Assistant Manager, Guest Experience

2 weeks 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.

**SUMMARY**:

- Reporting to the Manager of Guest Experience, the Assistant Manager, Guest Experience assists_ in leading an effective team _by maintaining the high standards of the Guest Experience (GE) philosophy and delivering our brand promise to visitors and colleagues._

**ACCOUNTABILITIES**:
**Provides assistance and support to the Manager of Guest Experience by**:

- Overseeing and upholding the standards of excellence for Guest Experience across our team, this role encompasses the daily management of Associates, Supervisors, and Coordinators, as well as overseeing the operations of Admissions, the Guest Services Desk, the 4D Theatre, Group Sales, and the Call Centre.
- Creating the monthly and daily shift schedules for the Guest Experience team.
- Completing timesheet review and approval in a timely manner.
- Assisting in overseeing department and area budgets, and providing monthly status updates to the Manager, noting any variances.
- Working with the Manager of Guest Experience on the implementation of Guest Experience goals, objectives, policies, procedures and work standards.
- Acting as the key point-of-contact person as Duty Manager, handling customer service opportunities that arise in a diplomatic and calm manner.
- Assisting with the development and delivery of customer service training.
- Overseeing and coordinating recruitment, training, uniform standards, recognition initiatives, regular feedback and completing evaluations.
- Performing other job-related duties as assigned.

**Provides management, coaching and mentoring to Direct Reports and contributes to and fosters the development of the team by**:

- Creating an environment conducive to individual development, productivity, and achievement while ensuring open lines of communication.
- Ensuring that employees are well organized, sufficiently trained/cross-trained to perform their responsibilities, developed to their potential and deployed in a manner that permits a cost-effective operation.
- Planning and facilitating one-on-one meetings with staff, and skill-building sessions where appropriate.
- Providing direction, guidance and support to team members and motivating staff to achieve a high level of performance and productivity.
- Establishing performance objectives/goals, reviewing progress throughout the year, and completing formal performance reviews for direct reports as required.
- Recognizing and rewarding success and addressing areas of underperformance.
- Recruiting, hiring, and promoting team members in accordance with standard Herschend policies.
- Monitoring and controlling expenditures to ensure that Aquarium standards are met while continuing to maintain monthly budget.
- Tracking budget and maintaining financial records throughout the year.

**Consciously improve the overall organization and its processes**:

- Promptly aid in emergency protocol.
- Maintain and support organizational safety standards.
- Continually improve our impact on the environment and greening of operations by supporting our Environmental Management Systems (EMS) protocols.
- Perform additional duties as required.

**JOB REQUIREMENTS**:

- Post secondary degree or diploma in tourism, hospitality, business or related field.
- 3 to 5 years of related experience.
- 2 to 3 years of supervisory role experience.
- Experience with training and evaluating staff and/or volunteers.
- Strong organizational skills. must be able to perform a variety of tasks in a busy environment.
- Leadership skills, the ability to mentor and lead staff.
- Strong problem solving skills.
- Strong diplomatic, communication skills.
- Fluency in a second language is an asset.
- High level of enthusiasm and ability to be friendly with can-do attitude with all guests.
- Job requires attention to detail, understanding of customer service, business systems and its applicability in a dynamic setting.
- Intermediate MS Office 365 suite, Teams, Word, Excel, and Outlook.
- Experience using computer-based ticketing system is an asset.
- The incumbent will work in a shared office environment.
- Job requires the ability to stand and walk for extended periods of time in public galleries, must be able to physically lift at least 25 lbs.
- Effectively managing challenging guests and situations with consistency.
- 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.

**SALARY RANGE: $28 - $38 PER HOUR

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