A Legacy of Excellence Entertaining Your World Jacobs Entertainment, Inc. (JEI) is a developer, owner and operator of gaming and entertainment facilities across the United States. Core to the company's value is our commitment to ethical leadership, outstanding training, and open employee communication. Jacobs Entertainment is currently in search of a "Guest Experience Lead" for The Greater Cleveland Aquarium. Greater Cleveland Aquarium energizes curiosity for aquatic-life and the environment with up-close encounters, education programs and themed galleries that take guests around the world. Located along the Cuyahoga River in the historic FirstEnergy Powerhouse, industrial brick architecture is juxtaposed with imaginative fresh and saltwater habitats. It is the only freestanding aquarium in Ohio. Our employees are supported with a comprehensive benefits program that include the following: $200 Referral BonusTuition Reimbursement7 paid Holidays80 hours of Vacation after 1 year of employment48 Hours of Paid Sick Leave available immediately and renews annuallyWe offer a variety of affordable medical, dental, vision and flexible spending account plans after 60 daysEmployee Assistance Program FREE of chargeCompany paid Life Insurance and AD&DMatching 401K program after 90 daysOngoing learning and development programsWork towards your future advancement within the company—most of our supervisors and managers are promoted from within

Essential Job Responsibilities and Duties:

Partner with the Director of Guest Experience to recruit, hire, schedule and guide Guest Experience Associates, keeping daily operations, events and guest-facing areas running smoothly with informed, confident team membersGuide Guest Experience Associates in following operational procedures while modeling professional, positive and guest-focused service Reconcile ticketing revenue, cash drawers, system reports and daily deposits accurately and in accordance with established procedures Support admissions, memberships, renewals, events, programs and gift card sales by processing transactions accurately, promoting membership benefits and helping meet department goals.

Respond to guest care needs, including first aid, emergency evacuations and lost and found.

Maintain safe, clean and organized guest-facing workspaces; replenish supplies as needed and identify service, presentation, maintenance, safety, signage or cleanliness concerns for follow-upStay active on the floor by monitoring guest-facing areas and guest flow during peak periods, school groups, events and high-volume days; engage with guests, resolve concerns when appropriate and adjust coverage needs as neededConduct vault audits, maintain cash-handling documentation and submit change order requests to support daily operational cash needsShare operational issues, guest feedback and improvement opportunities with leadershipDemonstrate sound judgment, flexibility and problem-solving skills in a fast-paced guest environmentAssist with opening and closing procedures for Guest Experience areas, including readiness checks, cash drawers, equipment and guest-facing spacesCommunicate daily updates, policy reminders and operational priorities

Skills, Education and Other Requirements:

High school diploma required; related college degree preferredTwo years of customer service experience required; supervisory and cash-handling experience preferredComfortable in a fast-paced, guest-facing environment with strong communication, public speaking and informal guest engagement skillsAble to accurately process transactions, count revenue, reconcile totals and maintain attention to detail when handling reports and depositsProficient with computers, Windows-based applications and point-of-sale softwareCourteous, flexible, dependable, solution-focused and able to manage multiple priorities with initiativeEnjoys teamwork, guest interaction and learning about conservation, aquatic animals and interpretationCommitted to enthusiastic, guest-focused service and appropriate handling of confidential informationAvailable to work weekends, evenings and holidays as assignedWilling to become certified in First Aid, CPR and AED useDemonstrated leadership, coaching and team coordination skills, including the ability to share timely information with team members and leadershipAble to calmly resolve guest concerns, use conflict resolution and de-escalation skills, and make sound decisions during busy periods, emergencies or high-volume situationsMust carry and use a radio while on dutyMust pass a background check and pre-employment drug screeningIdentification that establishes identityIdentification that establishes the right to work in the United States