DescriptionMAJOR DUTIES AND RESPONSIBILITIES:
- Perform, adhere to, and implement all Herschend Enterprises' Core Values and Newport Aquarium Guest Services Standards, Policies, Procedures, and Safety Protocols to ensure safe and efficient guest services operation, while focused on delivering an excellent guest experience.
- Take direction from Guest Services Management and Team Leads for daily responsibilities as adjustments are necessary to ensure a seamless daily operation.
- Always maintain a positive attitude and appearance while greeting guests in a friendly manner to help during their entry process.
- Arrive on time and ready to work all scheduled shifts, and in accordance with the aquarium uniform policy and appearance standards.
- Always keep safety as a number one priority.
- Implement/understand policies and procedures relating to the overall functions of the Guest Services department.
- Assist in general entry process which can include general greeting, ticket scanning, and facilitation of rental items.
- Work with other team members/departments of Newport Aquarium to ensure effective communication is always implemented.
- Offer upsell/suggestions during all transactions with guests to help create the best possible visit for each guest.
- Maintain knowledge of activities, aquatic life, and Newport Aquarium special events/promotions in order to properly notify and inform guests.
- Must be self-motivated to work independently, as well as, disciplined, reliable, and accountable.
- Always maintain appropriate guest and team member relations, ensuring guest and team satisfaction.
- Demonstrates strong customer service and interpersonal skills by handling comments, concerns, and suggestions from guests regarding the overall guest experience via phone and/or email/in person.
- Must have strong record keeping skills.
- Maintain knowledge of BOS ticketing system and stay up to date on changes in ticket types, promotions, and updates.
- Maintain knowledge and execute proper operation of Virtual Reality (VR) Experience and Stingray Feed Experience.
- Responsible for maintaining Payment Card Industry (PCI) compliance, in addition to proper cash handling procedures.
- Perform other duties as assigned by the Guest Service Management Team.
- Daily ensure the Best Guest Experience is being facilitated every day, in every interaction. QUALIFICATIONS:
- Working towards or obtained a high school diploma or equivalent
- Must have strong public speaking skills and the ability to read, write and speak the English language (knowledge of other languages is a plus)
- Working knowledge of Microsoft Office Suite
- Must be able to think clearly, and react quickly to changes and/or emergency situations
- Previous customer service or retail experience preferred
- Ability to work a flexible schedule which includes evenings, weekends and/or holidays
- Knowledge of marine life is a plus
REQUIREMENTS: - Successful completion of pre-employment drug screening and 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 25 pounds WHAT YOU'LL GET:
- Profit Sharing and 401K Plan with company match
- Free entrance for you and your dependents which extends to most Herschend Enterprises' properties
- Earn 1 General Admission complimentary ticket, that you can give to anyone, per pay period
- Discounts at Sharky's Cafe, Sweet Dreams Candy Company, and the gift shop
- Discounted tickets and annual passes for friends and family
- Training and development 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. Looking to pursue your education without debt? Grow U has hundreds of programs available from certifications to college prep to associates, bachelor's, and master's degrees. Most of these programs are fully funded. Learn more at: Newport Aquarium, one of the many properties owned by Herschend Enterprises, prides itself on creating memories worth repeating. Our Core Values - greatly exceeding guest expectations, serving others, creating emotional connections, and constantly improving - give us purpose and guidance. Qualifications BehaviorsTeam Player - Works well as a member of a groupEnthusiastic - Shows intense and eager enjoyment and interestDetail Oriented - Capable of carrying out a given task with all details necessary to get the task done well MotivationsSelf-Starter - Inspired to perform without outside helpFlexibility - Inspired to perform well when granted the ability to set your own schedule and goalsAbility to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization EducationHigh School (required) Skills
- Ticketing System (preferred)
- Up-Selling (preferred)
- Point of Sales (preferred)
- Microsoft Office (preferred)
- Interpersonal Skills (preferred)
- Cash Handling (preferred)
- Computer/Technical Literacy (preferred)