Lead Visitor Assistant

New England Aquarium•Boston, MA

2d•$20 - $20•Onsite

About The Position

The Lead Visitor Assistant plays a key role in coordinating the daily operations of the Ticket Booth, Information Desk, and all other Visitor Experience areas while performing all Visitor Assistant duties to the highest standard. They will ensure that instructions given by the Managers are carried out effectively and champion a collaborative and productive team culture. The Lead Visitor Assistant is committed to providing a safe, educational, and enjoyable experience for all guests throughout their time at the Aquarium and the Simons Theatre.

Requirements

High School diploma or equivalent required.
3 years of customer service experience required.
Cashiering and point-of-sale experience required.

Nice To Haves

Supervisory experience (formal or informal) preferred.
Strong communication skills.
Excellent guest services skills.
Ability to mentor and train diverse audiences.
Comfort in a fast-paced, crowded environment.
Proficiency with Microsoft Office, Outlook, and Teams.

Responsibilities

Guide the opening and closing of all Visitor Experience areas, including the Information Desk, Ticket Booth, Simons Theatre, scan stations, and plaza locations.
Serve as the supervisor-on-duty in Visitor Experience areas in the absence of a manager.
Display a mastery of all Visitor Experience areas and expectations of Visitor Assistants, including cross-training opportunities with other areas.
Train, coach, and evaluate Visitor Assistants and Teen Interns in all areas of the department as needed or directed. Exemplify and reinforce department policies and procedures. Report any staffing or operational issues to the Managers on duty.
Support the Volunteer Programs and Internships with interviewing and onboarding Teen Interns.
Calmly, courteously, and professionally respond to guest questions, concerns, and complaints and act to resolve them, referring to Managers as needed.
Participate in emergency response protocols under the direction of the Emergency Response Team and in accordance with the Emergency Management Plan guidelines. Participate in regular safety drills. Respond quickly and calmly, and assist with communications during emergencies via two-way radios, telephones, and the public announcement speaker system.
Ensure the Information Desk and Ticket Booth have updated documents related to safety and emergency management, point-of-sale guidelines, and other job-related resources. Maintain cleanliness, organization, and professionalism in all working areas. Notify the Associate Manager of Visitor Experience Operations when supplies are running low.
Triage information that is received at the Info Desk, ensuring that it is relayed to the appropriate departments in a timely manner.
Demonstrate high standards of guest and staff interactions and provide first-class guest service; lead by example for Visitor Assistants and Teen Interns.
Assist with ticketing time slot adjustments by monitoring queues and capacity counters and relaying that information at appropriate times to the Managers to ensure the Aquarium is operating at a safe capacity that maximizes ticket sales while maintaining a comfortable experience of exhibits.
Provide basic, mission-aligned interpretation at exhibits. Ensure that Visitor Assistants are appropriately dispersed in exhibit galleries in order to provide general assistance and ensure the safety of guests, staff, and animals.
Assist the Associate Director, Associate Manager, and Managers with administrative tasks and other various projects as needed.
Perform other position-related duties as assigned.