Newport Aquarium

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Newport Aquarium

Newport Aquarium Guest Experience Director – Newport Aquarium – Newport

Full Time

Newport, Kentucky, United States

Posted 4 weeks ago

Job Description

SUMMARY:

Ready for a leading role in a conservation-focused, family-friendly organization? Daily, you will lead all non-admissions revenue generating activities and guest directed operational functions at Newport Aquarium and related businesses. You will direct the overall planning and direction of the Guest Experience department. You oversee on-site and off-site ticket fulfillment, merchandise operations including retail, photography and food & beverage, exhibits and housekeeping, and guest area logistics. With a focus on creating “Memories Worth Repeating”, strive for cost effectiveness, efficiency, and enhanced profitability while maintaining the highest degree of internal and external customer satisfaction through our Leading with Love program. With the Aquarium’s Marketing Director, co-lead Membership sales and renewal drives and efforts. You will work closely with the entire Leadership Team and ensure effective relationships with other departments.

Newport Aquarium offers amazing perks for all team members. Visit the aquarium whenever you want, share complimentary tickets with friends and family, enjoy discounts on food and beverage, merchandise from our gift shop, and candy from our Sweet Dreams Candy Company. Plus, you can enjoy most of these same benefits and discounts across most of the Herschend Family Entertainment properties.

Benefits include PTO (vacation, sick & eight holidays); choice of two medical plans from Humana; dental and vision coverage; access to additional life, accident, critical illness insurances, and long-term disability; company-paid life insurance and short-term disability; and 401k with 3.5% company match (after one year of employment) and profit sharing.

Looking to pursue or continue your education without the debt? Grow U has hundreds of online programs available from certifications to college prep to associate’s, bachelor’s, and master’s degrees. Many of these programs are fully-funded. Learn more at: https://www.newportaquarium.com/Careers/Benefits/GrowU

Newport 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.

Required Skills

MAJOR DUTIES AND RESPONSIBILITIES:

Work with the Executive Director in establishing goals, objectives and procedures for the department, which include product knowledge, training, coaching, and to develop a team that maximizes sales, the team members experience and the guest experience.
Responsible for all admissions and in park fulfillment including sales programs, POS, ticketing, access control and cash control processes.
P&L responsibility for the development, sales and operations of all attractions revenue & expenses including, but not limited to, paid tours and programs.
Profit and Loss (P&L) responsibility for the development, sales and operations of all merchandise, food and beverage, and guest services revenue & expenses
Creates and reinforces a sales culture that ensures the highest standard of customer service and maximization of sales potential.
Leads departmental planning and budgeting.
Manages revenue capital projects.
Research, coordinate and take an active part in the design and planning of all facilities and revenue generating programs in order to achieve maximum revenue & profit potential.
Accountable for delivering exceptional customer service consistent with our brand positioning; ensuring that service is prompt, all team members have product knowledge, customer expectations are exceeded and guest recovery activities are efficient and effective.
Leads details of guest services programs to ensure all activities are integrated with marketing and sales.
Provide high level of leadership and motivational attitude towards all team members. Coach, recognize, guide and lead by example through Herschend Enterprises values.
Oversee the development and use of effective standard operating procedure (SOP’s) manuals; oversee the implementation of and continually monitor programs to ensure that all policies and procedures are appropriately and effectively followed at all times.
Responsible for hiring, retaining and developing an effective Guest Experience management team by motivating, coaching, training and developing team members towards optimum performance. Developing others is the highest priority.
Undertake special assignments or projects as assigned by the Executive Director.

Required Experience

QUALIFICATIONS:

Bachelors degree in related field and/or 5 years relevant experience preferred. Must demonstrate solid guest service, retail and sales skills including: development and execution of service programs, management, budgeting, retailing and a commitment to quality service.
Experienced in managing, mentoring, and coaching service staff. Must have proven leadership skills.
Self-starter with the ability to plan, organize, establish priorities and eliminate roadblocks to meet goals and achieve desired results.
Demonstrated ability to read and manage sales plans and financial statements.
Demonstrated ability to work independently as well as part of a team.

PHYSICAL AND MEDICAL REQUIREMENTS:

Successful completion of pre-employment background check

YOU CAN EXPECT:

You can expect to work on projects that have never been done before – ideas that are unproven, and concepts that make people smile. You can expect to have fun and be treated with respect the minute you start…and through to the end. You can expect to work in an environment that is highly innovative and low in politics – truthful and filled with smart people!

And most of all, you can expect to work hard and make a difference in our world by helping to bring families closer together.

Tagged as: administration

To apply for this job please visit jobs.silkroad.com.

