Newport Aquarium Guest Experience Team Lead - Full Time

All Career • Newport, KY

1d • Onsite

About The Position

The Guest Experience Team Lead is responsible for performing, implementing, and adhering to all Herschend Enterprises’ Core Values and Newport Aquarium Operations Accountabilities, Policies and Procedures, and Safety Protocols to ensure safe and efficient guest services operations. This role involves maintaining appropriate guest and host relations at all times, ensuring guest and host satisfaction and safety. The Team Lead will provide on-boarding and ongoing training to operations hosts, handle comments, concerns, and suggestions from guests and hosts, and take direction from the Operations Management Team. They will also handle various host and guest comments and concerns with the authority to render approvals for exceptions to Newport Aquarium policies. This position requires becoming First Aid, CPR, AED, BBP, and Emergency Response trained, and consistently providing coaching to recognize good performance and correct unacceptable behaviors. The Team Lead will monitor daily operations to ensure adequate staffing, proper host breaks, accurate completion of daily paperwork, and that hosts are in correct uniform and maintain a professional appearance. They will ensure hosts are aware of special events and promotions, and actively pursue opportunities to provide the best guest experience. Interpretation training will be utilized to ensure meaningful communication and connection with guests. The Team Lead will also ensure the facility is clean, organized, and that opening/closing procedures and emergency procedures are properly implemented. Other related duties may be assigned by the Operations Management Team.

Requirements

• Must be able to perform duties and responsibilities of an Exhibits Interpreter with minimal supervision.
• Must have strong public speaking skills.
• Prior supervisory experience is a plus.
• Willingness to take direction and coaching from experienced hosts and leads in order to improve your skills and enhance the guest experience.
• Willingness to provide direction and coaching to both experienced and less-experienced hosts and leads in order to improve their interpersonal and presentation skills, as well as their overall confidence and focus on the guest experience.
• Must read, write, and speak the English language (knowledge of other languages a plus).
• Demonstrated ability to work as part of a team in a constantly changing environment as well as individually, with minimal supervision.
• Ability to work a flexible schedule which will include evenings, weekends and/or holidays.
• Willingness and ability to work after hour events on occasion.
• Successful completion of pre-employment criminal background screen.
• No history of allergy related to animals or plants, which might interfere with ability to work.
• Ability to remain on feet for long periods of time, climb stairs, bend and stoop.
• Physical strength, including the ability to lift up to 25 pounds.
• Immuno-competence (possible exposure to infections and parasitic disease).

Nice To Haves

• Knowledge of other languages.

Responsibilities

• Perform, implement, and adhere to all Herschend Enterprises’ Core Values and Newport Aquarium Operations Accountabilities, Policies and Procedures, and Safety Protocols.
• Maintain appropriate guest and host relations at all times, while ensuring guest and host satisfaction and safety.
• Provide on-boarding and ongoing training to operations hosts in order to provide the best Guest Experience.
• Handle comments, concerns, and suggestions regarding policy and procedure from guests and hosts.
• Take direction from and work with the Operations Management Team in carrying out all other duties assigned throughout the guest experience operations and guest services.
• Handle various host and guest comments and concerns with authority to render approvals in cases requiring exceptions as they relate to Newport Aquarium policies.
• Become First Aid, CPR, AED, BBP, and Emergency Response trained.
• Consistently provide coaching to recognize good performance and to correct unacceptable behaviors.
• On a daily basis monitor and assure that all locations are adequately staffed with trained and certified hosts.
• Ensure all hosts receive required breaks.
• Ensure daily paperwork is properly completed.
• Display courteous, professional, and active leadership at all times, even in times of high stress.
• Ensure hosts are in correct uniform and maintain a professional and well-kept appearance.
• Ensure employees are aware of any special events, groups, and programming/promotions.
• Intentionally pursue opportunities for hosts and yourself to provide the best guest experience every day and within every interaction.
• Ensure interpretation training is being utilized by hosts to ensure the best possible guest experience through meaningful communication and connection.
• Ensure the facility is clean and organized and all opening and closing procedures are properly implemented.
• Ensure emergency procedures, if/when necessary, are being implemented according to Newport Aquarium policy.
• Perform other related duties as assigned by Operations Management Team.

Benefits

• Comprehensive medical, dental, and vision insurances
• 40 sick hours, 40 personal hours, 8 Holidays, 80 Vacation Hours annually
• Profit Sharing and 401K Plan with company match
• Free entrance for you and your dependents which extends to most Herschend Enterprises’ properties
• Earn 1 General Admission complimentary ticket, that you can give to anyone, per pay period
• Discounts at Sharky’s Café, Sweet Dreams Candy Company, and the gift shop
• Discounted tickets and annual passes for friends and family
• Training and development
• Grow U has hundreds of programs available from certifications to college prep to associates, bachelor's, and master’s degrees. Most of these programs are fully funded.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed