Guest Services Associate

POSITION DESCRIPTION POSITION TITLE

Guest Services Associate (PT)

REPORTS TO

Guest Services Manager

SUPERVISES

No One

EXEMPT OR NON-EXEMPT

Non-Exempt

PERCENTAGE OF PART TIME EMPLOYMENT

100%

PERMANENT/SEASONAL/TEMPORARY

Permanent

LOCATION

On-Site

PRIMARY RESPONSIBILITY

Responsible for generating new business revenue through sales of tickets, programs, tours and annual passes. The preferred candidate is a competitive, fun and experienced sales professional who possesses the ability to maintain a professional attitude and maximizes opportunities to increase sales revenue while providing a superior guest experience.

ESSENTIAL JOB FUNCTIONS

Welcome guests into the aquarium while processing admission and advanced sales, while providing additional information requested by the guest. Provide directional support for guest looking to purchase tickets. Assist guest with planning of their visit, including providing information on tours and experiences. Provide support with guest queue lines. Meet or exceed established daily, weekly, monthly and annual sales goals with a primary focus on upselling programs, tours, and memberships. An understanding of all programs available to the guest. Ask open ended questions to have the guest expand on their goals and objectives in visiting CMA. Use active listening to understand what the guest wants and needs. Make suitable product recommendations to meet guest needs and business objectives to upsell programs. Involve verbal and non-verbal communication to create an exceptional guest and staff experience. Knowledge of different membership levels, donations, pavers and plaques. Knowledge of CMA's website with the ability to navigate and guide callers to various sections based on their desired needs. Provide a superior level of customer service to all guests. Check in groups, members and advanced sales groups. Follow company and department policies and procedures. Participate in trainings as required. Provide support when needed by working in all Guest Service positions. Other duties as assigned.

EDUCATION/EXPERIENCE REQUIREMENTS

Cash handling experience required. Computer experience or an ability to learn computer programs. Experience with various POS software, printers and validators. Experience with KMIT software a plus. Possess a team-oriented mindset Demonstrated track record of customer service and communication skills. Proven track record of handling inbound calls, and assisting guest with general information and advanced sales. Must be organized, flexible and able to deal with various personalities. Demonstrated ability to perceive and react to the needs of others. Ability to multi-task in high pressure situations Proven experience in interacting with guests and performing computer sales functions at the same time. Experience in handling high volumes of customer interaction while communicating in a professional manner. Ability to work days, nights, weekends and holidays as needed.

PHYSICAL REQUIREMENTS

Able to stand and navigate throughout the facility for long periods of time in an indoor or outdoor environment

• frequently Ability to withstand various weather conditions, including extreme weather (heat, cold, wind, rain)
• frequently Ability to utilize a microphone, either handheld or head worn
• frequently Ability to bend, kneel, and stoop
• occasionally Able to lift up to 30 lbs
• occasionally Clearwater Marine Aquarium reserves the right to revise job descriptions or work hours as required.

All job requirements are subject to change to reflect the evolving position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). A statement of "permanent" position is not a guarantee of employment. It simply means the role has no set end date. In Florida, employment is "at-will" by default, meaning either party can terminate the relationship at any time for any legal reason and as such continued employment remains on an "at-will" basis. Clearwater Marine Aquarium is an equal opportunity employer, and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. Clearwater Marine Aquarium participates in E-Verify, please view the Notice of E-Verify Participation and the Notice of Right to Work.