Newport Aquarium Guest Service Manager

MAJOR DUTIES AND RESPONSIBILITIES:

• Collaborate on the entire Newport Aquarium business strategy and planning on an annual and ongoing basis.
• Role model our culture with all stakeholders and have the highest standards for your team in demonstrating those same actions.
• Reflect the Newport Aquarium culture to guests, partners, direct reports, peers, and Property Support Center (PSC).
• Collaborate with the Sales & Marketing team to build the ticketing strategy, annual operating plan, and own the ticket request process for all non-attendance revenue.
• Implement tactics to engage staff and guests while providing a world class guest experience.
• Work with the Ticketing Supervisor to ensure that the ticketing team provides the best possible guest experience in every interaction.
• Work with the Sales & Marketing Director and Marketing Manager to build, monitor, and manage a budget.
• Interview, hire, onboard, and train new hosts and ensure proper staffing levels are maintained.
• Ensure that accurate time records are recorded for all hourly Ticketing hosts.
• Ensure that the team has all required supplies and equipment necessary for operation and utilize these according to pre-determined guidelines.
• Assist in implementing an effective training program for all assigned hosts; continually monitor the effectiveness of this training through observation, communication and audits.
• Assist the Ticketing Supervisor 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 hosts.
• Become a Subject Matter Expert for our POS operating system to ensure Guest and Host satisfaction is met. This encompasses the entire guest purchase journey (Ecommerce, Onsite, Phone, etc.).
• Understand all safety critical rules and responsibilities associated with our Virtual Reality experience and ensure that all documentation is being completed within required timelines.
• Responsible for building a system that ensures all guest feedback is received and responded to in a professional and timely manner (Online Contact Us forms, Phone, Social, BCC, Onsite, etc.).
• Directly liaison and support our Branson Call Center team that provides daily phone and Customer Support. Ensure they have the correct information to provide exceptional service to our guests.
• Work with Ticketing Administration Team to ensure Onsite point-of-sale (POS), Online, and Call Center operations are effective and functioning properly.
• Responsible for maintaining Payment Card Industry (PCI) compliance, ensuring that staff is trained and training remains current.
• Participate in the Manager on Duty program.
• Undertake special assignments or projects assigned by the Director of Sales & Marketing.

QUALIFICATIONS:

• Three (3) to five (5) years of successful supervisory experience preferred.
• Experience in marketing or 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 background check.

WHAT YOU'LL GET:

• Competitive salary and annual bonus
• Comprehensive medical, dental and vision benefits plan
• Profit Sharing and 401K with company match after the first 1,000 hours of service.
• Up to 100% paid tuition through GROW U
• 2 weeks' vacation (increased with tenure), 1 week personal time, 1 week sick time, 8 paid holidays; based on a full calendar
• Free admission & 26 General Admission tickets annually, to be used by family and
• 30% Discount at our Retail, Food and Photo
• Free admission and discounts at other Herschend properties like Dollywood, Silver Dollar City, Harlem Globetrotters, Vancouver Aquarium and many more.

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; 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.