Guest Services Supervisor, Admissions

Job Description

Job Description

Job Summary:

Leads daily operations of the Guest Services Admissions team to ensure efficient, welcoming, and well-organized entry into the Aquarium. Supervises staff, oversees admissions processes, and implements procedures that support excellent guest experiences, operational readiness, and safety compliance. 

Typical weekly schedule 8:00 am – 5:00 pm Sunday-Thursday. Some flexibility required during peak seasons.

Essential Functions:

• Supervise Guest Services Admissions Associates to ensure smooth daily operations and adequate coverage at all guest entry points.
• Ensure seamless guest entry by delivering efficient, friendly service and proactively addressing guest needs.
• Demonstrate advanced knowledge of ticketing systems, admissions processes, and Aquarium programs.
• Ensure compliance with cashiering policies, including daily cash setup, balancing, auditing, and accurate reporting.
• Provide current, accurate information to guests while promoting Aquarium programs, exhibits, and services.
• Train, coach, and mentor staff while maintaining accurate training documentation.
• Create and manage daily staff schedules and rotations to ensure all posts are covered and responsibilities are completed on time.
• Approve and monitor part-time staff timecards.
• Handle guest concerns and service recovery situations in accordance with the Aquarium’s Service Recovery Plan.
• Promote effective internal communication and teamwork by maintaining up-to-date operational information and resources.
• Oversee opening and closing of Admissions areas, including ticket sales, scanning desks, Bluestone, Information Desk, exit areas, and virtual reality attractions.
• Ensure all Admissions equipment and systems are operational and report maintenance needs as appropriate.
• Assume frontline roles, including ticket booth, information desk, point of sale, virtual reality, and group admissions, as operationally required.
• Crosstrain with the Guest Services Center team and provide phone and email support as needed.
• Manage admissions supply inventory and equipment.
• Maintain standards for cleanliness, organization, and appearance of Admissions areas.
• Provide support during first aid incidents and assist with safety and emergency response procedures.

Other Duties and Responsibilities:

• Foster effective internal and external guest service, communication, and teamwork.
• Maintain required availability to work weekends, holidays, and evenings, including adjusted schedules during Aquarium Aglow and peak seasons.
• Participate in Aquarium-sponsored programs and special events in support of the organization’s mission.
• Mentor new staff members and promote a welcoming, inclusive team environment.
• Maintain current First Aid and CPR certification and provide medical assistance to staff and guests as needed.
• Perform other duties as assigned.

Knowledge, Skills and Abilities:

• Excellent verbal and written communication and leadership skills.
• Commitment to delivering consistently enthusiastic guest service and maintaining a culture of fun and excellence.
• Ability to work effectively in a fast-paced, high-volume guest services environment.
• Strong problem-solving and service recovery skills with a calm, professional demeanor.
• Ability to adapt quickly to changing conditions and operational needs.
• Comfortable speaking with individuals and groups of varying sizes.
• Goal-oriented with strong organizational skills and attention to detail.
• Familiarity with Aquarium exhibits, services, events, and community attractions.

Education and Experience Required:

• Minimum of three years of experience in a guest service or customer-facing environment.
• High school diploma or GED required.
• Experience with point of sale, CRM and/or ticketing/reservations systems preferred.
• Previous supervisory or lead experience preferred.
• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.

Licenses and Certifications Required:

• Valid Driver’s License

Supervision of Others:

• Guest Services Associates

Physical Requirements and Working Conditions:

• Regular walking, standing, sitting, bending, stooping, and use of computers and phones.
• Occasional lifting of items weighing less than 50 pounds, including supplies and equipment.
• Ability to move mobile carts, wheelchairs, umbrellas, and crowd control barriers.
• Primarily public-facing work environment with frequent contact with guests, vendors, and staff.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not construed to be an exhaustive list of all job duties performed by the personnel classified.

The Aquarium is an "at-will" employer, and as such, employment with the Aquarium is not for a fixed term, or definite period and may be terminated at the will of either party, with or without cause, and without prior notice.