Guest Services Supervisor

Job Details

Newport Aquarium, one of the many properties owned by Herschend Enterprises, creates memorable experiences across the nation.

As a Guest Services Supervisor, you will partner with the Guest Experience Director and Guest Service Manager to develop a Guest Services operating plan, implement engagement strategies, and provide the best guest experience in the nation.

• Develop Guest Services annual operating plan, engage staff and guests.
• Model high team focus and consistent Good Behaviors.
• Recommend procedures that achieve superior guest service.
• Build, monitor, and manage a Guest Services budget.
• Interview, hire, onboard, and train new team members; maintain proper staffing levels.
• Develop personnel schedules, maintain time off requests and availability data.
• Maintain accurate time records for assigned personnel.
• Implement procedures for Guest Service operations (Payroll, shift status, Service Animal/Entry Policies, Emergency Response, Scheduling).
• Recommend and procure supplies and equipment for operation.
• Lead training program implementation and monitor effectiveness through observation and check‑ins.
• Assist with preparation and implementation of standard operating procedures.
• Maintain a solution‑focused attitude and work with a dynamic team.
• Become emergency response trained and perform duties as needed.
• Assist Guest Services teams, drive specified teams’ growth.
• Serve as Subject Matter Expert for POS, Virtual Reality experience, and screening tools.
• Support Call Center team providing daily phone and customer support.
• Daily monitoring ensures adequate staffing, equipment checks, paperwork completion, coaching, safety protocol adherence, and guest interaction quality.
• Maintain PCI compliance and staff training.

• 3–5 years of supervisory experience preferred.
• Experience in operations within a guest attraction or retail environment.
• College degree in related field preferred.
• Strong leadership and management skills.
• Willingness to work a flexible schedule, including weekends, nights, and holidays.

• Successful completion of pre‑employment and background check.
• Ability to remain on feet for long periods, climb stairs, bend, and stoop.
• Physical strength, including lifting up to 25 pounds.

• Comprehensive medical, dental, and vision insurance.
• 40 sick hours, 40 personal hours, 8 holidays, 80 vacation hours.
• Profit sharing and 401(k) plan with company match.
• Free entrance for you and your dependents at Herschend properties.
• Earn 1 general admission complimentary ticket per pay period.
• Discounts at Sharky’s Café, Sweet Candy Company, and the gift shop.
• Discounted tickets and annual passes for friends and family.
• Training and development opportunities.

You can expect to work on projects that are new and innovative, be treated with respect, and make a difference in our world by bringing families closer together.

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Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.