Guest Experience Associate

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**:

- As a Guest Experience Associate at the Vancouver Aquarium, you will be working within a team to create the ultimate visitor experience for all our visitors, also it is a challenging and rewarding role for a highly energetic and team-oriented individual who is interested in experiencing the fast-paced and diverse industry of tourism and hospitality. Your days will be filled with fun and varied tasks, and you will have the opportunity to engage, amaze and inspire thousands of guests of all ages and from all around the world With a focus on customer service, you will be assisting visitors in the Galleries including sanitizing high touched areas and presenting at 4D Theatre Experience. Guest Experience Associate greets and checks-in visitors, sell memberships and Aquarium programs such as Behind the Scenes, introduces the 4D movie, and can cross-train within the Guest Experience functions and responds to questions and communicates information about the Aquarium._

**ACCOUNTABILITIES**:
**Create the ultimate visitor experience for all of our visitors**:

- Provide excellent customer service that adheres to the Guest Experience goals, standard and absolutes.
- Politely and professionally respond to questions from visitors about the Aquarium, Stanley Park, and other places of interest to tourists and residents and following Covid protocols.
- Facilitate a positive guest experience at the 4D Goldcorp theatre in the line-up and introducing the film inside the theatre.
- Maintain the theatre and glasses room to aquarium standards.
- Answer visitor’s inquiries and guiding our guests in the galleries while sanitizing high touched areas
- Provide service in the parking lot by directing visitors, answer questions and ensure their safety.
- Roam in the galleries engaging with guests, conducting surveys while sanitizing high touched surfaces.
- Monitor the gates and admissions, checking-in guests according to their reservations, and stamps for re-entry of visitors.

**Support the Visitor Experience Department and Vancouver Aquarium**:

- Support daily operations and activities throughout the Aquarium.
- Assist with Guest Experience and Marketing initiatives such as facilitating surveys, cross-train with other departments, Admissions, Call Centre, etc.
- Perform additional duties as required.
- Cross-train to additional positions within the Business Operations & Guest Experience a department.

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

- Correctly verify and scan e-tickets in ACME according to the guest demographics.
- 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 of a similar nature or level as required.

**JOB REQUIREMENTS**:

- Previous experience in providing excellent customer service.
- Previous experience at the Vancouver Aquarium an asset.
- Some cash handling experience.
- Active demonstration of company's values and mission.
- Positive attitude and proven ability to work within a team.
- Self-motivated and able to work well under mínimal supervision.
- Reliable and able to work in a fast-paced, high stress environment.
- Ability to learn and adapt in a constantly changing environment.
- Ability and maturity to deal with a wide variety of ages and personalities.
- Ability to present to groups of 100+ visitors.
- Strong verbal communication skills.
- Strong decision-making skills.
- Second Language an asset.
- Ability to safely lift heavy equipment such as stanchions or sign holders (up to 30lbs/14kg.
- Ability to stand and walk in the galleries for long period of time.
- Ability to reach, stretch, and bend on a regular basis.
- Roam the galleries to sanitize high touched surfaces as railings, exhibit glass, etc.
- Ability to listen and react to requests for information.
- Flexibility of work schedule is required. Must be available to work weekdays, weekends and holidays. Open availability is highly preferable.