What We Will Not Refund

No refund will be provided as a result whether directly or indirectly of the following:

Alcohol or substance abuse; or conditions or physical complications related thereto of a Ticketholder or a Ticketholder’s Immediate Family Member;

Any general restrictions imposed on traveling or gathering as a result of COVID-19;

Any consequence of war, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolutions, insurrection, military or usurped power, riot, civil commotion strikes, lockout, terrorism, malicious intent or vandalism, confiscation or nationalization of or requisition or destruction of or damage to property by or under the order of any government or public or local authority;

Nuclear reaction, radiation, or radioactive contamination;

Terrorism;

Pollution or threat of pollutant release;

Any unlawful acts committed by a Ticketholder or Ticketholder’s Immediate Family Members

The Event being canceled by the venue or promoter for any reason (including bad weather);

Lost or stolen Tickets;

Dental treatment, except as a result of an Injury to sound natural teeth;

Participation in any military service, maneuver or training exercise not overseas;

Inability to obtain a visa required for travel;

Making a false or fraudulent refund application or support a refund application by false or fraudulent document, device, or statement;

Submitting your refund request more than 45 days after the Event;

Any expected or foreseeable events not listed under the What We Will Refund section

General Conditions

You must provide sufficient documentation to verify your refund request falls under one or more of the reasons listed in the What We Will Refund section.

You must make all necessary arrangements to arrive at the event on time.

You must not be aware of any material fact, matter or circumstance, at the time the refund protection was purchased, which may give rise to a refund request.

You must take all reasonable precautions to prevent or reduce any request for a refund

Definitions

Accident means an unexpected, unintended, unforeseeable event.

Active Military Duty means serving in the armed forces.

Common Carrier means an entity licensed to carry passengers for hire by air, or on land or water. Common Carrier does not include vehicle rental companies.

COVID-19 means Coronavirus disease known as COVID-19.

COVID-19 Test means any positive test for COVID-19 that can be evidenced and requires a Ticketholder to self-isolate.

Event means an experience or a series of experiences, with specified or expiration dates, that a Ticketholder reserves, registers, attends, or participates in such as sports, performing arts, camps, tournaments, conferences, lodging, specialized classes, spa treatments, or other similar experiences.

Illness means a sickness, infirmity, or disease that begins after the Ticket is purchased, which prevents the Ticketholder from attending the Event, and is not a Pre-existing Condition.

Immediate Family Member means a Ticketholder’s spouse, parent, child, foster child, stepchild or child-in-law.

Injury means bodily injury caused by an Accident, directly and independently of all other causes and sustained on or after the purchase date and before the Event Date.

Mechanical Breakdown means a mechanical issue that prevents a vehicle from being driven, a flat tire requiring professional roadside assistance, or a vehicle becoming inoperable. Mechanical breakdown does not include running out of fuel, the need for routine maintenance, or inoperability because of lost, unavailable, or stolen keys.

Natural Disaster means flood, wildfire, hurricane, tornado, earthquake, tsunami, volcanic eruption, blizzard, or avalanche that is due to natural causes.

Physician means a licensed/qualified medical practitioner who is practicing within the scope of his or her license/qualification and who is licensed to prescribe and administer medication and to perform surgery that is appropriate for the condition and locality. A Physician does not include someone residing in Your home, an Immediate Family Member, or Your in-laws (parent, child, sibling), aunt, uncle, niece, nephew, or legal guardian.

Refund means:

Money returned to You by the supplier;

Any credit or voucher for future events You receive or are entitled to receive from the supplier; or

Any credits, recoveries, or reimbursements You receive or are entitled to receive from Your employer, a credit card issuer, or any other institution.

Spouse means a Ticketholder’s lawful spouse as defined by law and includes civil unions and domestic partners.

Ticket means the registration or reservation required to attend or participate in an Event and paid for in full by You. A ticket is deemed used once the Ticketholder attends any part of the Event.

Ticket Cost means the total amount paid for one Ticket, including any prorated taxes, fees, and shipping costs. Ticket Cost does not include costs added after the refund protection has been provided.

Ticketholder means the person to whom this ticket is issued and has an incidence of ownership under this ticket. Ticketholder does not include a Ticket Reseller.

Ticket Reseller means a person or entity that buys tickets for the purpose of resale and includes any marketplace designed to facilitate such resale. Ticket Reseller includes ticket scalpers and ticket brokers.

THE “GLOBAL REFUND PROGRAM” IS A PROGRAM OF JSV EVENTS LIMITED WITH REIMBURSEMENTS MADE BY VERICLAIMS, INC. POWERED BY FANSHIELD INTERNATIONAL, LLC AS AN AUTHORIZED REPRESENTATIVE OF JSV EVENTS LIMITED (REGISTRATION NO 10712264)

If you are age:

Then an interview is:

13 and younger

Generally not required

14-79

Required (some exceptions for renewals)

80 and older

Generally not required