Manager of Guest Services

ORGANIZATION BACKGROUND 

The mission of The Maritime Aquarium at Norwalk is to ignite a connection to Long Island Sound and the ocean to enrich the lives of all people and inspire action to protect our blue planet. For more than 35 years, the Aquarium has played a significant role in shaping the landscape of Norwalk and the region. The second largest family attraction in Connecticut, and 50 miles from New York City, the Aquarium historically hosts nearly 500,000 guests annually. Its primary exhibits take guests on a voyage from the shallow salt marshes and estuaries to the depths of the Long Island Sound and the ocean beyond, culminating with habitats for sharks and harbor seals. Altogether, the Aquarium is home to over 8,000 animals and 285 species in 75 exhibits. A new 4D Theater offers a unique sensory film experience for guests. Its education programs introduce nearly 54,000 students, campers and scouts to marine and STEM education. The Aquarium is recognized as a top aquarium in the nation and is accredited by the Association of Zoos and Aquariums. It is an active participant in the local and regional community. The strength of the Aquarium is its 60 full-time staff, and part-time and seasonal staff, in addition to volunteers who contribute over 19,000 hours annually.  

POSITION OVERVIEW:

The Manager of Guest Services assists the Director of Guest Operations with the daily operations of the department and special projects. This position actively contributes to the positive guest experience.

ESSENTIAL JOB FUNCTIONS:
• Assists the Director of Guest Operations in managing the Guest Services Assistant Manager, Supervisors and Guest Services Associates
• Manages guest complaints and works to resolve the complaint in a tactful and polite manner
• Analyses situations and makes sound decisions
• Supervises, coaches and trains staff and ensures they are performing duties as directed
• Trains and motivates staff to reach specific goals
• Review and update training manuals as needed
• Assist in recruitment and retention of staff
• Able to identify visitor traffic flow and to improve the visitor experience
• Create a welcoming environment
• Assist the Associate Director of Guest Operations in addressing performance issues
• Follows cash management and loss prevention procedures
• Able to recognize problems and contributes to the resolution
• Helps maintain positive staff morale and provides effective communication
• Comfortable interacting with a diverse population of guests

OTHER:
• This position requires working weekend days and holidays when needed
• May be required to wear a uniform

MINIMUM QUALIFICATIONS:

• 5 years of supervisory experience working in a guest services, retail or hospitality industry
• Proven customer service experience
• Possess excellent management skills, communication skills, and multitasking skills
• Knowledge of POS system is preferred
• Ability to create and maintain various reports
• Strong written and verbal communication skills
• Strong attention to detail

This job description is not designed to cover or contain a full listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

The Maritime Aquarium is an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply.