Guest Operations Manager

Florida Aquarium · United States

Position Summary

This position will function as a Manager for the Guest Services Department at The Florida Aquarium (TFA) and act as a Manager on Duty (MOD) for either daytime or nighttime shifts, depending on departmental needs. The Guest Operations Manager is responsible for safeguarding that staff and campus partners are supporting the operational and guest service needs of TFA, while ensuring overall guest experience standards are met throughout the daily operation. This position will manage the Guest Service Supervisors, as well as full, part-time and seasonal guest services staff, and serve as primary point of contact for all day-to-day guest services operations and emergency procedures to ensure exceptional guest service and safety throughout the facility.

Essential Position Functions

• Oversee Aquarium Guest Service Operations
  • Inspects all areas inside and out. Conducts rounds of TFA, reporting any issues to the appropriate department.
  • Serves as POC for TFA-wide communications including opening, closing, and daily communication reports.
  • Ensures safe entry and departure for all TFA guests, vendors, and staff.
  • Ensures smooth operation for all Added Value Experience (AVE) tours and bookings.
  • Manages crowd control.
  • Serves as a POC for/liaison with Director of Security to ensure daily operation of security staff is in alignment with operational needs and services.
  • Completes detailed MOD report
  • Completes and maintains all daily logs, reports, and spreadsheets, including tracking daily attendance, and departmental budgets.
  • Maintains and updates daily Guest Services Standard Operating Procedures.
  • Implements all appropriate policies and procedures.
  • Maintains departmental scheduling and payroll.
• Serve as primary point of contact for day-to-day guest services operations and emergency procedures (test/drill and actual), ensuring exceptional guest service and safety throughout TFA
  • Serves as main point of contact for completing incident reports and internal investigations.
  • Acts as initial point of contact for all employees during all emergency situations (live or drills), including being POC with fire or law enforcement as necessary.
  • Supports, reviews, catalogs, and maintains important surveillance footage.
  • Supports special events by scheduling staff to ensure guest safety for the event.
  • Works in conjunction with Security for any guest incidents.
• Daily Managerial Responsibilities
  • Oversees pre-shift meetings for Guest Services staff.
  • Supports daily Guest Services Supervisors and staff.
  • Manages day-to-day operations of Guest Services department.
  • Oversees interviewing, selection, and scheduling of Guest Services staff.
  • Oversees training and corrective counseling of Guest Services staff.
  • Conducts quarterly in-service meeting for the Guest Services Supervisors and staff.
  • Ensures guest-facing areas are kept to the standards laid out by TFA.
  • Assists in oversight of the Environmental Services and Security daily operation

Educational Requirements and Technical Skills

• High school diploma or GED equivalent, college degree preferred
• At least one year of supervisory experience in hospitality, operations, or a related field
• Management/supervisory experience required
• Current CPR/First Aid certification (or ability to obtain within 6 months)
• Knowledge of Altru ticketing software a plus
• Experience in coordinating with fire, rescue and law enforcement during incidents
• Experience in dealing with customers and customer issue resolution
• Knowledge of Microsoft Office software
• Knowledge of security camera operation
• Spanish bilingual preferred
  
  

Typical Physical Requirements

• Ability to handle high stress situations in a calm manner
• Ability to work irregular hours and outdoors
• Ability to work nights, holidays, weekends, and extended hours.
• Sitting, standing, walking – at least 4-6 hours per shift
• Bending/stooping, climbing ladders – frequently
• Kneeling/squatting, reaching above shoulders – occasionally
• Carrying/lifting up to 50 lbs.
• Coping with demands (stresses that are associated with the job and/or the work environment) so that acceptable levels of performance and overall contribution are maintained

Competencies

• Customer Focus – Demonstrates courtesy, cooperation and friendliness with staff, volunteers and customers. Actively listens, anticipates and evaluates the customer’s needs. Ensures that customer satisfaction is a priority in all areas of responsibility. Actively engages our customers while fulfilling job responsibilities.
• Business Focus – Strives to positively affect organizational success in completion of job requirements, manages resources effectively, and takes positive actions to enhance the Guest experience. Recognizes how their own performance and contributions impact departmental and organizational goals, strategies and results. Keeps FLAQ business and Customer’s well-being at the forefront of day-to-day focus.
• Planning/Decision Making – Establishes a course of action with specific goals and objectives in mind. Allocates resources and sets priorities in the most efficient and effective way while respecting our collection and environment with high ethics and standards. Demonstrates the ability to make the best informed decisions considering alternatives and available information. Develops contingency plans anticipating needs and changes in the work environment while seeking win-win solutions.
• Reliability/Accountability – Demonstrates the ability to complete tasks punctually, meet deadlines and follow through on commitments. Provides consistent and timely work free of errors and omissions. Demonstrates good time management skills by using time effectively and efficiently. Arrives at work and meetings on time. Takes responsibility for actions and behavior and learns from experiences.
• Problem Solving/Judgment – Provides realistic solutions in a timely manner based on consideration of alternatives and consequences. Demonstrates ability to evaluate alternatives and make judgments based on facts and the best interest of the organization. Demonstrates the courage to innovate and change when appropriate.
• Interpersonal Skills/Teamwork – Demonstrates the ability to work collaboratively within a team and across departments for organizational success. Demonstrates a positive attitude and initiative, seeks to understand before being understood. Fosters a positive, supportive and encouraging work environment. Demonstrates respect for other’s opinions, trusts in their abilities and recognizes their contributions.
• Initiative – Demonstrates the ability to proactively seek opportunities and solutions to challenges. Demonstrates self- motivation in completing job requirements and consistently strives to improve performance. Initiates new ideas by challenging the status quo to find new ways to do things better. Asks questions and seeks guidance when needed.
• Professionalism – Demonstrates honesty and integrity at all times, and takes accountability for their actions. Maintains composure, objectivity and a professional manner at all times. Complies with FLAQ’s Policies and Procedures. Behaves consistently with the values of the organization and acts as a role model.
• Communication – Effectively expresses ideas and ensures spoken or written communications are complete, clear and understandable. Actively listens and openly communicates with others. Ensures information is conveyed in a timely and appropriate manner. Encourages others to express their views. Positively accepts feedback and offers constructive feedback to others.
• Leadership (Supervisory) – Shows leadership by providing vision and strategies; sets clear expectations and goals for the team that support departmental and organizational goals. Guides staff toward individual accomplishments, departmental and organizational goals. Exhibits and demonstrates core value competencies. Creates a positive environment in which people are motivated to do their best; invites input from team and can delegate responsibility appropriately; recognizes contributions and supports professional growth of staff.