Guest Experience Lead

Sea Life•Bloomington, MN

10d•$19

About The Position

What you'll bring to the team To lead the Rainbow Reef snorkel programs and ensure a safe, fun, and educational experience for the snorkel guests. In this role, you would fulfill the duties of Snorkel Master and the out-of-water duties of a Snorkel Host. You will also fulfill the duties of Guest Experience Host, Education, when not working in a Snorkel role. Lead an enjoyable, safe, and memorable snorkel experience. Introduce guests to and demonstrate the correct use of snorkel gear. Be knowledgeable and up to date on the Rainbow Reef exhibit and animals to deliver proper/correct information. Educate guests on the natural history of the animals found in Rainbow Reef. Organize and implement the guest Snorkel Program timeline. Maintain highest level of health and safety for program. Monitor guest experience both in and out of water. Establish a relationship that will make the customer feel comfortable and welcome. Acknowledge customer concerns and handle as appropriate. Work in a team rotation with touch pools and various other positions throughout the experience. Facilitate educational talks using public announcement systems and microphones. Deliver Behind-the-Scenes tours that are both educational and entertaining. Interpret all areas of the Aquarium in a fun, exciting way. Always welcome guests into your area and offer a pleasant parting. Maintain excellent knowledge of all program content, and be thoroughly familiar with aquarium displays and species, in order to reference and recommend learning. Other duties as assigned.

Requirements

Current Open Water Dive or Lifeguard Certification
Excellent customer service skills
Fun, positive attitude.
Strong communication skills
Ability to work independently or as part of a team
Flexible availability (weekends are a MUST)
Reliable and punctual
Ensure full compliance of policies and procedures set forth within the Health, Safety & Security in the workplace and in line with the Merlin Entertainments Group Policy.
Understand risk assessments within own workplace and ensure reporting of any new risks to appropriate line manager.
In compliance of safe working procedures in place for work activities within one’s job role.
In cases of incidents or accidents ensure appropriate reporting is done in a timely manager.

Nice To Haves

Experience dealing with large crowds a plus

Responsibilities

Lead an enjoyable, safe, and memorable snorkel experience.
Introduce guests to and demonstrate the correct use of snorkel gear.
Be knowledgeable and up to date on the Rainbow Reef exhibit and animals to deliver proper/correct information.
Educate guests on the natural history of the animals found in Rainbow Reef.
Organize and implement the guest Snorkel Program timeline.
Maintain highest level of health and safety for program.
Monitor guest experience both in and out of water.
Establish a relationship that will make the customer feel comfortable and welcome.
Acknowledge customer concerns and handle as appropriate.
Work in a team rotation with touch pools and various other positions throughout the experience.
Facilitate educational talks using public announcement systems and microphones.
Deliver Behind-the-Scenes tours that are both educational and entertaining.
Interpret all areas of the Aquarium in a fun, exciting way.
Always welcome guests into your area and offer a pleasant parting.
Maintain excellent knowledge of all program content, and be thoroughly familiar with aquarium displays and species, in order to reference and recommend learning.
Other duties as assigned.