Guest Experience Associate - Contract, Part-Time [S]

Vancouver Aquarium Careers; Vancouver; On-site; CAD 22,000 - 31,000; Full time

Benefits offered by this job

Competitive hourly wage $19.25

Comprehensive Benefits Plan

Employee and Family Assistance Program

Company discounts

Mission-driven team

Job summary

The Vancouver Aquarium is hiring a Guest Experience Associate to join our team. You will greet visitors, handle admissions and memberships, and present the 4D movie while delivering outstanding customer service in a fast-paced environment.

Role requires strong communication, teamwork, and the ability to engage guests of all ages. Availability Fri–Mon, holidays, and some evening events is required. Competitive hourly pay with benefits and employee programs are offered.

Qualifications

• Previous experience in providing excellent customer service.
• Active demonstration of company's values and mission.
• Positive attitude and proven ability to work within a team.
• Self-motivated and able to work well under minimal supervision.
• Reliable and able to work in a fast-paced, high-stress environment.
• Ability to learn and adapt in a constantly changing environment.
• Ability to present to groups of 100+ visitors.
• Strong verbal and non-verbal communication skills.
• Strong decision-making skills.
• Ability to safely lift up to 30lbs/14kg.

Responsibilities

• Create the ultimate guest experience for all visitors.
• Provide excellent customer service adhering to Guest Experience goals and absolutes.
• Answer questions from visitors about the Aquarium and local sights.
• Facilitate a positive guest experience at the 4D Theatre and guide film introductions.
• Maintain the Theatre and Glasses Room to Aquarium standards.
• Set up and guide guests through the Virtual Reality Experience.
• Answer inquiries at the Guest Services Desk.
• Monitor gates and Admissions; check-in guests per reservations.
• Process general admission ticket sales and membership upgrades.
• Support daily operations and activities throughout the Aquarium.
• Cross-train within Guest Experience and Business Operations roles.
• Perform additional duties as required.
• Verify and scan e-tickets in ACME according to demographics.
• Aid in emergency protocols and safety standards.

Skills

Customer service

Teamwork

Verbal communication

Second language

Job description

Vancouver Aquarium, one of the many properties owned by Herschend Family Entertainment, prides itself on working towards bringing families closer together and to creating memories worth repeating. Our Core Values – greatly exceeding guest expectations, serving others, creating emotional connections, constantly improving – give us purpose and guidance.

SUMMARY:

As a Guest Experience Associate at the Vancouver Aquarium, you will be working within a team to create the ultimate visitor experience for all our visitors, also it is a challenging and rewarding role for a highly energetic and team-oriented individual who is interested in experiencing the fast-paced and diverse industry of tourism and hospitality. Your days will be filled with fun and varied tasks, and you will have the opportunity to engage, amaze and inspire thousands of guests of all ages and from all around the world! With a focus on customer service, you will be working at Admissions, Guest Services Desk and at 4D Theatre. Guest Experience Associate greets and checks-in visitors, sells general admissions and memberships and presents the 4D movie. Moreover, Guest Experience Associate cross-train within all Guest Experience functions and respond to questions and communicates information about the Aquarium.

ACCOUNTABILITIES:

Create the ultimate guest experience for all our visitors:

• Provide excellent customer service that adheres to the Guest Experience goals, standard and absolutes.
• Politely and professionally respond to questions from visitors about the Aquarium, Stanley Park, and other places of interest to tourists and residents.
• Facilitate a positive guest experience at the 4D Theatre in the line-up and introducing the film inside the theatre.
• Maintain the Theatre and Glasses Room to Aquarium standard.
• Set up and guide guests through the Virtual Reality Experience.
• Answer general visitors’ inquiries at the Guest Services Desk.
• Monitor the gates and Admissions, checking-in guests according to their reservations.
• Process general admission ticket sales and membership upgrades.

Support the Guest Experience Department and Vancouver Aquarium:

• Support daily operations and activities throughout the Aquarium.
• Facilitate cross-train opportunities to additional positions within the Guest Experience Department and Business Operations Team.
• Perform additional duties as required.

Consciously improve the overall organization and its processes:

• Correctly verify and scan e-tickets in ACME according to the guest demographics.
• Promptly aid in emergency protocols.
• Maintain and support organizational safety standards.
• Continually improve our impact on the environment and greening of operations by supporting our Environmental Management Systems (EMS) protocols.
• Perform additional duties of a similar nature or level as required.

JOB REQUIREMENTS:

• Previous experience in providing excellent customer service.
• Previous experience at the Vancouver Aquarium an asset.
• Active demonstration of company's values and mission.
• Positive attitude and proven ability to work within a team.
• Self-motivated and able to work well under minimal supervision.
• Reliable and able to work in a fast-paced, high stress 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 present to groups of 100+ visitors.
• Strong verbal and non-verbal communication skills.
• Strong decision-making skills.
• Second Language an asset.
• Ability to safely lift heavy equipment such as stanchions or sign holders (up to 30lbs/14kg).
• Ability to stand and walk for long period of time.
• Ability to reach, stretch, and bend on a regular basis.
• Contribute to sanitizing high touched surfaces at Guest Experience Department work areas.
• Ability to listen and react to requests for information.

Please note that the successful candidates must be available to work on Friday to Monday, statutory holidays, and occasional evening events.

WHAT WE OFFER:

• Competitive hourly wage of $19.25
• Comprehensive Benefits Plan available for eligible team members
• Employee and Family Assistance Program
• Company Discounts
• Fun, supportive work environment with a mission-driven team

The Vancouver Aquarium is an equal opportunity employer committed to building a diverse and inclusive workplace. Candidate applications are reviewed by hiring professionals, and Artificial Intelligence is not used to screen, assess, or select candidates. Accommodation is available at every stage of the recruitment process. If you require accommodation, please contact the HR department.