Guest Operations Manager

Florida Aquarium•Tampa, FL

1d•Onsite

About The Position

This position will function as a Manager for the Guest Services Department at The Florida Aquarium (TFA) and act as a Manager on Duty (MOD) for either daytime or nighttime shifts, depending on departmental needs. The Guest Operations Manager is responsible for safeguarding that staff and campus partners are supporting the operational and guest service needs of TFA, while ensuring overall guest experience standards are met throughout the daily operation. This position will manage the Guest Service Supervisors, as well as full, part-time and seasonal guest services staff, and serve as primary point of contact for all day-to-day guest services operations and emergency procedures to ensure exceptional guest service and safety throughout the facility.

Requirements

High school diploma or GED equivalent
At least one year of supervisory experience in hospitality, operations, or a related field
Management/supervisory experience required
Current CPR/First Aid certification (or ability to obtain within 6 months)
Knowledge of Microsoft Office software

Nice To Haves

college degree preferred
Knowledge of Altru ticketing software a plus
Experience in coordinating with fire, rescue and law enforcement during incidents
Experience in dealing with customers and customer issue resolution
Knowledge of security camera operation
Spanish bilingual preferred

Responsibilities

Oversee Aquarium Guest Service Operations
Inspects all areas inside and out.
Conducts rounds of TFA, reporting any issues to the appropriate department.
Serves as POC for TFA-wide communications including opening, closing, and daily communication reports.
Ensures safe entry and departure for all TFA guests, vendors, and staff.
Ensures smooth operation for all Added Value Experience (AVE) tours and bookings.
Manages crowd control.
Serves as a POC for/liaison with Director of Security to ensure daily operation of security staff is in alignment with operational needs and services.
Completes detailed MOD report
Completes and maintains all daily logs, reports, and spreadsheets, including tracking daily attendance, and departmental budgets.
Maintains and updates daily Guest Services Standard Operating Procedures.
Implements all appropriate policies and procedures.
Maintains departmental scheduling and payroll.
Serve as primary point of contact for day-to-day guest services operations and emergency procedures (test/drill and actual), ensuring exceptional guest service and safety throughout TFA
Serves as main point of contact for completing incident reports and internal investigations.
Acts as initial point of contact for all employees during all emergency situations (live or drills), including being POC with fire or law enforcement as necessary.
Supports, reviews, catalogs, and maintains important surveillance footage.
Supports special events by scheduling staff to ensure guest safety for the event.
Works in conjunction with Security for any guest incidents.
Oversees pre-shift meetings for Guest Services staff.
Supports daily Guest Services Supervisors and staff.
Manages day-to-day operations of Guest Services department.
Oversees interviewing, selection, and scheduling of Guest Services staff.
Oversees training and corrective counseling of Guest Services staff.
Conducts quarterly in-service meeting for the Guest Services Supervisors and staff.
Ensures guest-facing areas are kept to the standards laid out by TFA.
Assists in oversight of the Environmental Services and Security daily operation