Guest Services Lead
Vancouver Aquarium
Vancouver, Canada
12d ago

ROLE OVERVIEW KEY ACCOUNTABILITIES Positively represents the Vancouver Aquarium through providing exceptional service by :

  • Enthusiastically meeting and greeting members, the general public, self-directed groups, commercial groups, and community program participants;
  • Politely and professionally responding to questions from visitors about the Aquarium, Ocean Wise, Stanley Park and other places of interest to tourists and residents;
  • Confidently communicating information about the facility, exhibits and events;
  • Monitoring the line management at admissions and at express kiosks, verifying receipts for re-entry of visitors.
  • Efficiently processes admission, group and / or membership sales into the Point-Of-Sale system by :

  • Correctly verifying memberships through the database system;
  • Quickly and accurately recording visitor attendance, applying coupons, generating tickets, and receiving payment.
  • Provides additional support to the Admissions Team by :

  • Assisting with the opening / closing procedures for Admissions;
  • Performing all voids, till corrections, refunds, and other controlled sales transactions;
  • Processing self-directed and commercial groups and review behaviour policy with group leaders;
  • Assigning and overseeing daily duties as assigned to Guest Services Representatives;
  • Assisting with in staffing, recruiting, training, and mentoring the Admissions Team;
  • Supporting the Guest Services Representatives first line of support;
  • Assisting with guest services problem resolution;
  • Supporting and guiding the continuous effort of the Aquarium Donation programs;
  • Supporting Visitor Experience programs such as delivering the 4D theatre presentations and Visitor Satisfaction Surveys;
  • Ensuring staff have the required tools to perform in an efficient manner; membership guest passes, pre paid tickets, ink, pens, maps, come back cards, counterfeit pens, stamps, gift certificates, etc;
  • Contribute topics to the daily admissions Hot Sheet and submit Daily Update at end of shifts;
  • Completing daily tasks as assigned by the Assisitant Manager, Admissions and Manager, Visitor Experience and Admissions
  • Successfully supports the Vancouver Aquarium by :

  • Supporting Visitor Experience programs such as presenting at 4D Theatre, conducting evaluations;
  • Processing Behind the Scene Tours, animal encounters and self directed visit groups;
  • Meeting the selling targets for Aquarium Donation Programs.
  • Consciously improves the overall organization and its processes by :

  • Continually improving our impact on the environment and greening of operations through support of EMS protocols;
  • Maintaining and supporting organizational safety standards and ensuring all Guest Service Representatives are well versed in these;
  • Abiding by all organizational policies and procedures;
  • Performing other duties of a similar nature or level
  • Education and Experience

  • Some cash handling experience;
  • Related cash register and computer skills;
  • Retail, tourism or related experience.
  • Skills

  • Excellent customer service, interpersonal and communication skills;
  • Positive attitude;
  • Accuracy, precision and attention to detail;
  • Ability to work well in a team environment;
  • Ability to multi-task in a fast paced environment;
  • Ability to learn and adapt in a constantly changing environment;
  • Ability and maturity to deal with a wide variety of ages and personalities;
  • Ability to handle a cash register and a computer based Point of Sale system;
  • Second language is an asset.
  • Working Conditions :

  • Job requires standing, working outdoors and operating a Point of Sale database for extended periods;
  • The incumbent must be able to safety reach, stretch and bend on a regular basis
  • The incumbent must be able to safely carrying up to 30lbs at a time;
  • Job constantly involves listening and reacting to requests for information;
  • Concentration is required when greeting visitors, answering questions and receiving payments simultaneously;
  • Potential exposure to upset people in which problem solving will be required;
  • Flexibility and availability in schedule are required during the week, including weekends and holidays.
  • Apply
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