Newport Aquarium Guest Experience Team Lead - Full Time

Newport Aquarium•Newport, KY

2d•Onsite

About The Position

The Guest Experience Team Lead at Newport Aquarium is a full-time role responsible for ensuring exceptional guest and host satisfaction and safety. This position involves performing and adhering to Herschend Enterprises’ Core Values and Newport Aquarium Operations Accountabilities, Policies and Procedures, and Safety Protocols. The Team Lead will provide on-boarding and ongoing training to operations hosts, handle guest and host comments and concerns, and work with the Operations Management Team to carry out assigned duties. A key aspect of the role is to provide coaching, monitor daily operations including staffing and breaks, ensure hosts maintain professional appearance and awareness of special events, and actively pursue opportunities to enhance the guest experience through meaningful communication and interpretation training. The Team Lead is also responsible for ensuring the facility is clean, organized, and that opening/closing procedures and emergency protocols are properly implemented.

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.

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 to ensure safe and efficient guest services operations.
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, and that daily paperwork is properly completed.
Ensure courteous, professional, and active leadership is always being displayed, 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 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 vison insurances
40 sick hours annually
40 personal hours annually
8 Holidays annually
80 Vacation Hours annually
Profit Sharing
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
Fully funded education programs through Grow U (certifications to associates, bachelors, and master’s degrees)