Manager, Visitor Experience

New England Aquarium•Boston, MA

2d•Hybrid

About The Position

The Manager of Visitor Experience is responsible for leading daily operations and staff management, overseeing Visitor Assistants in their day-to-day work, and ensuring the visitor experience and operations at the Aquarium run smoothly, safely, and efficiently. This role aims to create a welcoming first impression and a positive lasting impression. This is a full-time regular position offering a comprehensive benefits package. The schedule will be Sunday – Thursday, with 7-hour shifts conducted between the hours of 8 AM and 6 PM EST, varying depending on the season. This position has the option of working Thursdays remotely for residents of MA, RI, NH, ME, NY, and VT.

Requirements

Bachelor's degree required.
5+ years of related experience in operations of a busy cultural institution or other tourist attraction.
Experience managing staff in a customer service environment.
Strong supervisor of staff with the ability to ensure staff are capable of delivering on the mission of the Visitor Experience department.
Demonstrated ability to create a positive work environment and to maintain staff morale and team spirit.
Strong customer service and operations experience in a fast paced, high volume environment.
Ability to multi-task and deal with challenging visitor situations.
Self-directed and resourceful problem solver.
Willingness to have flexible schedule including weekend work.
Passion for the mission of the New England Aquarium.
Participate in our First Aid Responder program.

Responsibilities

Lead, develop, and manage Lead Visitor Assistants and Visitor Assistants in their day-to-day functions and help to create an environment defined by excellent guest service, communication, and fun.
Help establish high standards for staff and ensure consistent accountability to those standards through positive reinforcement and incentive programs.
Conduct performance evaluations and address performance issues as needed.
Assist Associate Director in developing and implementing policies and practices for screening, hiring, and onboarding enthusiastic Visitor Assistants and Lead Visitor Assistants who demonstrate good judgment and a strong work ethic.
Provide ongoing coaching, mentorship, and professional development opportunities to support staff growth and team performance.
Maintain consistent communication with Talent and Culture to ensure hiring and payroll procedures and paperwork are completed in a timely fashion, and to ensure that any staffing issues are resolved quickly and appropriately.
Analyze attendance trends and create daily schedules based on those trends and functional needs.
Adjust schedules as needed to be responsive to changing conditions.
Manage staff time-off requests and timecards.
Regularly cover shifts in the Ticket Booth, Information Desk, Simons Theatre, and on the floor in order to observe, coach, and model standards for visitor interactions and guest service.
Provide strong leadership for team and demonstrate quick problem-solving and flexibility.
Respond to and resolve customer service complaints as they arise and refer to Associate Director if needed.
Oversee and manage daily operations and systems that are in place for the Aquarium's timely opening and for safe and efficient operation throughout the day.
Resolve operational issues as they arise, consulting the Emergency Response Team as needed.
Manage and adjust ticketing time slots to ensure the main building is operating at a safe capacity that maximizes ticket sales while maintaining a comfortable experience of exhibits.
Identify opportunities to improve visitor experience operations, recommending and implementing process improvements that enhance efficiency, safety, and guest satisfaction through partnership with the Associate Director.
Work with Teen Programs to ensure the hiring, training, scheduling, and management of the teen interns meets the needs and expectations of their programs and the Visitor Experience department.
Regularly coordinate with staff in other departments including Group Sales & Reservations, Campus Operations, Events, Membership, Development, Finance, Information Technology, Marketing & Communications, Animal Care, and Conservation Learning to ensure that all Main Building operations are running smoothly.
Regularly coordinate with external partners such as Gift Shop, Café and catering, Security, Boston Harbor City Cruises, CityPASS, Duck Tours, Ben & Jerry's, and other third parties as they relate to customer service, ticketing, and the overall guest experience.
Ensure point-of-sale accuracy.
Reconcile payment and coupon deposits to ensure all ticketing registers balance at the end of the day and perform basic coupon and cash corrections when necessary.
Serve as Operations Chief of Staff & Visitors during emergencies, regularly train staff on emergency preparedness, and keep up-to-date with changes to the Emergency Management Plan.
Perform other related duties, as assigned.