SUMMARY:

We seek a dedicated individual who will take direction from the Guest Services Management Team in carrying out the best guest experience in relation to all Guest Services activities. You will provide friendly and efficient guest services, including but not limited to pre/post visit customer service requests via phone and email, guest recovery, general onsite customer service, performing all ticket selling procedures, and staying current on all Newport Aquarium programs/promotions. To be successful, you must be flexible to the seasonality of the business needs surrounding guest services and/or ticket selling.

Newport Aquarium offers amazing perks for all team members. Visit the aquarium whenever you want, share complimentary tickets with friends and family, enjoy discounts on food and beverage, merchandise from our gift shop, and candy from Sweet Dreams Candy Company. Enjoy flexible scheduling and the chance to hone your guest service skills.

Looking to pursue your education without the debt? Grow U has hundreds of programs available from certifications to college prep to associates, bachelor's, and master's degrees. Most of these programs are fully-funded. Learn more at: https://www.newportaquarium.com/Careers/Benefits/GrowU

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.
• Take direction from Guest Services Management and Team Leads for daily responsibilities as adjustments are necessary to ensure a seamless daily operation.
• Always maintain a positive attitude and appearance at all times while greeting guests in a friendly manner to help during their entry process.
• Arrive on time and ready to work all scheduled shifts, and in accordance with the aquarium uniform policy and appearance standards.
• Keep safety as a number one priority at all times while working at Newport Aquarium.
• Implement/understand policies and procedures relating to the overall functions of the Guest Services department.
• Assist in general entry process which can include general greeting, ticket scanning, and facilitation of rental items.
• Work with other team members/departments of Newport Aquarium to ensure effective communication is always implemented.
• Offer upsell/suggestions during all transactions with guests to help create the best possible visit for each guest.
• Maintain knowledge of activities, aquatic life, and Newport Aquarium special events/promotions in order to properly notify and inform guests.
• Must be self-motivated to work independently, as well as, disciplined, reliable, and accountable.
• Always maintain appropriate guest and team member relations at all times, ensuring guest and team satisfaction.
• Demonstrates strong customer service and interpersonal skills by handling comments, concerns, and suggestions from guests regarding the overall guest experience via phone and/or email/in person.
• Must have strong record keeping skills.
• Maintain knowledge of BOS ticketing system and stay up to date on changes in ticket types, promotions, and updates.
• Responsible for maintaining Payment Card Industry (PCI) compliance, in addition to, proper cash handling procedures.
• Perform other duties as assigned by the Guest Service Management Team.
• On a daily basis ensure the Best Guest Experience is being facilitated every day, in every interaction.

QUALIFICATIONS:

• High school diploma or equivalent
• Must have strong public speaking skills and the ability to read, write and speak the English language (knowledge of other languages is a plus)
• Working knowledge of Microsoft Office Suite
• Must be able to think clearly, and react quickly to changes and/or emergency situations
• Previous customer service or retail experience preferred
• Ability to work a flexible schedule which includes evenings, weekends and/or holidays
• Knowledge of marine life is a plus

REQUIREMENTS:

• Successful completion of pre-employment background check
• Ability to remain Stationary for long periods of time, ascend & descend stairs/floors, bend and stoop
• Physical strength, including the ability to lift up to 25 pounds

YOU CAN EXPECT:

You can expect to work on projects that have never been done before – ideas that are unproven, and concepts that make people smile. You can expect to have fun and be treated with respect the minute you start…and through to the end. You can expect to work in an environment that is highly innovative and low in politics – truthful and filled with smart people!

And most of all, you can expect to work hard and make a difference in our world by helping to bring families closer together.