Guest Information Specialist

POSITION SUMMARY:

Guest Information Specialist aids guests in planning their visit to OdySea Aquarium by providing information via phone and general information email. Guest Information Specialist is the first team member to interact with guests at OdySea Aquarium. The service this position provides directly impacts setting a positive tone to the guest’s experience at the aquarium. Guest Information Specialist also provides administrative support to Group Sales Manager. Guest Information Specialist will be knowledgeable of all OdySea Aquarium and AZ Boardwalk events, promotions, and operations. Guest Information Specialist reports directly to Guest Relations Manager.

MAJOR DUTIES AND RESPONSIBILITIES:

• As a member of the Guest Relations team, you will lead by example by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed when interacting with one another and guests.
• Pro-active, friendly communication will be expected at all times, as well as anticipating guests’ needs and desires.
• Demonstrate a positive attitude and appearance at all times. Proactively approach, greet, and interact with guests in a friendly and courteous manner which supports our goals.
• Facilitate all phone calls coming into OdySea Aquarium via the main phone number, including managing call volume, redirecting calls to other departments, and providing critical visit information.
• Support the OdySea Aquarium Community Stewardship Program through donation request coordination, fulfillment, and reporting. Submit donation request summary reports to Guest Relations Manager and Director every week.
• Manage the Guest Relations Recourse Tracker, noting all guest recoveries, including the reason for recovery and results, to identify operational improvements for the business.
• Listen to guest concerns and work independently to resolve issues in the best interest of the guest and the Aquarium. Identify guest concerns that should be escalated to a manager or director.
• Accurately and efficiently conduct all sales transactions including tickets, annual passes, and programs.
• Account for all monies, coupons, passes, and vouchers received. Ensure end of day close is within accepted guidelines as outlined by the OdySea Aquarium cash variance policy.
• Actively promote and upsell add-on experiences, annual passes, and partner combination tickets (Butterfly Wonderland, Mirror Maze).
• Provide administrative support to Group Sales Manager. Support will include pre and post-visit communication with school and non-school groups, updating Group Sales Tracker every week, and building reservations in the ticketing software program.
• Maintain the integrity of the assigned work area, ensuring that it is clean, properly functioning, and guest-ready. Rectify issues directly when possible or alert Guest Relations leadership if assistance is required to make necessary corrections.
• Attend all Aquarium training programs and demonstrate an ongoing understanding of exhibits, programs, visitor information and policies/procedures. Master all required responsibilities of the position.
• Work as a member of a team; within the Guest Relations department and the rest of the Aquarium staff. Effectively communicate to peers and leadership information that is relevant to the guest experience.
• Ensure that all safety policies and procedures are followed by both guests and Aquarium team members through constant monitoring of the assigned work area.
• Contribute to a work environment that is satisfying, enjoyable, and energetic.
• Comply with safety and security directives, policies, and procedures.
• Ability to operate a computer and keyboard
• Performs other related duties as assigned.

PHYSICAL AND MEDICAL REQUIREMENTS:

• Ability to push/pull up to fifty pounds.
• Ability to stand for long periods, as well as walk.
• Ability to use hands to finger, handle, or feel; and reach with hands and arms.
• Ability to stand for long periods, as well as walk.
• Ability to use hands to finger, handle, or feel; and reach with hands and arms.
• Ability to balance, stoop, kneel, crouch, climb stairs, or crawl.
• Required to frequently talk and hear.
• No impairment of sight, smell, hearing, touch, balance, and agility of movement might interfere with the ability to work.
• Specific vision requirements for this job include close vision, color vision, depth perception, and the ability to focus.
• Must be able to take directional cues directly or indirectly.
• Ability to work in an environment that may be loud at times.
• Ability to work in all weather conditions, including occasional extreme hot or cold, and wet and/or humid conditions.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Successful completion of pre-employment drug screening and background check
• Allergies related to animals or plants, which might interfere with the ability to work, must be controlled by medications or protective equipment.

REQUIRED EXPERIENCE:

• High School diploma or GED required. 1-3 years experience in customer service/administrative/reception.
• Experience with administrative phone systems and high call volumes.
• Experience with complex point of sale systems. Experience with Gateway/Galaxy is a plus.
• Must be able to handle confidential information.
• Must be willing to work a minimum of 29 hours per week, including evenings, weekends, and holidays.
• Strong computer skills, including Word and Excel.

Must exemplify core fundamentals of the Employee Promise, which states:

• I am empowered to take ownership of any opportunity to exceed expectations.
• I anticipate guests' needs and pay attention to the details.
• I treat all internal and external customers with respect.
• I am on stage! (Smile)
• I have an attitude of gratitude.
• I get it right the first time.
• I display actions that are moral and ethical.
• I always provide alternative solutions.
• I am committed to learning every aspect of our products and services.
• I use the 10/5 rule, 10 feet I acknowledge my guest’s presence with a smile and at 5 feet. I greet them with a courteous word.
• I use name recognition at every opportunity
• I value the contribution of every team member