Coordinator, Guest Experience - Vancouver, Canada - Vancouver Aquarium

Vancouver Aquarium

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

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:

Reporting to the Manager of Guest Experience, this role is responsible for maintaining the highest standards of the Guest Experience philosophy, working with the Guest Experience Coordinator team, Assistant Guest Experience Managers and Manager of Guest Experience to deliver our brand promise to guests and colleagues. The Coordinator, Guest Experience, supports the administrative operations of the Guest Experience department and acts as a liaison between front line and operational departments._

ACCOUNTABILITIES:

Positively represent the Vancouver Aquarium through providing exceptional service:

Enthusiastically meet and greet members, the general public, self-directed groups, commercial groups, and community program participants
Politely and professionally respond to questions from guests about the Aquarium, Stanley Park and other places of interest to tourists and residents
Confidently communicate information about the facility, exhibits, programs, and events
Monitor the line management at admissions, oversee that a smooth quest checkin is provided

Efficiently check-in admission, group and/or membership sales into the Point-Of-Sale system:

Correctly verify guests, members, and group tickets by scanning e-tickets through point of sales system and according to their entry tickets
Retrieve guest booking through the backend system to assist guest and staff, receive payment for onsite sale
Quickly and accurately record guest checkin according to their ticket category and for capacity limit

Provide additional support to the Guest Experience Team:

Assist with the opening and closing procedures for Admissions
Assign and overseeing daily duties as assigned to Guest Experience Associates
Act as Duty Manager as required to assist with operations in the absence and at the request of Guest Experience Managers
Assist with onboarding and offboarding, IT requests, FOB's etc.
Assist with daily schedules, staffing, recruiting, training, and mentoring the Guest Experience Team
Supporting front line operations by assisting with guest services problem resolution promptly and effectively
Assist with guest services problem resolution promptly and effectively
Support Guest Experience programs such as delivering the 4D theatre presentations, Call Centre
Ensure staff have the required tools to perform in an efficient manner; tablets and iPod are fully charged, and turned on or off, scanners are serviceable, pens, maps, counterfeit pens
Contribute topics to the daily Admissions Hot Sheet and submit Daily Update at end of shifts
Perform all voids, till corrections, refunds, and other controlled sales transactions
Process selfdirected and commercial groups and review behaviour policy with group leaders
Complete daily tasks as assigned by the Assistant Manager and Guest Experience Manager

Successfully support the Vancouver Aquarium:

Support Guest Experience programs such as presenting at 4D Theatre, conducting evaluations
Process "Behind the Scenes Tours, animal encounters and selfdirected visit groups

Consciously improve the overall organization and its processes:

Maintain and support organizational safety standards and ensure all Guest Experience Associates are well versed in these
Continually improve our impact on the environment and greening of operations by supporting our Environmental Management Systems (EMS) protocols
Abide by all organizational policies and procedures
Perform additional duties of a similar nature or level as required

JOB REQUIREMENTS:

Some cash handling experience
Related cash register and computer skills
Retail, tourism or related experience
MS Teams Scheduling and Communications
Excellent customer service, interpersonal and communication skills
Positive attitude
Accuracy, precision, and attention to detail
Ability to work well in a team environment
Ability to multitask in a fastpaced 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 handle a cash register, MS Office and a computerbased Point of Sale system
Second language is an asset
Ability to stand and work outdoors and operating a PointofSale database for extended periods
Ability to safety reach, stretch and bend on a regular basis
Ability to safely carrying up to 30lbs at a time
Job constantly involves listening and reacting to requests for information
Concentration is required when greeting visitors, answering questions, scanning tickets, s