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

Newport Aquarium•Newport, KY

6h•Onsite

About The Position

This role involves 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. The position focuses on maintaining appropriate guest and host relations, ensuring satisfaction and safety, and providing on-boarding and ongoing training to operations hosts. The Lead will handle comments, concerns, and suggestions from guests and hosts, take direction from the Operations Management Team, and provide coaching for performance and behavior. The role also involves monitoring staffing, daily paperwork, host appearance, awareness of special events, and ensuring proper implementation of facility cleanliness, opening/closing procedures, and emergency protocols. The company prides itself on creating memories worth repeating, guided by Core Values of greatly exceeding guest expectations, serving others, creating emotional connections, and constantly improving. The environment is described as highly innovative, low in politics, truthful, and filled with smart people, aiming to provide the best guest experience in the nation and help bring families closer together.

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 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.
On a daily basis monitor and assure that: Daily paperwork is properly completed.
On a daily basis monitor and assure that: Courteous, professional, and active leadership is always being displayed, even in times of high stress.
On a daily basis monitor and assure that: Ensure hosts are in correct uniform and maintain a professional and well-kept appearance.
On a daily basis monitor and assure that: Employees are aware of any special events, groups, and programming/promotions.
On a daily basis monitor and assure that: Intentionally pursue opportunities hosts and yourself to provide the best guest experience every day and within every interaction.
On a daily basis monitor and assure that: Interpretation training is being utilized by hosts to ensure the best possible guest experience through meaningful communication and connection.
On a daily basis monitor and assure that: The facility is clean and organized and all opening and closing procedures are properly implemented.
On a daily basis monitor and assure that: 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
Grow U has hundreds of programs available from certifications to college prep to associates, bachelor's, and master’s degrees. Most of these programs are fully funded.

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