Lead Team Specialist, Guest Services

  • Georgia Aquarium
  • Atlanta, Georgia
  • Feb 16, 2021
Full time Other

Job Description

Position SummaryThe Lead Team Specialist, with a focus on hospitality and servant leadership, will create a fun, welcoming, and engaging experience for our guests and team members. This role is responsible for assisting the Guest Services Management Team in overseeing Guest Services general operations including, but not limited to, daily operations of shows, and all guest facing service positions. The Lead Team Specialist will have additional daily administrative duties to further support the smooth operation of the department including preparing work areas for daily operations, assisting with approving point of sale transactions, and supervision of Team Specialists. Furthermore, all Lead Team Specialists will be responsible for assisting in training, coaching, and mentoring new and experienced Guest Services Team Specialists, through observation and assessments. The Guest Services Lead Team Specialist receives extensive hospitality training, enhancing their ability to engage our guests.ResponsibilitiesGuest Experience and EngagementCreate engaging moments for our guests, by creating a warm, friendly, and inviting environment in all Guest Services areas.Facilitate reoccurring guest "Aquatic Moments," highlighting an area of the Aquarium not experienced by the general public, further enhancing the guest experience by creating a personalized moment for a select number of guests.Coordinate general operations in Sea Lion and Dolphin Show seating, entry plaza, point of sale, Animal Interactions Desk, and other guest facing areas, including the atrium and stroller parking areas.Work in both indoor and outdoor areas as needed, while engaging our guests in conversation.Provide support, when needed, by working in all positions, including Level 1, Level 2, and Level 3 roles.Team Leadership, Assessment, and DevelopmentServe as an exemplary role model in behavior, performance, and work ethic to all Team Specialists and staff in other departments.Lead by assisting management with training and development of Part Time Team Specialists in all areas, including Point of Sale, Sea Lion and Dolphin shows, and other guest facing area trainings.Assist in performance assessment of Part Time Team Specialists, focusing on hospitality centered service, performance standards, and the overall guest experience.Provide primary assistance to all work areas requiring elevated/supervisory attention, including transaction approvals at point of sale, guest concerns in all areas, and general questions from guests and team members.Serve as liaison between management and all Team Specialists.Mentor and guide new and seasoned Part Time Team Specialists.Excellence in StandardsParticipate in daily guest area walkthroughs, insuring all areas are ready for team members and guests.Maintain animal and guest safety as a top priority.Assist in creating a culture of hospitality among team members and guests.Design the guest experience to ensure a memorable and positive visit; this includes ensuring comfort and safety of visitors during their visits.Provide immediate guest service recovery when needed.Administration, Daily OperationsServe as assistants to the Guest Services management team, and actively contribute to the Aquarium team by assisting in implementation and administration of all guest facing and hospitality centered initiatives.Assist in administrative tasks within in the department.Perform other duties as workload necessitates.Setup and breakdown of equipment.QualificationsAt least one year of guest service management experience in a zoo, aquarium or hospitality setting preferred.Supervision, assessment, and training experience of staff preferred.Demonstrated experience and knowledge in guest service, hospitality, or related field.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.Proven understanding of training and evaluations preferred.Demonstrate ability to develop partnerships and good working relations with others.Demonstrate knowledge of wildlife conservation and environmental issues.Demonstrated awareness and understanding of Guest Service Policies and Procedures.High School Diploma required.Must pass all screening requirements deemed necessary for employment at Georgia Aquarium, Inc.Must maintain an open availability and be able to work up to 40 hours including weekends and evenings on a flexible schedule as demanded by guest and company needs.Must be able to attend all required trainings.Proficiency with Microsoft Office Products.Physical Demands & Work EnvironmentThe 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.