Guest Experience Supervisor

St. Louis Aquarium

St. Louis, Missouri

Job Type Permanent
Salary Details Full-time, Bi-weekly
Deadline Dec 15, 2023

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.

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Category Outdoor Recreation, Admin & Leadership