Greater Cleveland Aquarium seeks a Director of Guest Experience.
The Director of Guest Experience at the Greater Cleveland Aquarium is responsible for the daily oversight of visitor-facing operations, ensuring the highest standards of customer service. Closely collaborating cross-departmentally to ensure an enjoyable experience for all guests while maximizing the sales potential.
Principle Responsibilities and Duties:
Ensure a high quality of service and a high level of guest satisfaction through oversight of all aspects of the guest experience.
Oversee ticket and membership sales in-person and online.
Maintain an efficient and secure system for the point-of-sale including cash drawers, vaults and credit card services. Fulfill all financial reconciliations.
Lead guest experience team by example to ensure a positive Aquarium experience that encourages repeat visitation.
Oversee responsibilities and workflow of the Guest Experience Associates.
Participate in the hiring, training, supervision and retention of Guest Experience Associates.
Supervise the Office Assistants and oversee the operation of the reception desk.
Ensure that guest’s needs, inquires or incidents are addressed appropriately in a timely manner and handle difficult guest issues.
Create staffing schedules with appropriate coverage for daily hours and events.
Develop a high proficiency and robust knowledge of the reservation software, serving as a system administrator.
Maintain the reservation software for point-of-sale, back office, e-commerce and reporting database for daily tickets, memberships, programs and events.
Maintain point-of-sale hardware, troubleshooting with IT to correct errors.
Develop relationships with guests and members, attracting new, retaining current and re-engaging with lapsed.
Collaborate with Marketing for membership sales strategies, communications (collateral and emails), benefits and engagement.
Assist with the logistics of member events, special events and programs.
Collaborate with Education and Interpretation to ensure information about the Aquarium, exhibits, and programs is shared effectively with guests.
Work with Operations to facilitate crowd control during busy hours and to ensure safety, cleanliness and accessibility of public areas.
Track, analyze and report visitor data on a monthly basis.
Identify and measure key performance indicators to drive guest satisfaction.
Assist with planning and reviewing annual admission and membership revenue.
Develop annual departmental budget.
Continually improve the guest experience by evaluating and effectively enhancing guest service systems and procedures.
Job Experience and Education:
Minimum of 5 years of experience in customer service and operations, preferably in an attraction setting
Minimum of 3-5 years of experience in management capacity
Bachelor’s degree (BA/BS) in hospitality, business, travel and tourism, arts and culture, or closely related field
Skills and Other Requirements:
Ability to work a flexible schedule, including weekends, evenings, holidays and in critical situations as required
Strong knowledge of visitor service principles, practices, procedures and attraction audiences
Exceptional customer service skills
Effective oral and written communication skills with the ability to relate to diverse audience (age, abilities, culture, etc.)
Excellent organizational abilities, analytical skills and attention to details
Ability to deal with a wide variety of situations and maintain poise under pressure
Excellent judgment and discretion in handling confidential and sensitive situations and matters
Excellent interpersonal and management skills, combined with a team player approach including a demonstrated ability to collaborate
Proficiency in computers, data management and point-of-sale systems
Proficiency with MS Office (Outlook, Word, Excel, Teams)
Experience with electronic devices including: credit card pin pads, printers and telephone systems
Experience in web-based applications
Salary range: starting at $45,000 commensurate with experience. Benefits package.
Job classification: full-time, salary
To apply: Submit resume and cover letter to Stephanie White, General Manager, at [email protected]. For more information, visit www.greaterclevelandaquarium.com/about/careers-internships/.
Posted: November 16, 2021