Guest Services Shift Lead

Guest Services Shift Lead

The National Aquarium (NA) is seeking a Guest Services Shift Lead responsible for leading by example in anticipating guest needs, exceeding expectations, and implementing creative solutions to provide exceptional service. This position is expected to maintain daily communication with the team of Guest Service Representatives/Specialists to create informed Aquarium representatives, monitor service levels and coach them for a successful future at NA. 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 Connection, Curiosity, Optimism, Service and Wellbeing.

Essential responsibilities include:

Leadership

• Lead by example through a servant leadership approach that prioritizes support, collaboration, accountability, and the professional growth of Guest Services (GS) staff throughout each shift
• Maintain a visible and approachable presence through routine walkabouts of buildings and grounds to support guests, assist team members, and foster positive engagement
• Partner with fellow GS Leads to oversee daily department operations while ensuring a seamless, world-class guest experience
• Recruit, onboard, train, mentor, and support GS staff to promote individual success and team excellence
• Participate in operational meetings to review department needs, share insights, and contribute to continuous improvement efforts
• Assist with scheduling GS teams and coordinating daily post assignments to ensure effective coverage and operational efficiency
• Conduct respectful and constructive coaching conversations with GS staff regarding performance, attendance, and professional expectations, with a focus on development and accountability
• Maintain regular one-on-one check-ins with direct reports to encourage open communication, continuous performance development, and career growth opportunities

Management

• Support the daily management and coordination of Guest Services (GS) operations to ensure efficiency, consistency, and exceptional guest experiences
• Foster a positive, inclusive, and team-oriented work environment that encourages collaboration, accountability, and servant leadership principles
• Monitor operational needs and staffing levels, making real-time adjustments to support coverage and guest satisfaction
• Assist in implementing departmental policies, procedures, and service standards while ensuring compliance with organizational expectations
• Partner with leadership and cross-functional teams to address operational challenges and identify opportunities for continuous improvement
• Provide guidance, resources, and hands-on support to GS staff to help remove obstacles and promote team success
• Maintain accurate documentation related to scheduling, attendance, coaching conversations, and employee performance as needed
• Support employee engagement and retention efforts by recognizing achievements, encouraging professional development, and promoting a culture of respect and service
• Respond to guest concerns and operational issues with professionalism, empathy, and a solutions-focused mindset
• Contribute to the development of training initiatives and operational best practices that enhance team performance and the overall guest experience

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 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: Salesforce, 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 Aquarium's mission and its business goals
• Become familiar with the Aquarium's 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 Aquarium's 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 Guest Engagement 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 General Admission and Membership/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 and VR:

• 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 and VR Pods, ensuring guests are properly ticketed and aiding as needed.
• 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 Aquarium's values.
• Observe team performance and relay feedback and concerns to Guest Service Manager as needed, including during the annual review process
• Participate in the recruitment process by hiring, training, coaching, and evaluating Guest Services Staff
• Assist with managing payroll for assigned Guest Services Staff
• Direct, motivate and lead team of Guest Services Representatives and Specialists in alignment with team and institutional goals
• Participate as needed or requested in regular Guest Service Lead and Operations 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 and providing updates as needed.
• Ensure consistent messaging and communication of expectations to all Guest Services Employees. 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.