Guest Experience Specialist

Ontario Trillium Foundation; Gulfport (MS); On-site; USD 28,000 - 36,000; Full time

Job summary

Mississippi Aquarium is seeking a Guest Experience Specialist to educate guests on exhibits and engage them with conservation messages. You will use public speaking to conduct tours, sleepovers, and presentations while delivering exceptional customer service.

You will interact with guests of all ages and backgrounds daily and work with the Guest Experience and Education Team to ensure smooth operations and memorable experiences.

Qualifications

• High school diploma or GED required.
• At least 1 year in a customer-service based role.
• Excellent customer service skills.
• Ability to work independently and as part of a team.
• Must be able to work in adverse weather conditions.
• Strong public speaking skills.
• Comfortable in large crowds of diverse backgrounds and ages.

Responsibilities

• Educate guests on exhibits and conservation messaging.
• Use public speaking to conduct tours, sleepovers, and presentations.
• Provide exceptional customer service daily.
• Assist with wayfinding and managing foot traffic.
• Support special events and daily operations as scheduled.
• Represent Mississippi Aquarium positively with a service mindset.
• Open/close exhibits and monitor safety.
• Attend trainings and meetings; collaborate with the Education Team.

Skills

Public speaking

Customer service

Teamwork

Communication

Independent work

Weather resilience

Crowd management

Problem solving

Education

High school diploma or GED

Job description

POSITION SUMMARY

The Guest Experience Specialist position will educate guests on the static and live exhibits and engage guests in relevant conservation messaging throughout the Aquarium. This position will use their public speaking skills to conduct various tours, sleepovers, public presentations, and provide exceptional customer service. This position will also interact daily with people of all ages and diverse backgrounds. This position is expected to work alongside other members of the Guest Experience and Education Team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Create meaningful connections with guests and inspire learning opportunities for aquarium visitors.

• Use public speaking techniques and skills to teach guests about the live and static exhibits inside and outside the aquarium.

• Communicate with guests in a positive and courteous manner.

• Follow all aquarium guest and safety procedures.

• Answer guest questions regarding a wide variety of aquarium topics and assist in wayfinding around the aquarium.

• Assist with the flow of foot traffic and congested spaces throughout the aquarium.

• Conduct presentations, tours, and support other daily operational needs when scheduled.

• Assist with special events and other programs as needed.

• Represent Mississippi Aquarium in a positive manner by maintaining a service-oriented attitude and delivering exceptional customer service.

• Assist in maintaining aquarium grounds and displays.

• Open and close aquarium exhibits and monitors.

• Attend all relevant meetings and trainings.

• Utilize excellent customer service and innovation to address challenges and find solutions.

• Work weekends, evenings, holidays, and overnights when necessary.

QUALIFICATIONS

• Minimum high school diploma or GED

• Minimum 1-year experience in a customer-service based role

• Excellent customer service skills

• Ability to work independently and part of a team.

• Must be able to work in adverse weather conditions, as well as remain in one area for large blocks of time.

• Strong public speaking skills and a desire to work with the public.

• Comfortable in large crowds of people with diverse backgrounds and ages.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Consistently looking forward, focused, ready to listen

• A heart for service, always willing to provide support to fellow team members

• Must be able to communicate needs and issues effectively

• Highly organized self-starter maintaining high standards

• Have an awareness and interest in the conservation of aquatic environments and their inhabitants

• Innovative, creative thinker; not afraid to propose something new and inspire others to do the same

• Proactive in finding solutions, productive, and efficient

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.

Team Requirements

• Safety & Security - All Team Members are required to adhere to all Mississippi Aquarium safety and security standards.

• Attendance & Appearance - To maximize the guest’s experience, all Team Members are required to adhere to Mississippi Aquarium standard operating procedures regarding attendance and dress code policies as it relates to individual job functionality.

• Sales & Guest Services - Our forward-thinking business model requires listening and understanding the needs of our guests both internal and external. To that end, we must always be focused on the guest experience which is the key driver for return guest visitation and increased sales.

• Team Partnership - All Team Members are focused on supporting each other to complete the guest experience. Therefore, supporting, facilitating, and participating in activities that promote team effectiveness is vital to our Organization.

Physical Demands & Work Environment

The 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.