Newport Aquarium Guest Experience Lead - Part-Time Year-Round Hourly

All Career•Newport, KY

23h•Onsite

About The Position

The Newport Aquarium Guest Experience Lead is responsible for performing, implementing, and adhering to Herschend Enterprises’ Core Values and Newport Aquarium Operations Accountabilities, Policies and Procedures, and Safety Protocols to ensure safe and efficient guest services operations. This role involves maintaining appropriate guest and host relations at all times, while ensuring guest and host satisfaction and safety. The Lead will provide on-boarding and ongoing training to operations hosts to enhance the Guest Experience and handle comments, concerns, and suggestions regarding policy and procedure from both guests and hosts. They will take direction from and work with the Operations Management Team in carrying out duties throughout guest experience operations and guest services, and handle various host and guest comments and concerns with authority to render approvals in cases requiring exceptions to Newport Aquarium policies. The position requires becoming First Aid, CPR, AED, BBP, and Emergency Response trained. Daily responsibilities include consistently coaching hosts, monitoring staffing levels, ensuring hosts receive required breaks, completing daily paperwork, displaying courteous and professional leadership, ensuring hosts are in correct uniform and maintain a professional appearance, and informing employees of special events, groups, and programming/promotions. The Lead is expected to intentionally pursue opportunities to provide the best guest experience, ensure interpretation training is utilized by hosts, maintain a clean and organized facility, and properly implement all opening, closing, and emergency procedures. Newport Aquarium, one of the many properties owned by Herschend Enterprises, prides itself on creating memories worth repeating, guided by Core Values of greatly exceeding guest expectations, serving others, creating emotional connections, and constantly improving.

Requirements

Must be able to perform duties and responsibilities of an Exhibits Interpreter with minimal supervision.
Must have strong public speaking skills.
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.
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.
Successful completion of pre-employment criminal background screen.
No history of allergy related to animals or plants, which might interfere with ability to work.
Ability to remain on feet for long periods of time, climb stairs, bend and stoop.
Physical strength, including the ability to lift up to 25 pounds.
Immuno-competence (possible exposure to infections and parasitic disease).

Nice To Haves

Prior supervisory experience is a plus.
Knowledge of other languages (beyond English) is a plus.

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.
Daily paperwork is properly completed.
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.
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.
Interpretation training is being utilized by hosts to ensure the best possible guest experience through meaningful communication and connection.
The facility is clean and organized and all opening and closing procedures are properly implemented.
Emergency procedures, if/when necessary, are being implemented according to Newport Aquarium policy.
Perform other related duties as assigned by Operations Management Team.

Benefits

Profit Sharing and 401K Plan with company match
24 hours of SICK PTO annually
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
Opportunity to work on projects that have never been done before – ideas that are unproven, and concepts that make people smile.
Expect to have fun and be treated with respect the minute you start…and through to the end.
Expect to work in an environment that is highly innovative and low in politics – truthful and filled with smart people; all while providing the BEST GUEST EXPERIENCE IN THE NATION!
Expect to work hard and make a difference in our world by helping to bring families closer together.
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