Guest Engagement Team Lead

Job Description

Job Description

POSITION DESCRIPTION

POSITION TITLE: Guest Engagement Team Lead

REPORTS TO: Manager of Guest Experience/Supervisor of Guest Engagement

SUPERVISES: Guest Engagement Staff/Volunteers/Interns

EXEMPT OR NON-EXEMPT: (Non-Exempt)

PERCENTAGE OF FULL TIME EMPLOYMENT: Full-time

PERMANENT/SEASONAL/TEMPORARY: Permanent

LOCATION: ON-SITE, REMOTE, OR HYBRID: On-Site

PRIMARY RESPONSIBILITY:

The Guest Engagement Team Lead supports the daily operations of the Guest Engagement team to ensure all visitors enjoy a welcoming, educational, and mission-driven experience. This position provides hands-on leadership by guiding staff, assisting with training, and ensuring service standards are consistently met. The Team Lead serves as a role model in guest interaction, helping to create memorable connections between guests, animals, and the aquarium’s mission of conservation and education. The Guest Engagement Team Lead will act as backup to the Manager/Supervisor for team support and oversight of day to day operations.

ESSENTIAL JOB FUNCTIONS:

• Assist with the management of the guest engagement staff, volunteers and interns

• Support the department's goal to ensure all guests have a positive, FUN, and educational visit
• Ensure all team members are actively engaging guests and using props as assigned
• Assist guest with planning of their visit, including providing information on tours and experiences.
• Support onboarding and training of new team members on policies, procedures, and guest engagement best practices.

• Perform opening and closing duties as assigned
• Ensure the facility is guest ready and staff are in positions before opening
• Serve as an exemplary role model in behavior, performance, and work ethic to the Guest Engagement Team and other departments.
• Resolve guest complaints with empathy, professionalism, and efficiency, escalating issues when appropriate.
• Provide on-the-floor leadership and coaching to Guest Engagement Associates.
• Support team members in educating guests about exhibits, programs, tours, memberships, and animal encounters.
• Support staff training on guest interaction, storytelling, and conservation messaging.
• Serve as the first point of contact for team questions and operational needs during shifts.
• Assist with scheduling, staff placement, and coverage of key guest engagement areas.
• Follow emergency and safety protocols, guiding guests calmly in case of incident or evacuation
• Assist staff in providing interpretive information about exhibits, animals, and conservation initiatives.
• Proactively monitor guest flow, identifying and resolving challenges in high-traffic areas to ensure safety and comfort.
• Work all positions, including presentations and tours
• Assist with evening and daytime events
• Report to leadership with any daily needs changes, training, or updates and offer solutions
• The lead will identify needs, recommend changes, and offer creative ideas to better enhance the guest experience

EDUCATION/EXPERIENCE REQUIREMENTS:

• College Degree preferred, but experience in the attraction industry will also be considered
• Bilingual preferred
• Previous customer service/hospitality experience is required
• Previous management experience is preferred
• Excellent interpersonal skills required
• Great with spontaneous crowd-interaction
• Public speaking experience required
• Over the top FUN personality
• Strong verbal communication skills
• Acting/performance experience a plus

• Ability to work evenings, holidays and weekends as scheduled

PHYSICAL REQUIREMENTS:

• Able to lift up to 30 lbs. – Occasionally
• Lift up to 20lbs to shoulders and above head – Moderate Frequency

• Walk/stand for long periods of time in an outdoor environment - Frequently
• Maneuver safely on uneven terrain or in tight spaces - Frequently
• Safely climb ladders when needed – Moderate Frequency
• Squat, bend, kneel, twist and reach - Frequently
• Push and pull larger equipment – Moderate Frequency
• Work in extreme weather conditions – sun, wind, rain, heat, humidity - Frequently

• Work indoors or under cover without air conditioning or heat – Frequently

Clearwater Marine Aquarium reserves the right to revise job descriptions or work hours as required.

All job requirements are subject to change to reflect the evolving position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws).

A statement of “permanent” position is not a guarantee of employment. It simply means the role has no set end date. In Florida, employment is "at-will" by default, meaning either party can terminate the relationship at any time for any legal reason and as such continued employment remains on an “at-will” basis.

Clearwater Marine Aquarium is an equal opportunity employer, and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. Clearwater Marine Aquarium participates in E-Verify, please view the Notice of E-Verify Participation and the Notice of Right to Work.