Guest Services Shift Lead - Baltimore, United States - National Aquarium

Description

** Guest Services Shift Lead**

**Job Category****:** Guest Services Operations **Requisition Number****:** GUEST001709 Showing 1 location **Job Details**

**Description**

This position is responsible for leading by example in anticipating guest needs, exceeding expectations and implementing creative solutions to provide exceptional service. This position is assigned to an area for any given shift, and is expected to be available to the team of Guest Service Representatives/Specialists to support service needs and ensure service recovery. Responsibilities include taking the initiative to support the needs of guests from the moment of arrival through departure, ensuring all requests are addressed with enthusiasm and always following Aquarium policies and procedures while keeping in mind the Aquarium values of Integrity, Innovation, Service, Excellence, and Engagement.

**Essential Functions**:

**Guest Service**

Provide exceptional guest service that transforms a day at the Aquarium from ordinary to extraordinary:

+ Support guest service needs by working stations in any / all of the following areas: at all posts.

+ Greet all guests in line of sight with a smile, a verbal greeting, and approachable friendliness

+ Act as host to each guest by demonstrating behavior that supports a positive, cheerful and professional attitude

+ Assist guests in a friendly and positive manner regarding Aquarium offerings, prices, membership, directions, and general information

Ensure knowledge is current by using resources available: the Daily Navigator, Yammer, morning Huddle, Plan of the Day, email announcements, etc.

Ensure skills are kept fresh by attending all training classes and offerings as required

+ Project a professional image while in uniform and when using the phone or radio

+ Create opportunities to share marketing messages that achieve both the Aquariums mission to inspire conservation of the worlds aquatic treasures and its business goals

+ Become familiar with the Aquariums story history, accomplishments and future goals

+ Go beyond what is expected deliver Personal Facilitated Experiences (PFEs) that inspire, delight, and engage

When representing the Aquarium in the Waterfront Park:

+ Engage and persuade pedestrian traffic to visit the Aquarium through exceptional guest service and enthusiastic communication of the Aquariums features and amenities; and

+ Ensure guests are informed regarding entrance times, queues, special events, promotions, etc., and help guests get excited about their visit by enthusiastically announcing all that they have to look forward to inside.

+ Ensure guest queuing areas are orderly, instructions and guidance are clear and consistent, and the areas are clean.

When representing the Aquarium in the Ticket Center:

+ Operate the computerized admissions system correctly to properly process all guest needs, including ticket purchasing, add-ons, memberships, etc.

+ Use suggestive selling and service techniques to capture sales opportunities for additional items, such as Memberships, 4D films, and/ or Immersion Tours.

+ Ensure proper money handling procedures are being followed including those for cashier drawer reconciliation, ticket and coupon redemption, change fund verification/exchange, and large bill drops.

+ Perform general maintenance of ticket equipment to include reloading, power down and reset procedures.

+ Use ticket system to generate necessary daily reports to include: emailing daily pre-sale numbers to Visitor Programs for use at the morning Huddle, daily group list, 4D capture rate, Group finalization report, and Code 100.

+ Authorize and process refunds, voids and reprints for guests.

+ Help manage the flow of guests through the Membership and Will Call areas.

+ Ensure the Ticket Center is clean, organized, and appropriately stocked by constantly monitoring the levels of ticket stock, receipt paper and general office materials to support the needs of the staff.

When representing the Aquarium in the 4D Theatre:

+ Enthusiastically promote presentations to guests; manage last-minute sales as needed

+ Ensure safety and comfort of guests by managing queue for shows, effectively moving guests in / out of theatre, ensuring guests are properly ticketed and providing assistance as needed, and ensuring 3D glasses are clean and in good working order.

+ Understand and use all equipment properly, following all policies, procedures, and safety protocols. Conduct all required daily testing for equipment; operate automated system to clean 3D glasses used for shows.

+ Professionally present polished shows to visitors, to include following scripted pre- and post-show messaging

**Shift Leader Duties**

Monitor guest traffic patterns and implement effective responses to challenges and problems; make recommendations for alternatives when / if standard responses are ineffective.

Maintain good communications with staff and disseminate pertinent information in a timely manner.

Provide first- and second-level service recovery as needed through active listening and offering solutions that successfully balance guest & Aquarium needs. Understand when to solve the problem and when to engage a department manager or leader.

Support the guest experience by being a role model of an informed Aquarium representative, committed to living the Aquariums values.

Observe team performance and relay feedback and concerns to Guest Service Managers as needed, including during the annual review process

Participate in the recruitment process by meeting candidates and making recommendations to the Guest Service Managers as requested

Participate as needed or requested in regular Guest Service Manager meetings to present observations, challenges and creative solutions.

Ensure team members are updated and knowledgeable about Aquarium current events by helping lead the Daily Huddle, distributing Plan of the Day, and providing updates as needed.

Provide training to all new hires and ensure consistent messaging and communication of expectations. Assist with keeping printed training materials and operations guides up to date.

**Safety**

Ensure the safety of staff & guests by following established and ad hoc safety policies and procedures, including but not limited to:

+ Ensure guests are queued appropriately to maintain ticket time schedule

+ Follow and enforce safety guidelines regarding escalators, movealators, and elevators.

+ Ensure emergency and evacuation situations are successfully and smoothly executed, including providing staff and guests with emergency exit information and assistance.

+ Use available resources to ensure service levels stay high when in situations / conditions beyond our control.

+ Ensure team complies with ADA regulations and related Aquarium policies

+ Monitor all areas to ensure a safe environment, acting appropriately when needed to secure an area, address a concern, and/or report potential safety hazards.

+ Act appropriately to ensure spills and debris are cleaned up immediately; understand when to call Custodial and when to simply clean it up.

Adhere to all organizational and departmental policies and procedures

Other duties as assigned or required.

**QUALIFICATIONS:**

High school diploma, plus some college course work and 2-3 years of customer service experience; or equivalent combination of education and experience

Must be able to demonstrate excellent cash handling skills, to included counting money, calculating change, and accurately recording a transaction

Outstanding customer service skills, with demonstrable ability to act on a dime to address a service need

Previous experience with public speaking or performance is desirable

Must be enthusiastic, motivated and enjoy working with people

Strong communication skills and ability to engage Aquarium guests of all ages

Strong basic computer skills, to include using email, navigat