Assistant Manager, Guest Services Lead

2 days ago

Atlanta, Georgia, United States Georgia Aquarium Full time
Job Title: Assistant Manager, Guest Services

Job Summary:

The Assistant Manager, Guest Services, plays a crucial role in ensuring a safe, interactive, and engaging experience for all aquarium guests. Reporting to the Manager of Guest Services, this position is responsible for overseeing the daily operations of the Guest Services department, including supervision of Leads, Team Specialists, and Volunteers.

Key Responsibilities:

  • Manage and supervise Leads, Team Specialists, and Volunteers working daily and for Special Events.
  • Ensure all animal and guest safety procedures are followed.
  • Oversee the daily guest flow in and out of the Dolphin, Sea Lion, and Group Entrance, as well as the overall operation.
  • Oversee the ticketing training at Point of Sale and daily transactions.
  • Support the Guest Services, Guest Relations, Group Sales, and Animal Interaction Desk Point of Sale team members.
  • Assist in delivery and development of guest service and training classes for all team members.
  • Perform observations on team members, providing immediate feedback and recording it in the GMT.
  • Conduct Lead and Team Specialist Evaluations and performance action plans.
  • Data entry, filing, and administrative assigned duties.
  • Responsible for tracking ticket stock and other supplies needed for the operation of the department.

Requirements:

  • At least one year of education, interpretation, or guest service management experience in a zoo, aquarium, or hospitality setting.
  • Supervision and training experience of staff preferred.
  • Demonstrated experience and knowledge in education, interpretation, hospitality, or related field.
  • Proven understanding of training and evaluations preferred.
  • Demonstrated ability to develop partnerships and good working relations with others.
  • Demonstrate knowledge of wildlife conservation and environmental issues.
  • Demonstrated awareness and understanding of Guest Service.
  • BA/BS in Education, Hospitality, Training, or related area.
  • Must be able to work flexible hours, including weekends and evenings.
  • Proficiency with Microsoft Office Products.

Physical Demands & Work Environment:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus.

While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

Commitment:

I commit to Georgia Aquarium, Inc. to be a part of the following:

Mission: Georgia Aquarium is a nonprofit committed to inspiring awareness and preservation of our ocean and aquatic animals worldwide.

Vision: To be the Premier Aquarium in the World for Science, Entertainment, Education, and Conservation.

Values: Respect, Teamwork, Integrity, Innovation, Leadership, Excellence, Appreciation, and Inclusion.

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