Supervisor, Environmental Services

At the Monterey Bay Aquarium, we are passionate about creating an inclusive workplace that celebrates and values diversity. We firmly believe that having a team of diverse backgrounds and voices, working together, increases our capacity to serve our visitors and fulfill our mission. We welcome people from all walks of life into our team and strongly encourage people of color, LGBTQ+ individuals, veterans, and people with disabilities to apply. Job Summary: Provide direct oversight of the daily Guest Experience operations; coordinate staff resources across the aquarium and maximize the number of staff-guest interactions and the high level of staff performance; motivate, coach, and evaluate Environmental Services staff; perform standard opening and closing procedures, assist in other Guest Experience areas as needed, and handle guest service-recovery in a professional and efficient manner; perform other duties as required. Note: Because this position is part of an operational team, candidates must be able to work weekdays, weekends, and holidays. Core Activities: Incorporate activities for staff development during bi-weekly performance discussions, annual performance summaries from shopper reports, guest comments, audience research, other MBA teams, and personal observations. Identify training requirements and create training content and SOPs, track staff equipment certifications using MBA software and maintain all department Safety Data Sheets. Respond to staff/guests’ requests; communicate and coordinate cross functional logistics with MBA divisions and outside vendors/contractors. Oversee daily operational duties including staff scheduling, opening/closing, daily briefings, customer service/recovery, staff deployment, crowd control, trouble shooting, operate, maintain & repair various cleaning equipment (carpet buffer, floor push scrubber, ride on scrubber, pressure washer), emergency response (floor), maximize staff/guests’ interactions. Deliver training activities (e.g., daily hospitality, train the trainer model, facilitation of School Group orientations, Education Teen Conservation Leaders programming, etc.) across Guest Experience staff. Support the process and selection of new hires for Guest Experience Operations, Admissions and Environmental Services. Perform and/or deliver Admission and Environmental Services staff functions including but not limited to manage cue lines, knowledge of the Aquarium’s exhibits and programs, maintaining restrooms, dusting exhibits, floor maintenance. Support the Admissions Supervisor team with daily operational needs (ticket scanning, queue management, wayfinding, etc.). Participate on various aquarium committees (Sustainability, Safety, Training, DEI, Animal H&W, Ops, etc.), providing input and perspective as an active committee member. Recommend business process improvements (such as cleaning chemicals, equipment, etc.). Promote aquarium programs and benefits for higher levels of guest engagement. Operate, maintain, & repair mobile equipment (scissor lift, aerial lift, boom lift and forklift). Resolve guest escalations (including but not limited to emergency response, customer service issues, etc.). Bachelor's degree in hospitality, and/or facilities maintenance; or equivalent combination of education, training and experience Must be self-motivated, detail oriented, and have excellent time management, communication (written and oral), organizational, and interpersonal skills Experienced team player with strong interpersonal skills, flexible to changing schedules, self-motivated, self-starter and contributes to a positive work environment Ability to sustain enthusiastic interactions with both guests and staff throughout each work shift Experience working with diverse audiences Ability to work indoors and out for the full duration of the scheduled shift Experience proactively approaching customers/guests Ability to converse in another international language (Spanish, Chinese, Japanese, French, German, Portuguese, etc) Ability to work alongside Teen Conservation Leader (TCL) students, Volunteer Guides Experience working with multiple age groups, both adults and families Ability to multitask and work positively with interruptions Competency/experience with data entry, computers, and other communication technologies Proficiency in PC environment and strong working knowledge of MS Office suite Excellent oral and written communication skills Ability to engage small groups Excellent problem-solving skills: ability to exercise independent judgment and decision-making Ability to accurately apply common business math skills and concepts Experience delivering informal education and/or training Understand the importance of maintaining staff-related confidentiality Industry Certifications: Blood Born Pathogens, Chemical Safety, Cal OSHA Safety, Window Cleaning Certifications, Scissor Lift, Areal Lifts, Chemical Safety and PPE Safety Available to work both weekdays and weekends, as well as holidays Adhere to the Monterey Bay Aquarium Attendance Policy and Service Standards, and the GE Image, Appearance and Uniform Standards Ability to demonstrate support for the Monterey Bay Aquarium’s mission Ability to work within, and maintain Monterey Bay Aquarium’s Core Values Demonstrated commitment to Monterey Bay Aquarium’s Leadership Competencies Physical Requirements to Perform Essential Job Functions: Typical office equipment, ride on / push scrubber, extractor, vacuum cleaner, aerial lifts, pressure washier, buffers, MBA vehicles Sitting, standing, walking, bending Occasional unassisted lifting up to 55 lbs Typical office environment, main aquarium and exhibits, occasional offsite events, animal spaces Annual Compensation Range: $70,304-$76,000 USD annually. Starting rate will vary based on previous experience and relevant skills/knowledge set. Qualifications Education Preferred Associates or better. High School or better. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Monterey Bay Aquarium