Guest Services Supervisor - Full-time

Job Description

Job Description

Position: Guest Services Supervisor - Full-time

Reports To: Guest Services Manager

Compensation: $17.00

Why Utah? 

Utah is home to five national parks, world-class skiing and snowboarding, hundreds of miles of hiking and biking trails, and stunning deserts, mountains, and lakes, all within easy driving distance. Outdoor adventure is part of everyday life. The Salt Lake Valley consistently ranks high for safety, clean communities, short commute times, and family-friendly amenities. Draper offers a balance of suburban comfort and urban access, with downtown Salt Lake City just 15 minutes away. Enjoy all four seasons without extremes—sunny summers, colorful falls, snowy winters, and mild springs, perfect for both outdoor recreation and city living. Utah’s communities are known for being engaged, supportive, and service-oriented, making it easy for newcomers to feel at home.

About Loveland Living Planet Aquarium: 

Loveland Living Planet Aquarium (LLPA) is a mission-driven institution dedicated to inspiring people to explore, discover, and learn about Earth’s diverse ecosystems. Founded in 1997, the Aquarium provides impactful educational experiences for guests of all ages and backgrounds.

Since opening its Draper, Utah facility in 2014, LLPA has welcomed more than 10 million visitors and delivered over 650,000 educational experiences to students. Home to over 4,000 animals representing 650 species, the Aquarium features immersive habitats from around the world, including coral reefs, kelp forests, the deep ocean, Antarctic waters, tropical rainforests, Asian cloud forests, and Utah’s freshwater ecosystems.

Accredited by the Association of Zoos and Aquariums (AZA) since 2019, LLPA is in an exciting phase of growth. With the opening of the Sam and Aline Skaggs Science Learning the Aquarium became the largest in the Mountain West and the fifth largest aquarium in the continental United States, offering expanded opportunities for education, research, and professional impact.

Position Summary:

The Guest Services Supervisor provides daily leadership to the Aquarium’s front-line Guest Services team and plays a key role in creating a welcoming, engaging, and memorable experience for every guest, including those visiting during the day or attending private events. This position leads by example in hospitality, professionalism, and proactive guest service while coaching team members to consistently deliver an exceptional guest experience. The Supervisor oversees daily Guest Services operations, including staffing and assignments, opening and closing procedures, cash management, guest recovery, and the cleanliness, organization, and show readiness of all public-facing and event-related areas. Through active floor leadership, the Guest Services Supervisor ensures team members and guest spaces consistently reflect the Aquarium’s standards for safety, courtesy, show, education, and efficiency.

Critical Skills/Competencies:

• Must be able to give direction and delegate responsibilities
• Ability to work in a fast paced, complex environment
• Excellent oral and written communication skills
• Proficiency in Microsoft Office Applications
• Experience with Galaxy POS preferred 

Qualifications:

• High School Diploma or equivalent experience 
• 1+ years of experience in guest service, hospitality, attractions, or similar field 
• Previous supervisory or leadership experience preferred
• Ability to exercise judgment and make decisions based on job knowledge and awareness of company goals

Essential Duties and Responsibilities:

• Ensures show readiness throughout all guest-facing areas, including spaces supporting public operations and private events, by routinely inspecting for cleanliness, organization, appearance, functionality, signage, supplies, and overall presentation before opening and throughout scheduled activities
• Identifies and promptly addresses conditions that detract from the guest experience, coordinating with appropriate departments when issues require additional support
• Ensures Guest Services workstations and team members are guest-ready at opening and remain presentable and prepared throughout the day
• Ability to model, coach, and reinforce exceptional guest service behaviors
• Prioritize tasks based on operational need, urgency, and guest impact
• Effectively leads the Guest Services staff to ensure that excellent aquarium operations are consistently achieved
• Provides visible, active leadership throughout guest-facing areas during public operations and private events, regularly engaging with guests, event attendees, clients, and team members to assess and support the overall guest experience
• Leads team by delegating duties, assigning specific tasks and ensuring staff and work stations are prepared for each day
• Organize daily schedules and logistics based on operational needs and available staff
• Coordinates Guest Services coverage and operational support for private events, partnering with Sales and Events, Facilities, Security, Food and Beverage, and other departments to support welcoming arrivals, clear wayfinding, safe guest flow, and service recovery
• Oversee training and development of Explorers and Explorer Guides
• Contributes to a team environment by recognizing and reinforcing individual and team accomplishments
• Monitors guest and event attendee flow, wait times, queues, staffing, and high-traffic areas and adjusts team assignments as needed to support an efficient and positive guest experience
• Follows and enforces cash control procedures and guidelines
• Responsible for the daily financial reporting
• Ability to professionally resolve guest concerns while balancing guest satisfaction, Aquarium policies, and operational needs
• Troubleshoot and report minor/major technical issues
• Assist with timecards and proper payroll accounting
• Develops and maintains proficiency across Guest Services functions to confidently provide coverage, direction, coaching, and operational leadership as needed
• Manage time effectively while meeting all job responsibilities
• Maintains a positive work environment for team members and guests each day
• Ensures that team members maintain high standards of safety, courtesy, show, education, and efficiency
• Coordinates incident reporting and follow up

Scope of Position: 

• Schedule includes weekends, evenings, and holidays, excluding Thanksgiving Day and Christmas Day
• May be required to work beyond your scheduled shift, depending on special events and staff attendance
• Works a variable shift, depending on departmental needs
• Other duties as assigned

Special Working Conditions:

• Interacts with diverse populations and a wide variety of team members
• Noisy workspaces, large crowds, along with cool and warm environments

Benefits & Perks

• Comprehensive benefits package for full-time employees including:
  • Medical, dental, and vision insurance, plus optional FSA/HSA accounts
  • Paid time off & 12 paid holidays per year
  • Paid bereavement leave and paid new child leave (birth, adoption, or placement) 
  • Employer-paid short-term disability; optional long-term disability coverage
  • Convenient onsite childcare (employees pay approximately 20% of the cost)
• 401(k) with match up to 4% - fully vested from day 1 of contribution
• Employee Assistance Program (EAP)
• Free Aquarium membership
• Discounts on tickets, gift shop, and café purchases
• Free and discounted animal encounters
• Pet insurance and discounts
• Footwear discounts
• Entertainment, travel, and retail savings through Tickets at Work

While this job description attempts to describe the essential functions of the position, it does not prescribe or restrict the tasks that may be assigned. It does not restrict management’s right to assign or reassign duties or responsibilities to this job at any time. The overall work environment while performing this job includes exposure to weather conditions and the noise level is usually moderate. The employee is expected to adhere to all policies and to act as a role model in the adherence to the policies.