Guest Information Specialist Guest Information Specialist ODYSEA Aquarium In-Person · Scottsdal

Guest Information Specialist

Location:

Ody Sea Aquarium, Scottsdale, AZ, US. In‑person.

Guest Information Specialist aids guests in planning their visit to Ody Sea Aquarium by providing information via phone and email. They are the first team member to interact with guests and set a positive tone to the guest’s experience. They also provide administrative support to the Group Sales Manager and are knowledgeable of all Ody Sea Aquarium and AZ Boardwalk events, promotions, and operations.

Reports directly to Guest Relations Manager.

• Lead by example, being patient, kind, humble, respectful, self‑less, forgiving, honest, and committed when interacting with guests and team.
• Demonstrate proactive, friendly communication and anticipate guests’ needs and desires.
• Maintain a positive attitude and appearance; greet and interact with guests in a courteous manner.
• Facilitate all phone calls coming into the main number, manage call volume, redirect calls, and provide critical visit information.
• Support the Community Stewardship Program through donation request coordination, fulfillment, and reporting; submit summary reports weekly.
• Manage the Guest Relations Recourse Tracker, noting all guest recoveries and identifying operational improvements.
• Listen to guest concerns and work independently to resolve issues; identify when escalation is needed.
• Accurately conduct all sales transactions for tickets, passes, and programs.
• Account for all monies, coupons, passes, vouchers; ensure end‑of‑day close meets cash variance policy.
• Actively promote and upsell add‑on experiences, annual passes, and partner combination tickets.
• Provide administrative support to Group Sales Manager—pre/post‑visit communication with groups, update the tracker weekly, and build reservations in the ticketing software.
• Maintain the integrity of the assigned work area; address issues or alert leadership if assistance required.
• Attend all training programs and master all required responsibilities.
• Work as a member of a team, communicating relevant information to peers and leadership.
• Ensure safety policies and procedures are followed by guests and team members.
• Contribute to a satisfying, enjoyable, and energetic work environment.
• Comply with safety and security directives, policies, and procedures.
• Operate a computer and keyboard.
• Perform other related duties as assigned.

• High School diploma or GED required.
• 1‑3 years of experience in customer service, administrative, or reception.
• Experience with administrative phone systems and high call volumes.
• Experience with complex point of sale systems;
  Gateway/Galaxy knowledge is a plus.
• Ability to handle confidential information.
• Minimum 29 hours per week, including evenings, weekends, and holidays.
• Strong computer skills, including Word and Excel.
• Willingness to operate in an environment that may be loud or at varying weather conditions.
• Successful completion of pre‑employment drug screening and background check.

• Ability to push/pull up to fifty pounds.
• Ability to stand for long periods and walk.
• Ability to use hands to finger, handle, or feel and reach with hands and arms.
• Ability to balance, stoop, kneel, crouch, climb stairs, or crawl.
• Required to frequently talk and hear.
• No impairment that would interfere with the ability to work.
• Specific vision requirements: close vision, color vision, depth perception, ability to focus.
• Must be able to take directional cues directly or indirectly.
• Ability to work in loud environments and all weather conditions, including occasional extreme hot or cold, wet and/or humid.
• Reasonable accommodations may be made for individuals with disabilities.
• Allergies related to animals or plants must be controlled by medication or protective equipment.

Must exemplify core fundamentals of the Employee Promise, including ownership, anticipation of guest needs, respect, gratitude, and learning.