Guest Services Specialist-DSCI Program

National Aquarium • Baltimore, MD

62d • $17 - $20 • Onsite

About The Position

The National Aquarium is looking for an engaging, service-oriented individual who will be responsible for anticipating guest needs, exceeding expectations and implementing creative solutions to provide exceptional service.

Requirements

• High school diploma, plus a minimum of 1 year of customer service experience; or equivalent combination of education and experience.
• Must be able to demonstrate excellent cash handling skills, to included counting money, calculating change, and accurately recording a transaction.
• Outstanding customer service skills, with demonstrable ability to act quickly to address a service need.
• Must be enthusiastic, motivated and enjoy working with people.
• Strong communication skills and ability to engage Aquarium guests of all ages.
• Strong basic computer skills, to include using email, navigating the internet, and working in MS Office applications.
• Ability and willingness to work a flexible schedule including weekends, holidays and occasional evenings.
• Ability and willingness to work outdoors in a variety of weather conditions.
• Ability to work with a team and independently.
• Ability to follow written and verbal instructions.
• Commitment to the Aquarium’s mission and conservation.

Nice To Haves

• Previous experience with public speaking or performance is desirable.

Responsibilities

• Provide exceptional guest service that transforms a day at the Aquarium from ordinary to extraordinary.
• Support guest service needs by working posts in any / all of the following areas: Waterfront Park, Membership/Will Call/4D Cashier, 4D Theater, Concierge and other posts as assigned.
• Greet all guests in line of sight with a smile, a verbal greeting, and approachable friendliness.
• Act as a host to each guest by demonstrating behavior that supports a positive, cheerful and professional attitude.
• Provide first-level service recovery as needed through active listening and offering solutions that successfully balance guest & Aquarium needs. Understand when to solve the problem and when to engage a Guest Service Manager or Lead.
• Assist guests in a friendly and positive manner regarding Aquarium offerings, prices, membership, directions, and general information.
• Project a professional image while in uniform and when using the phone or radio.
• Create opportunities to share marketing messages that support both the Aquarium’s mission and its business goals.
• Become familiar with the Aquarium’s story – history, accomplishments and future goals.
• Go beyond what is expected – deliver Personal Facilitated Experiences (PFEs) that inspire, delight, and engage.

Benefits

• Hourly range ($17.31-20.45) with hours worked over 40 paid as overtime, holiday premium pay, and extra pay for night work.
• Four weeks paid time off
• Six paid floating holidays
• Up to four weeks of paid family leave
• Conservation day leave
• Health care (single and family) after 30 days of full-time work
• 401(k) plan participation with employer match available
• Family membership package
• Aquarium tickets

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED