Guest Services Team Specialist

Position Summary

The Guest Services Seasonal Part Time Team Specialist, Level 1, with a focus on hospitality and servant leadership, will create a fun, welcoming and engaging experience for our guests and fellow team members using our four core values: sharing knowledge, dedication, honoring our commitments, and inspiring through amazement.  This role is responsible for assisting in and supporting general operations of the Guest Services department including, but not limited to, daily operations of Dolphin and Sea Lion shows, as well as hosting, operating, and maintaining the 4D Theater, other guest facing areas in non-cash handling roles.  The Seasonal Part Time Team Specialist, Level 1, receives extensive hospitality training, enhancing their ability to engage with guests, answer questions, and thrive in a dynamic and fast paced environment.  Roles in this department all require excellent guest communication skills, attention to detail, and the talents and skills necessary to craft an exceptional guest experience.  This position is considered an entry level seasonal position within Guest Services, with possibility of promotion to permanent part-time Team Specialist, Level 2, after 90 days of employment with satisfactory progress toward learning goals and a satisfactory performance evaluation.

1. Responsibilities:
2. Guest Experience and Engagement
   1. Create engaging moments for our guests, by creating a warm, friendly, and inviting environment in all Guest Services areas.
   2. Occasionally create guest “Aquatic Moments,” highlighting an area of the Aquarium not experienced by the public, further enhancing the guest experience by creating a personalized moment for a select number of guests.
   3. Support general operations in Sea Lion and Dolphin Show seating, entry plaza, point of sale, and other guest facing areas, including the atrium and stroller parking areas.
   4. Work in both indoor and outdoor areas as needed, while engaging our guests in conversation and providing Aquarium information.

1. Excellence in Standards
   1. Maintain animal and guest safety as a priority.
   2. Provide exceptional care and service to each of our guests.
   3. Assist in creating and maintaining a culture of hospitality among team members and guests.
   4. Always use inclusive and guest- and staff-appropriate language through positively framed interactions.
   5. Involve verbal and non-verbal communication to create an exceptional guest and staff experience.
   6. Play a role in designing the guest experience to ensure a memorable and positive experience; this includes providing comfort and safety of visitors during their visits.
   7. Provide immediate guest service recovery when needed.

1. Daily Operations
   1. Welcome and greet arriving guests, providing first point of contact assistance, through information sharing and wayfinding.
   2. Direct guests to appropriate areas for ticket purchases, membership assistance, security screening, and main entrance.

• Assist guest with planning of their visit, including providing information on Behind the Seas tours, animal encounters, and any guest experience enhancements.

1. Occasionally serve as captain, in the absence of a Lead Team Specialist.
2. Show Operations
   1. Welcome guests in entrance areas of theaters, providing directional and show information to incoming guests.
   2. Assist with stroller parking for shows, by checking in and checking out guests’ strollers.
3. Assist with volunteers helping in the area applying hands-on training.
4. Maintain daily glasses Opening and End of Day count and report to MOD.
5. Entrance/Atrium Operations
   1. Welcome guests into the Aquarium while scanning admission tickets, and providing any additional information requested by the guest.
   2. Aids with stroller parking areas.

• Provide navigational and information assistance when needed.

1. Point of Sale Operations
   1. Welcome guests and provide directional support for our guests looking to purchase tickets.
   2. Provide support with guest queue lines and wayfinding assistance.

1. Administration
   1. Serve as assistants to the Guest Services management team, and actively contribute to the Aquarium team by assisting in implementation and administration of all guests facing and hospitality centered initiatives.
   2. Assist in administrative tasks within in the department.
   3. Perform other duties as workload necessitates.
   4. Setup and breakdown of equipment.

III. Qualifications:    

1. High School Diploma/GED required.
2. At least one year of guest service experience in a zoo, aquarium or hospitality setting preferred.
3. Additional experience in theater settings (i.e., auditoriums, arenas, etc.) preferred.
4. Demonstrated experience and knowledge in guest service, hospitality, or related field, through actions, verbal, non-verbal, and written communication.
5. Must be able to demonstrate a high level of attention to detail and anticipation of guest needs, ensuring the highest levels of hospitality are reached during all guest interactions.
6. The focus of this position is hospitality which includes standing during interactions with guests.  All team members must be able to stand for extended amounts of time during their shifts, unless otherwise approved by management.
7. Previous cash handling experience.
8. Demonstrate ability to develop partnerships and good working relations with others.
9. Demonstrate knowledge of wildlife conservation and environmental issues.
10. Demonstrated awareness and understanding of Guest Service Policies and Procedures.
11. Must pass all screening requirements deemed necessary for employment at Georgia Aquarium, Inc.
12. Must be able to work up to 28 hours including weekends, evenings, and holidays on a flexible schedule as demanded by guest and company needs.
13. Must be able to attend all required trainings.
14. Proficiency with Microsoft Office Products...

Physical Demands & Work Environment:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by the job include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus.    While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.  The noise level in the work environment is usually moderate. 

Commitment:

I commit to Georgia Aquarium, Inc. to be a part of the following:

Mission: Georgia Aquarium is a nonprofit committed to inspiring awareness and preservation of our ocean and aquatic animals worldwide.

Vision:  To be the Premier Aquarium in the World for Science, Entertainment, Education and Conservation.

Values: Integrity, Innovation, Leadership, Teamwork, Respect, Excellence, Appreciation & Inclusion