MAJOR DUTIES AND RESPONSIBILITIES:

• Work with the Guest Experience Director and Guest Service Manager to develop Guest Services annual operating plan and implement strategies to engage staff and guests while providing the best guest experience in the nation.
• Must have a High Team Focus and ensure daily support is provided and Good Behaviors are modeled.
• Work with Guest Service Management in recommending procedures to ensure the best guest experience is achieved through superior interpretation and excellent service.
• Work with the Guest Service Manager in recommending and implementing procedures to ensure the safest and best Team member Experience is achieved.
• Work with Guest Service Manager to help build, monitor, and manage a budget.
• Interview, hire, onboard, and train new team members and ensure proper staffing levels are maintained.
• Develop personnel schedules for the location and maintain time off requests and availability data.
• Assist in maintaining accurate time records for assigned personnel.
• Assist in maintaining proper implementation of procedures for all Guest Service operations; Including Payroll and shift status forms, Service Animal/Entry Policies, Emergency Response, Scheduling, and other necessary documents/procedures.
• Work with the Guest Service Manager in recommending supplies and equipment necessary for operation and utilize these according to pre-determined guidelines.
• Assist in implementing an effective training program for all assigned team members; continually monitor the effectiveness of this training through observation, communication and challenge check-ins.
• As requested, assist the Guest Service Manager 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 team members
• Become emergency response trained and perform these duties as needed.
• Assist as needed with all teams in Guest Services while driving your specified teams' growth.
• Become a Subject Matter Expert for our POS operating system in order to ensure Guest and Host satisfaction is met. This encompasses the entire guest purchase journey (Ecommerce, Onsite, Phone, etc.)
• Become a Subject Matter Expert for our Virtual Reality experience and fulfill the Authorized Trainer role for this operation.
• Become Subject Matter Expert for all Screening tools (Metal Detecting Wand, Walk Through Metal Detector, EVOLV Metal Detection System)
• Directly Liaison and support our Call Center team that provides daily phone and Customer Support.
• On a daily basis, monitor and ensure:
  • The team is adequately staffed and trained with certified personnel.
  • All equipment is properly checked and opening procedures are conducted before operation occurs.
  • Daily paperwork is properly completed.
  • The team is being actively coached, mentored and receiving daily leadership.
  • Operational updates are communicated to all Guest Services staff.
  • Facilitate team meetings, shared experiences and provide staff development.
  • All safety protocols are being followed.
  • Guest interactions are being reinforced or coached.
  • Employees are courteous, friendly and helpful.
  • Ensure that daily cash/reconciliation procedures are followed and work with BEARS (Sales Audit) Team as needed.
  • Work with Ticketing Administration Team to ensure Onsite point-of-sale (POS), Online, and Call Center operations are effective and functioning properly.
  • Assist in managing the Branson Call Center team to ensure policies, procedures, and information are being shared and followed.
  • Work with Safety team to ensure the Property Screening Team has the effective supplies, tools, and support to enforce all Entry Policies.
  • Responsible for maintaining Payment Card Industry (PCI) compliance, ensuring that staff is trained and training remains current.

QUALIFICATIONS:

• Three (3) to five (5) years successful supervisory experience preferred.
• Experience in 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 pre-employment and background check
• 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

WHAT YOU'LL GET:

• Comprehensive medical, dental, and vison insurances
• 40 sick hours, 40 personal hours, 8 Holidays, 80 Vacation Hours annually
• Profit Sharing and 401K Plan with company match
• Free entrance for you and your dependents which extends to most Herschend Enterprises' properties
• Earn 1 General Admission complimentary ticket, that you can give to anyone, per pay period
• Discounts at Sharky's Cafe, Sweet Dreams Candy Company, and the gift shop
• Discounted tickets and annual passes for friends and family
• Training and development

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; all while providing the BEST GUEST EXPERIENCE IN THE NATION!

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

Looking to pursue your education without 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

Newport Aquarium, one of the many properties owned by Herschend Enterprises, prides itself on creating memories worth repeating. Our Core Values - greatly exceeding guest expectations, serving others, creating emotional connections, and constantly improving - give us purpose and guidance.