistant is committed to providing a safe, educational, and enjoyable experience for all visitors throughout their time at the Aquarium and the Simons Theatre.
This is a full-time regular position offering a comprehensive benefits package. The schedule will be Sunday - Thursdays and work must be conducted onsite. Shifts will begin and end between the hours of 8:30a - 6p EST, with some flexibility on start and end times depending on department needs.
ESSENTIAL FUNCTIONS
- Daily responsibilities include: opening and closing the Information Desk, Ticket Booth, and Simons Theatre and serving as supervisor-on-duty in those areas; processing admission and membership transactions with consistent accuracy; providing basic interpretation at exhibits; welcoming visitors; managing lines, ticketing queues, and exhibit spaces; and generally assisting to ensure the guest experience is pleasant, safe, and smooth.
- Train and coach Visitor Assistants and Teen Interns in the performance of their duties in all areas of the department. Reinforce department policies and procedures. Report any staffing or operational issues to the Associate Managers on duty. Support the Youth Development Coordinator with interviewing and onboarding Teen Interns.
- Calmly, courteously, and professionally respond to visitor questions, concerns, and complaints and act to resolve them, referring to Associate Managers as needed.
- Participate in emergency response protocols under the direction of the Emergency Response Team and in accordance with the Emergency Management Plan guidelines. Participate in regular safety drills. Respond quickly and calmly and assist with communication during emergencies via 2-way radios, telephones, and the public announcement speaker system.
- Ensure the Information Desk and Ticket Booth have updated documents related to safety and emergency management, point-of-sale guidelines, and other job-related resources. Maintain cleanliness and organization in all working areas. Notify the Senior Coordinator when supplies are running low.
- Triage information that is received at the Info Desk, ensuring that it is relayed to the appropriate departments in a timely manner.
- Demonstrate high standards of visitor and staff interactions and provide first-class customer service; lead by example for Visitor Assistants and Teen Interns.
- Assist with ticketing time slot adjustments by monitoring queues and capacity counters, and relaying that information at appropriate times to the Associate Managers, in order to ensure the Aquarium is operating at a safe capacity that maximizes ticket sales while maintaining a comfortable experience of exhibits.
- Provide basic, mission-aligned interpretation at exhibits. Ensure that Visitor Assistants are appropriately dispersed in exhibit galleries in order to provide general assistance and ensure the safety of visitors, staff, and animals.
- Participate in cross-training opportunities with Conservation Learning and Animal Care.
- Assist the Director, Senior Coordinator, and Associate Managers with administrative tasks and other various projects as needed.
- Perform other position-related duties, as assigned.
QUALIFICATIONS
Minimum Training and Experience
- High School diploma or equivalent required.
- 3 years of customer service experience required.
- Cashiering and point-of-sale experience required.
- Supervisory experience (formal or informal) preferred.
Knowledge, Skills and Abilities
- Strong communication skills.
- Comfort in a fast-paced, crowded environment.
- Familiarity with Microsoft Office, Outlook, and Teams.
For more information and to apply online please visit: http://neaq.applicantpro.com/jobs/
New England Aquarium is committed to diversity, equity, and inclusion in the workplace and is an Equal Employment Opportunity Employer as defined by the EEOC. Here we foster a culture of respect, diversity, and inclusion. We strive to engage and inspire a broad audience with our efforts to protect the blue planet, and we believe a diverse workforce provides experiences, skills, and perspectives that enrich our programs, strengthen problem-solving, add creativity, and enhance our work environment.
Salary : $19 - $19
