Supervisor of Guest Services

Supervisor of Guest Services

Norwalk, Connecticut

The Maritime Aquarium's mission is to ignite a connection to Long Island Sound and the ocean to enrich the lives of all people and inspire action to protect our blue planet. For 37 years, the Aquarium has played a significant role in shaping the landscape of Norwalk and the region. The second largest family attraction in Connecticut, and 50 miles from New York City, the Aquarium hosts nearly 450,000 guests annually. Its primary exhibits take guests on a voyage from the shallow salt marshes and estuaries to the depths of the Long Island Sound and the ocean beyond, culminating with habitats for sharks and harbor seals. Altogether, the Aquarium is home to more than 8,000 animals and 285 species in 75 exhibits. A new 4D Theater offers a unique sensory film experience for guests. Its education programs introduce nearly 50,000 students, campers and scouts to marine and STEM education. The Aquarium is recognized as a top aquarium in the nation and is accredited by the Association of Zoos and Aquariums. It is an active participant in the local and regional community. The strength of the Aquarium is its 85 full-time staff, and part-time and seasonal staff, in addition to our volunteers.

Position Overview

This position requires the ability to stand or sit for extended periods. The part-time supervisor, with minimal supervision, provides direct supervision, training, and support for Guest Services Associates and Guest Services stations.

This is a part-time position with an hourly rate of $21.00. Weekend and weekday availability required.

Minimum Qualifications

• At least 2 years of supervisory experience.
• High School diploma is required.
• Enthusiastic, friendly, outgoing, and engaging.
• Strong communication skills, excellent mathematical skills, and attention to detail.
• Comfortable interacting with large crowds.
• Comfortable with radio communication.
• Commitment to high guest service standards.
• Ability to work on weekends, holidays and occasional evenings (preferred open availability).
• Required to wear a uniform and follow departmental dress code.
• Proficiency in a second language is a plus.

Essential Job Functions

• Supervises and trains Guest Services Associates in a professional daily working environment.
• Assists the Guest Services Management team in the preparation and distribution of daily staff schedules.
• Facilitates the preparation and organization of Oyster Hall for group arrivals.
• Addresses visitor concerns and supports staff in making customer service decisions to resolve issues in challenging situations, as needed.
• Provides troubleshooting support for staff utilizing Tessitura.
• Trains new employees and implements staff development initiatives.
• Reconciles daily sales and bank deposits.
• Conducts daily safe counts to ensure accuracy.
• Capable of covering Guest Services Associate positions as required throughout the facility.
• Participates in and contributes to scheduled staff training sessions and meetings.
• Informs the Manager of any staffing-related concerns.
• Maintains clean and organized workstations and ensures that staff adhere to these standards.
• Oversees the maintenance of supplies, including wheelchairs and strollers.
• Facilitates opening and closing procedures for all operational areas (Ticket Booth, 4-D Theater).
• Regularly checks in on all stations to ensure staff compliance with established protocols throughout the day.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, description, and activities may change at any time with or without notice.

The Maritime Aquarium is an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply.