Guest Services Explorer Guide

Job Description

Job Description

Position: Guest Services Explorer Guide 

Reports To: Guest Services Manager

Compensation: $14.25

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: 

Guest Services Explorer Guides provide information and assist guests with ticket purchases and memberships. Guest Services Explorer Guides also assist guests with show times, encounters, ticket upgrades, and general aquarium knowledge questions. The duties of this position will also rotate through various Aquarium attractions including: 4D Theatre, Tuki’s Play and Party Center, and special events.

Critical Skills/Competencies:

• Excellent oral communication skills and the ability to interact cheerfully with guests while working under considerable pressure in crowds
• A basic knowledge and competency of mathematics
• Meet high standards of aquarium knowledge and customer service
• Complete an on-going program of continuing education in order to maintain a high level of customer service

Essential Duties and Responsibilities:

• Provides exceptional internal and external customer service according to established guidelines
• Assists guests in a friendly and positive manner regarding Aquarium offerings, prices, information and directions
• Provides information and directions to guests concerning the Aquarium mission, rules, and events
• Anticipates guest needs and answers questions from guests concerning general knowledge of procedures, locations, and information
• Utilize the computerized admission system Galaxy to issue tickets and items, and check event availability
• Up-sell additional items such as Memberships, Penguin Encounters, Stingray Encounters, and Adoptions
• Collects cash or other payment from guests, determining amount due and change required
• Record payments, balance register utilizing Galaxy ticketing software and other procedures when needed
• Performs routine accounting and money handling tasks related to receiving, recording, and depositing payments
• Maintains an accounting record of all cash, coupons, promotional materials, and donations received. Verify various payment vouchers, forms and documents
• Operates computer and other office equipment in an efficient and effective manner while answering phones and retrieving messages
• Remain productive and efficient while maintaining performance accuracy
• Project a professional image while in uniform and when using the radio
• Monitors area to ensure a secure environment and reports problems to supervisors
• Perform routine cleanliness checks and procedures in: bathrooms, theatre, parking lots, galleries, and play center
• Acts appropriately to clean up spills, trash, or debris in their immediate area
• Comfortable giving and receiving performance feedback from supervisors and guests
• Helping with lost children and lost and found items
• Creating and renewing memberships
• Staff will be required to work weekends, holidays, and some evenings
• Schedules will be on a rotating basis and you may be asked to occasionally work beyond scheduled work hours
• Staff may also provide crowd control if necessary during peak times
• Other duties as assigned

 

Physical Demands of the Job:

• Moderate physical effort on a daily basis such as: walking, bending, stooping, and standing for long periods and regular lifting of heavy objects up to 50 pounds
• Must maintain their stations for extended periods and engage in rapid and repetitive hand motion
• Excellent hand/eye coordination and the ability to count out change and bills, rapidly and with accuracy
• Ability to work for long periods at a computer keyboard, clear speech, and good audio skills

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.