Guest Experience Specialist

4 weeks ago

Vancouver, Canada Vanaqua Full time

Vancouver Aquarium, one of the many properties owned by Herschend Family Entertainment, prides itself on working towards bringing families closer together and to creating memories worth repeating. Our Core Values – greatly exceeding guest expectations, serving others, creating emotional connections, constantly improving – give us purpose and guidance.

SUMMARY:

Reporting to the Manager of Guest Experience, this role is responsible for maintaining the highest standards of the Guest Experience philosophy, working with the Guest Experience Coordinator team, Assistant Guest Experience Managers, and Manager of Guest Experience to deliver our brand promise to guests and colleagues. The Specialist, Guest Experience, supports the administrative operations of the Guest Experience department, coordinates and conducts staff training, and acts as a liaison between front of house and operational departments.

ACCOUNTABILITIES:

Represent the Vancouver Aquarium through providing exceptional service:

  • Meets and greets members, self-directed groups, commercial groups, and community program participants.
  • Responds to questions from guests about the Aquarium, Stanley Park, and other places of interest for tourists and residents.
  • Provides information about the facility, exhibits, programs, and events.

Assist with check-in of admission, group and/or membership sales into the Point-Of-Sale system:

  • Verifies guests, members, and group tickets accurately by scanning e-tickets through point of sales system.
  • Retrieves guest booking through the back-end system to assist guest and staff, receive payment for on-site sales.
  • Processes self-directed and commercial groups and review behaviour policy with group leaders.
  • Performs all voids, till corrections, refunds, and other controlled sales transactions.

Provide support to the Guest Experience Team:

  • Assists with the opening and closing procedures for all Guest Experience areas.
  • Serves as the primary training coordinator for the Guest Experience Department.
  • Assists with onboarding and offboarding, submitting Jira ticket requests for IT, FOBs etc.
  • Ensures staff have the required tools to perform in an efficient manner, including uniforms and office supplies.
  • Acts as Duty Manager when required.
  • Responds to guest inquiries and concerns through shared email inboxes and liaise with Call Centre team.

Improves organizational processes:

  • Maintains and supports organizational safety standards and ensure all Guest Experience Associates are well versed.
  • Assists with emergency protocols as required.
  • Performs additional duties of a similar nature or level as required.

JOB REQUIREMENTS:

  • Minimum 2 years of previous experience in tourism, customer service, retail, or related experience.
  • Has extensive experience leading, coaching, and training team members.
  • Accuracy, precision, attention to detail, and strong organizational skills.
  • Excellent customer service, interpersonal, and communication (verbal and written) skills.
  • Ability to operate a cash register and computer-based Point of Sale system.
  • Intermediate proficiency in Microsoft Office 365 programs: Teams Shifts, Outlook, Excel, Word
  • Ability to multi-task, learn, and adapt in a fast-paced environment.
  • Bi-lingual is an asset.
  • Ability to stand and work outdoors and operate a POS database for extended periods.
  • Ability to safely reach, stretch, and bend on a regular basis.
  • Ability to safely lift heavy equipment, such as stanchions or sign holders (up to 30lbs/14kg).
  • Exposure to upset people, where strong decision-making and problem-solving skills are required. Ability and maturity to deal with a wide variety of guests.
  • Ability to balance individual and team responsibilities. Must be willing to show openness and acceptance to others, welcome feedback, and support the company’s efforts.
  • Flexibility and availability in schedule are required during the week, including working weekends, holidays, and occasional evenings.
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