Guest Services Team Lead - Part-Time

MAJOR

DUTIES AND RESPONSIBILITIES:

• Perform, adhere to, and implement all Herschend Family Entertainment Core Values and Newport Aquarium Guest Services Standards, Policies, Procedures, and Safety Protocols to ensure safe and efficient guest services operation, while focused on delivering an excellent guest experience.
• Lead a team of up to 15 people a day (depending on the season). Responsible for the supervision of all guest services processes, procedures, and team members to ensure operational excellence is consistently achieved.
• Help Guest Services Management Team develop and monitor a highly motivated, positive, and productive team.
• Assist in evaluations and training of all Guest Services team members.
• Help implement new policies and procedures when needed.
• Responsible for the completion of incoming guest inquiries while also assisting and leading team members to answer incoming guest inquiries via email and/or phone.
• Handle comments, concerns and suggestions from team members and guests regarding the overall guest experience and Newport Aquarium policies and procedures.
• Maintain knowledge of local activities, aquatic life, and all Newport Aquarium special events and promotions in order to properly notify and inform guests.
• Maintain and promote a positive, professional, and welcoming attitude as well as a well-kept appearance at all times.
• Must be self‑motivated to work independently while continuing to be disciplined, reliable, and accountable.
• Ensure that safety is always kept as a number one priority while working at Newport Aquarium.
• Maintain appropriate guest and team member relations at all times, ensuring guest and team satisfaction.
• Work with other team members and departments of Newport Aquarium to ensure effective communication is implemented at all times.
• Provide on‑boarding and ongoing training to team members in order to maintain knowledge of aquarium promotions, operations, policies, and procedures.
• Keep up to date on all required trainings, including but not limited to: first aid, AED, CPR, BBP, emergency response, PCI.
• Perform opening and closing duties.
• Make certain that proper operating procedures are being adhered to at all times, according to pre‑determined guidelines.
• Responsible for maintaining provided Payment Card Industry (PCI) compliance.
• On a daily basis monitor and assure that:
• Team members are adequately trained and knowledgeable on various locations and the functions of each position.
• Locations are adequately staffed with trained and certified team members. Ensure all team members are receiving required breaks.
• All equipment, including PCI, VR, and the EVOLV systems, are properly checked and opening procedures are conducted before operation occurs.
• All required paperwork and reports are properly completed.
• Courteous, professional, and active leadership is always being displayed.
• Opening and closing procedures are appropriately implemented.
• Ensuring team members are in correct uniform and maintain a well‑kept appearance.
• Ensure that hourly attendance is continually monitored, and appropriate adjustments are made to provide the best Guest Experience possible.
• Emergency procedures, when necessary, are being safely implemented according to policy.
• Staff is providing the best Guest Experience possible.
• Perform other related duties as assigned by Guest Services Management Team.

• High school diploma or equivalent
• Proficiency in Microsoft Outlook, Word, and Excel
• Prior point of sale experience is a plus
• Must have strong public speaking skills and the ability to read, write and speak the English language (knowledge of other languages is a plus)
• Must have strong confidence with problem solving and troubleshooting potential changes and/or emergency situations
• Previous supervisory experience preferred. Previous guest services or retail experience preferred
• Ability to work a flexible schedule which includes evenings, weekends and/or holidays

• Successful pre‑employment background screen
• Ability to remain on feet for long periods of time, climb stairs, bend and stoop
• Physical strength, including the ability to lift up to 25 pounds

• Profit Sharing and 401K Plan with…