Newport Aquarium Guest Service Manager

Salary/Shift Range: $55,000 USD – $65,000 USD. Final offers are based on various factors, including skill set, experience, location, qualifications, and other job‑related reasons.

MAJOR

DUTIES AND RESPONSIBILITIES:

• Collaborate on the entire Newport Aquarium business strategy and planning on an annual and ongoing basis.
• Role model our culture with all stakeholders and have the highest standards for your team in demonstrating those same actions.
• Reflect the Newport Aquarium culture to guests, partners, direct reports, peers, and Property Support Center (PSC).
• Collaborate with the Sales & Marketing team to build the ticketing strategy, annual operating plan, and own the ticket request process for all non‑attendance revenue.
• Implement tactics to engage staff and guests while providing a world‑class guest experience.
• Work with the Ticketing Supervisor to ensure that the ticketing team provides the best possible guest experience in every interaction.
• Work with the Sales & Marketing Director and Marketing Manager to build, monitor, and manage a budget.
• Interview, hire, onboard, and train new hosts and ensure proper staffing levels are maintained.
• Ensure that accurate time records are recorded for all hourly Ticketing hosts.
• Ensure that the team has all required supplies and equipment necessary for operation and utilize these according to pre‑determined guidelines.
• Assist in implementing an effective training program for all assigned hosts; continually monitor the effectiveness of this training through observation, communication and audits.
• Assist the Ticketing Supervisor in the preparation and implementation of standard operating procedures; help to ensure that all procedural changes and new procedures are documented, consistently delivered, communicated and given to assigned personnel.
• Bring a solution‑focused attitude to all situations and work with a dynamic team of inspiring hosts.
• Become a Subject Matter Expert for our POS operating system to ensure Guest and Host satisfaction is met. This encompasses the entire guest purchase journey (Ecommerce, Onsite, Phone, etc.).
• Understand all safety critical rules and responsibilities associated with our Virtual Reality experience and ensure that all documentation is being completed within required timelines.
• Responsible for building a system that ensures all guest feedback is received and responded to in a professional and timely manner (Online Contact Us forms, Phone, Social, BCC, Onsite, etc.).
• Directly liaison and support our Branson Call Center team that provides daily phone and Customer Support. Ensure they have the correct information to provide exceptional service to our guests.
• Work with Ticketing Administration Team to ensure Onsite point‑of‑sale (POS), Online, and Call Center operations are effective and functioning properly.
• Responsible for maintaining Payment Card Industry (PCI) compliance, ensuring that staff is trained and training remains current.
• Participate in the Manager on Duty program.
• Undertake special assignments or projects assigned by the Director of Sales & Marketing.

QUALIFICATIONS:

• Three (3) to five (5) years of successful supervisory experience preferred.
• Experience in marketing or operations in a guest attraction or retail environment.
• College degree in related field preferred.
• Demonstrated strong leadership and management skills required.
• Must be willing to work a flexible schedule which includes weekends, late nights, and holidays as needed.

PHYSICAL REQUIREMENTS:

• Successful completion of background check.

WHAT YOU’LL GET:

• Competitive salary and annual bonus.
• Profit Sharing and 401K with company match after the first 1,000 hours of service.
• Up to 100% paid tuition through GROW U.
• 2 weeks’ vacation (increased with tenure), 1 week personal time, 1 week sick time, 8 paid holidays; based on a full calendar.
• Free admission & 26 General Admission tickets annually, to be used by family and friends.
• 30% discount at our Retail, Food and Photo.
• Free admission and discounts at other Herschend properties like Dollywood, Silver Dollar City, Harlem Globetrotters, Vancouver Aquarium and many more.

YOU CAN EXPECT:

You can expect to work on projects that have never…