Guest Services Assistant Manager

Overview The Guest Services Assistant Manager (Mote Science Education Aquarium at University Town Center) provides operational leadership and administrative support for the Guest Services Department. This role supports the Guest Services Manager in overseeing daily operations, staffing, training, reporting, and guest experience standards while ensuring consistency and efficiency across all Guest Services functions. The Assistant Manager plays a key role in maintaining operational continuity, supporting Team Leads and Associates, and contributing to the ongoing development of departmental systems, processes, and performance standards.

Leadership & Administrative Responsibilities:

• Supports overall departmental leadership, planning, and daily operational oversight of Guest Services
• Provides operational leadership coverage and continuity for the department when needed
• Directs and supports Team Leads and Associates to ensure consistent execution of guest service standards and operational expectations
• Leads recruitment, interviewing, onboarding, and training processes for Guest Services staff
• Coaches, develops, and supports Team Leads and Associates to strengthen performance, accountability, and advancement readiness
• Oversees employee performance tracking, attendance follow-up, and accountability documentation processes
• Supports staffing strategy, scheduling oversight, and labor planning based on attendance trends, events, and operational needs
• Prepares and analyzes operational reporting including attendance, revenue, conversion, and performance metrics
• Monitors membership conversion, guest engagement, and revenue-driving initiatives to support departmental goals
• Identifies operational trends and recommends improvements to efficiency, service delivery, and guest experience
• Communicates key operational updates, concerns, and recommendations to the

Guest Services Manager Operational Responsibilities:

• Ensures consistent delivery of exceptional guest service standards across all Guest Services operations
• Leads resolution of escalated guest concerns and complex service recovery situations with professionalism and sound judgment
• Oversees cash handling procedures, register balancing, and daily reconciliation processes to ensure accuracy and accountability
• Maintains departmental readiness standards including staff presentation, uniforms, and operational appearance expectations
• Provides operational oversight for front-entry readiness and supports security and weapons detection procedures as needed
• Coordinates inventory, supplies, equipment readiness, and vendor-related service needs to ensure uninterrupted operations
• Supports troubleshooting and continuity of admissions systems and operational technology
• Collaborates with internal departments to support events, group visits, promotions, and other high-volume operational needs
• Supports frontline operations during peak periods or staffing gaps to ensure consistent guest experience delivery
• Performs other duties as assigned in support of departmental operations

Working Hours:

Typical hours are 8:30am to 5:00pm with a half hour unpaid break for lunch. A normal work week is 40 hours. Weekend, holiday and occasional evening or early morning duty will be required.

Qualifications:

• The ideal Assistant Manager will be:
• Energetic, outgoing, and patient with a desire to provide a positive and memorable experience for each Aquarium visitor
• A team player able to perform additional functions as assigned
• Effective with communication skills, both verbal and written
• First-Aid/CPR Certified or ability to obtain certification within 3 months of hire

Experience:

A minimum of 3-5 years working in guest services at an aquarium, zoo, or related attraction setting is preferred.

Education:

Bachelor's degree preferably in Business Administration, Management, Hospitality, Marine Biology, or a related field

Skills:

• Must interact courteously and tactfully with public, staff, and volunteers
• Able to work independently or as a team
• Communicate clearly both verbally and in writing
• Ability to work outside in all Florida weather conditions
• Familiarity with ticketing and membership POS programs
• Supervision experience preferred
• Ability to lift and carry 25

Ibs Job Type:

Full-time Pay:

$21.00 - $26.00 per hour

Benefits:

Dental insurance Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Application Question(s): "To be considered, you must include a cover letter. Have you attached or pasted your cover letter?" Ability to

Commute:

Sarasota, FL 34243 (Required) Ability to

Relocate:

Sarasota, FL 34243: Relocate before starting work (Required)

Work Location:

In person