Coordinator, Membership

3 months ago

Vancouver, Canada Vancouver Aquarium 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.

**Key Accountabilities**
- Managing the system data and processes to ensure the accuracy and integrity of membership records, and ensure timely processing of new and renewed memberships
- Leading and implementing Membership Sales campaigns; working closely with multiple departments and internal stakeholders, creatively overcomes roadblocks and provides frontline support
- Implementing membership sales initiatives including direct in-person sales and upgrading daily admissions ticket holders to members.
- Collaborating with other internal departments to create and develop activities and programs for members to enhance the overall membership experience
- Ensuring simple and efficient processes are in place to sell & process memberships and redeem Gift of Membership Certificates
- Providing the ultimate guest experience by assisting Aquarium guests at the Guest Services Desk with lost and found requests, directions, services, show times and general Aquarium information
- Promoting membership sales and training Guest Experience Associates on upsell techniques
- Supporting Admissions and Guest Services with Membership problems or concerns in-person or over the phone.
- Assisting the Guest Experience team in busy times being on tills or at the express line/greet/plaza, in providing refunds and responsible for sound handling of cash based on established protocols.
- Finding creative ways to promote membership throughout the Aquarium.
- Engaging our current members: troubleshooting member requests and answering questions about membership
- Working closely with the Admissions team to ensure proper training on member programs is in place and being delivered daily.
- Maintaining regular communications to the Guest Experience team with regards to Membership and providing Membership training for new associates.
- Ordering supplies such as membership cards, forms, printer ink etc.
- Assisting the daily operation at the Guest Services Desk & Admissions as required
- Assisting Supervisors/Managers in handling customer service opportunities that arise in a diplomatic, mature, and calm manner; conducting opening and mid-day inspection rounds and follow up deficiencies with specific departments as needed.
- Partnering closely with Manager, Guest Experience supporting new initiatives; developing our Membership program, researching other facilities/aquariums, and other special projects to improve our Membership experience.
- Additional duties as required.

**Consistently improves the Vancouver Aquarium and its processes by**:

- To be familiar with Safety and Emergency protocols as it relates to guests and employees
- Promptly aiding in Emergency protocol.
- Maintaining organizational safety standards.
- Performing additional duties as required.

**QUALIFICATIONS**

**Education and Experience**
- Post secondary degree or diploma in tourism, hospitality, business, retail, or related field.
- 1 to 3 years of related experience.
- 1 to 3 years of supervisory and cash handling experience.
- Understanding of retail business systems (POS) and process as it applies to a public facility.

**Skills**
- Strong diplomatic, communication skills (both verbal and written).
- Enthusiastic, creative, flexible, and energetic with excellent customer service experience.
- Ability to work with a variety of demographics and personalities.
- Resourceful, and a problem-solver, skilled in meeting priorities and able to adapt to unexpected situations.
- Self-motivated and able to work well under mínimal supervision.
- Familiarity with ACME & Centaman POS is an asset.
- Excellent computer skills working with Microsoft Office: MS Word, MS Excel, MS PowerPoint and MS Outlook.

**Working Conditions**:

- The incumbent will work in a shared office environment.
- Job requires the ability to stand and walk for extended periods of time at Admissions or in public galleries.
- Occasionally dealing with difficult guests or situations.
- Flexibility and availability in schedule are required during the week, including evenings, weekends, and holidays.
- The job requires a high degree of interaction with others.

**Pay Range: $20- $30 / hour

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