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Director of Guest practice:Cleveland , OHJob description:
Greater Cleveland AquariumDirector of Guest practiceGeneral Summary of Job tasks:The Director of Guest practice at the Greater Cleveland Aquarium is responsible for the everyday oversight of visitor-facing operations, ensuring the highest standards of customer service. Closely collaborating cross-departmentally to ensure an enjoyable practice for all guests while maximizing the sales potential. Principle Responsibilities and tasks: » Ensure a high quality of service and a high level of guest satisfaction through oversight of all aspects of the guest practice. » supervise ticket and membership sales in-person and online. » Maintain an efficient and secure system for the point-of-sale including cash drawers, vaults and credit card services. Fulfill all financial reconciliations. » Lead guest practice team by example to ensure a positive Aquarium practice that encourages repeat visitation. » supervise responsibilities and workflow of the Guest practice Associates. » Participate in the hiring, training, supervision and retention of Guest practice Associates. » Supervise the Office adjuncts and supervise the operation of the reception desk. » Ensure that guest’s needs, inquires or incidents are addressed appropriately in a timely manner and handle difficult guest issues. » Create staffing schedules with appropriate coverage for everyday hours and events. » Develop a high proficiency and robust expertise of the reservation software, serving as a system administrator. » Maintain the reservation software for point-of-sale, back office, e-commerce and reporting database for everyday tickets, memberships, programs and events. » Maintain point-of-sale hardware, troubleshooting with Information technology to correct errors. » Develop relationships with guests and members, attracting new, retaining current and re-engaging with lapsed. » Collaborate with Marketing for membership sales strategies, communications (collateral and emails), benefits and engagement. » Assist with the logistics of member events, special events and programs. » Collaborate with Education and Interpretation to ensure information about the Aquarium, exhibits, and programs is shared effectively with guests. » Work with Operations to facilitate crowd control during busy hours and to ensure safety, cleanliness and accessibility of public areas. » Track, analyze and report visitor data on a monthly basis. » Identify and measure key performance indicators to drive guest satisfaction. » Assist with planning and reviewing annual admission and membership revenue. » Develop annual departmental budget. » Continually improve the guest practice by evaluating and effectively enhancing guest service systems and procedures. Job practice and suitable education » Minimum of 5 years of practice in customer service and operations, preferably in an attraction setting » Minimum of 3-5 years of practice in management capacity » Bachelor’s degree (BA/BS) in hospitality, business, travel and tourism, arts and culture, or closely related field expertise and Other Requirements: » capability to work a flexible schedule, including weekends, evenings, holidays and in critical situations as required » Strong expertise of visitor service principles, practices, procedures and attraction audiences » Exceptional customer service expertise » Effective oral and written communication expertise with the capability to relate to diverse audience (age, abilities, culture, etc.) » Excellent organizational abilities, analytical expertise and attention to details » capability to deal with a wide variety of situations and maintain poise under pressure » Excellent judgment and discretion in handling confidential and sensitive situations and matters » Excellent interpersonal and management expertise, combined with a team player approach including a demonstrated capability to collaborate » Proficiency in computers, data management and point-of-sale systems » Proficiency with MS Office (Outlook, Word, Excel, Teams) » practice with electronic devices including: credit card pin pads, printers and telephone systems » practice in web-located applications Employment Type: Full Time income Exempt with benefits package. income is commensurate to practice and qualifications. How to submit the application:The Greater Cleveland Aquarium is an equal opportunity employer. To be considered for this position, please submit your resume and cover letter to Stephanie White, General Manager, at E-Mail: swhite@greaterclevelandaquarium.com.Greater Cleveland Aquarium Cleveland, OH Visit our website Return to All Job Posts Edit your job postingGeneral Settings» Title (limited to 100 characters) » » Description » Add details about the job itself here. » practice » » Comments » » income » » Category Type » Internship Job » » How should a candidate apply? » Example: the mailing address, email address, fax number or website the applicant should use to apply. » » Job Perks » Company Info » Company Name » » Address » » » » City » » State » Please Select Alberta Alabama Alaska Arizona Arkansas British Columbia California Colorado Connecticut Delaware District of Columbia Florida Georgia Hawaii Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Manitoba Maine Maryland Massachusetts Michigan Minnesota Mississippi Missouri Montana Nebraska New Brunswick Newfoundland Nevada New Hampshire New Jersey New Mexico New York North Carolina Northwest Territories North Dakota Nova Scotia Nunavut Ohio Oklahoma Ontario Oregon Pennsylvania Prince Edward Island Quebec Rhode Island Saskatchewan South Carolina South Dakota Tennessee Texas Utah Vermont Virginia Washington West Virginia Wisconsin Wyoming Yukon » Zip » » Company Phone » » Company Fax » » Company Website » » Company Twitter Username » » Company Facebook Page » » About the Company » » Company Logo/Avatar » Remove » JPG and GIF only, recommended size of 100x100 pixels. 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