Supervisor, Environmental Services

Monterey Bay Aquarium•Monterey, CA

6d•Onsite

About The Position

The Monterey Bay Aquarium is seeking a Supervisor for its Environmental Services team. This role provides direct oversight of daily Guest Experience operations, coordinating staff resources to maximize staff-guest interactions and performance. The supervisor will motivate, coach, and evaluate Environmental Services staff, perform standard opening and closing procedures, assist in other Guest Experience areas, and handle guest service recovery professionally. This position is part of an operational team and requires availability to work weekdays, weekends, and holidays.

Requirements

Must be able to work weekdays, weekends, and holidays.
Ability to sustain enthusiastic interactions with both guests and staff throughout each work shift.
Experience working with diverse audiences.
Ability to work indoors and out for the full duration of the scheduled shift.
Experience proactively approaching customers/guests.
Ability to work alongside Teen Conservation Leader (TCL) students, Volunteer Guides.
Experience working with multiple age groups, both adults and families.
Ability to multitask and work positively with interruptions.
Competency/experience with data entry, computers, and other communication technologies.
Proficiency in PC environment and strong working knowledge of MS Office suite.
Excellent oral and written communication skills.
Ability to engage small groups.
Excellent problem-solving skills: ability to exercise independent judgment and decision-making.
Ability to accurately apply common business math skills and concepts.
Experience delivering informal education and/or training.
Understand the importance of maintaining staff-related confidentiality.
Available to work both weekdays and weekends, as well as holidays.
Adhere to the Monterey Bay Aquarium Attendance Policy and Service Standards, and the GE Image, Appearance and Uniform Standards.
Ability to demonstrate support for the Monterey Bay Aquarium’s mission.
Ability to work within, and maintain Monterey Bay Aquarium’s Core Values.
Demonstrated commitment to Monterey Bay Aquarium’s Leadership Competencies.
Typical office equipment, ride on / push scrubber, extractor, vacuum cleaner, aerial lifts, pressure washier, buffers, MBA vehicles.
Sitting, standing, walking, bending.
Occasional unassisted lifting up to 55 lbs.

Nice To Haves

Bachelor's degree in hospitality, and/or facilities maintenance; or equivalent combination of education, training and experience.
Self-motivated, detail oriented, and have excellent time management, communication (written and oral), organizational, and interpersonal skills.
Experienced team player with strong interpersonal skills, flexible to changing schedules, self-motivated, self-starter and contributes to a positive work environment.
Ability to converse in another international language (Spanish, Chinese, Japanese, French, German, Portuguese, etc).
Industry Certifications: Blood Born Pathogens, Chemical Safety, Cal OSHA Safety, Window Cleaning Certifications, Scissor Lift, Areal Lifts, Chemical Safety and PPE Safety.

Responsibilities

Provide direct oversight of the daily Guest Experience operations.
Coordinate staff resources across the aquarium and maximize the number of staff-guest interactions and the high level of staff performance.
Motivate, coach, and evaluate Environmental Services staff.
Perform standard opening and closing procedures.
Assist in other Guest Experience areas as needed.
Handle guest service-recovery in a professional and efficient manner.
Incorporate activities for staff development during bi-weekly performance discussions, annual performance summaries from shopper reports, guest comments, audience research, other MBA teams, and personal observations.
Identify training requirements and create training content and SOPs.
Track staff equipment certifications using MBA software and maintain all department Safety Data Sheets.
Respond to staff/guests’ requests.
Communicate and coordinate cross functional logistics with MBA divisions and outside vendors/contractors.
Oversee daily operational duties including staff scheduling, opening/closing, daily briefings, customer service/recovery, staff deployment, crowd control, trouble shooting.
Operate, maintain & repair various cleaning equipment (carpet buffer, floor push scrubber, ride on scrubber, pressure washer).
Perform emergency response (floor).
Maximize staff/guests’ interactions.
Deliver training activities (e.g., daily hospitality, train the trainer model, facilitation of School Group orientations, Education Teen Conservation Leaders programming, etc.) across Guest Experience staff.
Support the process and selection of new hires for Guest Experience Operations, Admissions and Environmental Services.
Perform and/or deliver Admission and Environmental Services staff functions including but not limited to manage cue lines, knowledge of the Aquarium’s exhibits and programs, maintaining restrooms, dusting exhibits, floor maintenance.
Support the Admissions Supervisor team with daily operational needs (ticket scanning, queue management, wayfinding, etc.).
Participate on various aquarium committees (Sustainability, Safety, Training, DEI, Animal H&W, Ops, etc.), providing input and perspective as an active committee member.
Recommend business process improvements (such as cleaning chemicals, equipment, etc.).
Promote aquarium programs and benefits for higher levels of guest engagement.
Operate, maintain, & repair mobile equipment (scissor lift, aerial lift, boom lift and forklift).
Resolve guest escalations (including but not limited to emergency response, customer service issues, etc.).