Position Summary: 

This position will deliver a unique, engaging and entertaining experience to all guests and is responsible for providing exemplary service in a professional and courteous manner. This role will also deliver a positive guest experience, while providing memorable guest moments.

Duties & Responsibilities: 

• Assist in the implementation of the operating policies and procedures for the Guest Experience Department.
• In collaboration with the Guest Experience Manager, review customer satisfaction and trends to anticipate needs and meet guest expectations.
• Observe and report daily facility conditions and situations to the Guest Experience Manager.
• Assist in the development and implementation of staff scheduling across the department to ensure efficient and appropriate coverage.
• Ensure all staff receive their allocated break and ensure daily coverage.
• Ensure the facility is clean, safe and presented to the highest of standards.
• In collaboration with Guest Experience Manager, ensure all admission and sales data is captured to maximize reporting potential. 
• Monitor and manage guest experience and flow to ensure a safe and enjoyable journey.
• Monitor, manage and ensure all guest experience targets are achieved.
• Lead the Guest Experience team to deliver memorable and unique experiences to guests.
• Assist in the implementation of department training programs to achieve the best guest experience.
• Assist in the training and development of team members to provide the necessary skills and knowledge in order to perform their jobs.
• Entertain, engage and empower team members to reduce turnover and increase retention.
• Motivate and inspire team members to perform at their very best through role modeling, providing feedback, reward and recognition, respect and frequent communication.
• Assist in overseeing on-the-job training programs in order to establish the needs of the business.
• Supervision of other subsidiary attractions as required, such as Ropes Course & Mirror Maze.
• Supervision of other areas as required, such as Merchandise and Photography.
• Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station.
• In collaboration with the Life Sciences Department, ensure animal welfare and care standards are upheld.
• In collaboration with Life Sciences Department and the Aquarium Foundation, ensure exhibits and programs engage, educate and entertain diverse audiences.
• Work closely with the Aquarium Foundation to ensure volunteers and educators provide exemplary guest service and engagement.

Experience, Skills & Qualifications:

• One to two years in a supervisory role, ideally in the tourism or hospitality related industry.
• Experience supervising teams preferred.
• Exceptional leadership skills and proven experience.
• Excellent verbal and communication skills.
• Strong listening, presentation and decision-making skills.
• Commercial understanding and the ability to anticipate guests’ needs.
• Technically minded and proficient in Microsoft Office Excel, Outlook, PowerPoint and Word.
• Creative problem solver who thrives when presented with a challenge.
• Energetic and eager to tackle new projects and ideas.