Guest Experience Supervisor

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 Supervisor, you will assist in creating an environment that is organized, safe and motivating, as well as provide support to the Guest Experience management and Guest Experience team. With the guidance of the Assistant Manager of Guest Experience, you will oversee the daily presentation and operation of 4D Theatre experience, ensuring that the team are well trained and confident in their film presentation, provides excellent service that abides to the Guest Experience goals, standards and absolutes and providing guidance to staff and addressing visitor concerns. Leading by example is a key attribute.

ACCOUNTABILITIES:

Create the ultimate visitor experience for all our visitors:

• Be a liaison to the Guest Experience teams, practicum and Work Experience Students.
• Support Guest Experience management team including the Admissions Guest Services Leads with daily operation activities and gallery monitoring throughout the facility and office.
• Take a leadership role in ensuring that Guest Experience Ambassadors, practicums and Work Experience Students provide excellent guest service that abides to the Guests Experience and the Vancouver Aquarium goals, standards and absolutes.
• Politely and professionally respond to questions from guests about the Aquarium including handling minor guest service opportunities and passing on to the Duty Manager when necessary.
• Support Guest Experience and Marketing initiatives such as 4D Theatre, engage our guests in completing surveys, gallery observations and cross–training.
• Monitor the line management at admissions, oversee that a smooth quest check-in is provided.

Oversee administrative tasks as appointed by the Assistant Manager of Guest Experience such as:

• Daily scheduling of Guest Experience team, data entry and visitor communication via email inquiries.
• Maintain organizational safety standards.
• Perform additional duties as required including cross training to support Call Centre, Reception and Admissions Ticketing.
• Quickly and accurately record guest check-in according to their ticket category and for capacity limit.

Consciously improve the overall organization and its processes:

• 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.
• Abide by all organizational policies and procedures.
• Assist with daily schedules, staffing, recruiting, training, and mentoring the Admissions Team.
• Ensure staff have the required tools to perform in an efficient manner; tablets and iPod are fully charged, and turned on or off, scanners are serviceable, pens, maps, counterfeit pens.
• Meet the selling targets for Aquarium Donation Programs.
• Perform additional duties of a similar nature or level as required.

JOB REQUIREMENTS:

• Minimum 2 years of previous experience in guest service required.
• Second Language an asset.
• Knowledge of the Vancouver Aquarium and Vancouver Tourism an asset.
• Strong guest service skills, interpersonal and communications skills.
• Self-starter who takes initiative, has the ability to anticipate guests' questions and exceeding their expectations.
• Proven ability to work within a team and independently.
• Ability to communicate effectively with large audiences of all ages and learning abilities.
• Has experience leading a team and creating a positive team environment.
• Willingness to follow directions yet succeed with minimal supervision.
• Ability to multi-task and able to work in a fast paced, high stress environment.
• Strong verbal and written communication skills.
• Strong decision-making skills.
• Ability to learn and adapt in a constantly changing environment.
• Ability and maturity to deal with a wide variety of ages and personalities.
• Intermediate computer proficiency in Microsoft Office 365 programs: Teams shifts, Outlook, Excel, Words.
• Ability to safely lift heavy equipment such as stanchions or sign holders (up to 30 lbs/14kg);
• Ability to safely reach, stretch and bend on a regular basis.
• Potential exposure to upset people in which problem solving will be required.
• At ease with presenting to large group and ability to stand for long periods of time.
• Flexibility and availability in schedule are required during the week, including weekends and holidays.

Pay: $20/ hour