Guest Experience Associate (Part-Time, Contract)

Vancouver Aquarium Careers; Vancouver; On-site; CAD 22,000 - 30,000; Full time

Job summary

Vancouver Aquarium is seeking a Guest Experience Associate to help create an exceptional visitor experience. You will assist at Admissions, the Guest Services Desk, and the 4D Theatre, greeting guests, selling admissions and memberships, and describing the theatre experiences.

The role requires a proactive, team-oriented individual with strong communication skills and the ability to work in a fast-paced tourism environment. Weekend and holiday availability is required.

Qualifications

• 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 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 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.

Responsibilities

• Provide excellent customer service that adheres to Guest Experience goals and standards.
• Respond to questions from visitors about the Aquarium, Stanley Park, and other places of interest.
• Guide guests through the 4D Theatre and introduce the film.
• Maintain 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 gates and Admissions and check-in guests according to reservations.
• Process general admission ticket sales and membership upgrades.
• Support daily operations and activities throughout the Aquarium.
• Facilitate cross-training opportunities within Guest Experience and Business Operations.
• Perform additional duties as required.
• Verify and scan e-tickets in ACME per guest demographics.
• Aid in emergency protocols and uphold safety standards.
• Support EMS protocols and environmental initiatives.
• Perform other duties of a similar nature or level as required.

Skills

Customer service

Teamwork

Communication

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.

HOURLY WAGE: $19.25 per hour