Guest Services Manager

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Loveland Living Planet Aquarium
  • Post Date: August 29, 2022
  • Applications 0
  • Views 96
Job Overview

Position: Guest Services Manager

Reports To: Director of Guest Relations and Safety

Position Summary:

The Guest Services Manager is responsible for ensuring the highest level of quality service from our employees to Aquarium guests. The Guest Services Manager will be responsible for managing daily activities associated with the guest experience.


Essential Duties and Responsibilities:

· Support and manage a team including an Assistant Manager, a team of Guest Services Supervisors and 40+ Guest Services front line staff during daily Aquarium operating hours to ensure all visitors are warmly welcomed and serviced during their visit.

· Ensure Guest Services staff is trained and supervised to properly greet, interact, and sell tickets; especially promotional ticket sales.

· Responsible for recruiting, interviewing, and hiring new Guest Services staff.

· Coordinate with Assistant Manager to review staffing and implementation of event/party staffing needs for Sales and Marketing/Events

· Assists with scheduling of Aquarium experiences, such as penguin encounters, stingray encounters, VIP tours as needed

· Manages timecards and payroll.

· Supervise front desk activities to minimize LLPA’s exposure to loss, non-paid entrance, and theft. Oversee audit of the MIMO cash/coin recycler

· Assist with labor management costs

· Responsible for the tactical training and development of Assistant Manager and Supervisors.

· Act as Leader on Duty for the Aquarium

· Provide strong leadership, ongoing training, and skill development in dealing with issues and or emergencies our guests may encounter.

· Ensure all transactions are completed with accuracy and all stations are properly accounted for and closed out and appropriate supporting documentation is filed with the CFO.

· Ensure that Tuki’s Island Play & Party Center is in good repair, including oversight of replacements when necessary

· Partners with Development Programs Manager to review and update Animal Adoptions.

· Manages inventory and execution of Animal Adoptions program.

· Monitors supply of operational items including ticket stock, membership cards, brochures, maps, pamphlets, etc….

· Partners with the Director of Guest Relations and Safety along with the Accounting Assistant to insure proper coding of purchases and services

· Partners with Accounting to fix any incorrect billing of groups or memberships

· Serve on the Celebration Events Committee to plan and execute celebration events

· Ensure that LLPA communication is distributed to all members of the Guest Services team

· Facilitate bi-weekly Guest Services Leaderships meetings

· Issue appropriate performance counseling

· Conduct and complete annual reviews

· Proofread signage as it relates to Guest Services

· Work with various departments to solve any problems

· Partner with HR to insure job descriptions match qualifications required

· Assist Supervisors with daily operations when needed (gift cards, adoptions, info emails, covering breaks, etc).

· Create and implement training documents and ensure each Guest Services employee receives consistent training

· Resolve, communicate, or escalate, all customer service issues to the Director of Guest Relations and Safety.

· Oversee EECO voyager operation and staff.

· Other duties as assigned by Director of Guest Relations and Safety.



· Bachelors Degree preferred.

· Two plus years of equivalent experience in the hospitality/tourism industry.

· Past leadership experience preferred.


Critical Skills/Competencies:

· Strong computer skills

· Excellent oral and written communication skills

· Proficiency in all Microsoft Office applications

· Strong interpersonal skills

· Problem solving

· Ability to work in a face paced environment

· Ability to lead multiple leaders and staff in an ever changing environment

· Ability to support and lead a team remotely


Scope of position:

· Able to effectively communicate and manage the Guest Services team in creating a world class experience for all Aquarium guests.


Physical Demands of the Job:

· This job can require extended periods of standing and walking.

· Light lifting of 20-30 pounds may be required.


Special Working Conditions:

Heavy public contact is required, involving strong interpersonal skills, extensive interaction with guests, members, donors, and other employees. Available to work during regular daily operating hours of the Aquarium, including weekends and holidays.


While this job description attempts to describe the essential functions of the position, it does not prescribe or restrict the tasks that may be assigned. It does not restrict management’s right to assign or reassign duties or responsibilities to this job at any time.


Loveland Living Planet Aquarium is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. LLPA does not discriminate on the basis of disability, veteran status or any other basis protected class under federal, state or local laws.

Job Detail
  • CityDraper, UT
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