Guest Engagement Team Lead
About The Position
The Guest Engagement Team Lead supports the daily operations of the Guest Engagement team to ensure all visitors enjoy a welcoming, educational, and mission-driven experience. This position provides hands-on leadership by guiding staff, assisting with training, and ensuring service standards are consistently met. The Team Lead serves as a role model in guest interaction, helping to create memorable connections between guests, animals, and the aquarium’s mission of conservation and education. The Guest Engagement Team Lead will act as backup to the Manager/Supervisor for team support and oversight of day to day operations.
Requirements
- Previous customer service/hospitality experience is required
- Excellent interpersonal skills required
- Great with spontaneous crowd-interaction
- Public speaking experience required
- Strong verbal communication skills
- Ability to work evenings, holidays and weekends as scheduled
Nice To Haves
- College Degree preferred, but experience in the attraction industry will also be considered
- Bilingual preferred
- Previous management experience is preferred
- Over the top FUN personality
- Acting/performance experience a plus
Responsibilities
- Assist with the management of the guest engagement staff, volunteers and interns
- Support the department's goal to ensure all guests have a positive, FUN, and educational visit
- Ensure all team members are actively engaging guests and using props as assigned
- Assist guest with planning of their visit, including providing information on tours and experiences.
- Support onboarding and training of new team members on policies, procedures, and guest engagement best practices.
- Perform opening and closing duties as assigned
- Ensure the facility is guest ready and staff are in positions before opening
- Serve as an exemplary role model in behavior, performance, and work ethic to the Guest Engagement Team and other departments.
- Resolve guest complaints with empathy, professionalism, and efficiency, escalating issues when appropriate.
- Provide on-the-floor leadership and coaching to Guest Engagement Associates.
- Support team members in educating guests about exhibits, programs, tours, memberships, and animal encounters.
- Support staff training on guest interaction, storytelling, and conservation messaging.
- Serve as the first point of contact for team questions and operational needs during shifts.
- Assist with scheduling, staff placement, and coverage of key guest engagement areas.
- Follow emergency and safety protocols, guiding guests calmly in case of incident or evacuation
- Assist staff in providing interpretive information about exhibits, animals, and conservation initiatives.
- Proactively monitor guest flow, identifying and resolving challenges in high-traffic areas to ensure safety and comfort.
- Work all positions, including presentations and tours
- Assist with evening and daytime events
- Report to leadership with any daily needs changes, training, or updates and offer solutions
- The lead will identify needs, recommend changes, and offer creative ideas to better enhance the guest experience
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
