Newport Aquarium, one of the many properties owned by Herschend Family Entertainment, prides itself on bringing families closer together by creating memories worth repeating. Our Core Values – greatly exceeding guest expectations, serving others, creating emotional connections, constantly improving – give us purpose and guidance.
SUMMARY:
The position of Guest Service Supervisor at the Newport Aquarium supports the Guest Service team by ensuring a seamless daily operation. Reporting to the Guest Service Manager and working alongside the other Supervisors, this position actively oversees the team member and guest experience throughout their assigned areas. The Guest Service Division consists of Ticketing, Entry Operations, Animal Encounters, House & Grounds, Exhibits, and Events. This position will be directly responsible for House & Grounds and Events, but will be exposed to all other operating areas as well.
Required Skills
MAJOR DUTIES AND RESPONSIBILITIES:
- Work with the Guest Experience Director and Guest Service Manager to develop Guest Services annual operating plan and implement strategies to engage staff, guests and provide the best guest experience in the nation.
- Work with the Guest Service Manager in recommending procedures to ensure the safest and most efficient operation.
- Develop personnel schedules for the location and maintain time off requests and availability data.
- Assist in maintaining accurate time records for assigned personnel.
- Assist in maintaining proper implementation of required documentation for guest service operations, including daily cash register reports, shift status forms, order sheets and other necessary documents.
- Work with the Guest Service Manager in recommending supplies and equipment necessary for operation and utilize these according to pre-determined guidelines.
- Assist in implementing an effective training program for all assigned team members; continually monitor the effectiveness of this training through observation, communication and challenge check-ins.
- As requested, assist the Guest Service Manager in the preparation and implementation of standard operating procedures; help to ensure that all procedural changes and new procedures are documented, consistently delivered, communicated and given to assigned personnel.
- Responsible for maintaining PCI compliance, ensuring that staff is trained and training is current.
- Bring a solution focused attitude to all situations and work with a dynamic team of inspiring team members.
- On a daily basis for the location, monitor and ensure that:
- The team is adequately staffed with trained and certified personnel.
- All equipment is properly checked and opening procedures are conducted before operation occurs.
- Daily paperwork is properly completed.
- The team is being actively coached, mentored and receiving daily leadership
- Operational updates are communicated to all Guest Service staff
- Facilitate team meetings, shared experiences and provide staff development
- If applicable, cash control procedures are being properly implemented.
- All safety protocols are being followed.
- Guest interactions are being reinforced or coached
- Employees are being courteous, friendly and helpful.
Required Experience
QUALIFICATIONS:
- Minimum of three (3) to five (5) years successful supervisory experience preferred.
- Experience in operations in a guest attraction or retail environment.
- College degree in related field preferred.
- Strong leadership and management skills required.
PHYSICAL REQUIREMENTS:
- Successful completion of pre-employment background check
- Ability to remain on feet for long periods of time, climb stairs, bend and stoop
- Physical strength, including the ability to lift up to 20 pounds
NOTE: Position will involve exposure to inclement weather, dust, potentially dangerous and unpredictable animal species, and potential dangerous machinery, restraint devices and toxic chemicals and/or drugs. Occasional use of protective clothing or equipment is required e.g. goggles, mask, gloves, and gowns.
YOU CAN EXPECT:
You can expect to work on projects that have never been done before – ideas that are unproven, and concepts that make people smile. You can expect to have fun and be treated with respect the minute you start…and through to the end. You can 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!
And most of all, you can expect to work hard and make a difference in our world by helping to bring families closer together.