Job Description

Reporting to the Manager of Guest Experience and Community Outreach, this role is responsible for maintaining the highest standards of the visitor experience philosophy working with the Guest Experience Team; Associates, Supervisors, Coordinators and Managers, to deliver our brand promise to guests and colleagues. The Coordinator, Guest Experience & Membership, supports the administrative operations of the Guest Experience department, oversees membership services and administration, and acts as a liaison between front line and operational departments.

ACCOUNTABILITIES:

Managing the system data and processes to ensure the accuracy and integrity of membership records, and ensure timely processing of new and renewed memberships Leading and implementing Membership Sales campaigns; working closely with multiple departments and internal stakeholders, creatively overcomes roadblocks and provides frontline support. Implementing membership sales initiatives including direct in-person sales and upgrading daily admissions ticket holders to members. Collaborating with other internal departments to create and develop activities and programs for members to enhance the overall membership experience. Ensuring simple and efficient processes are in place to sell & process memberships and redeem Gift of Membership Certificates. Providing the ultimate guest experience by assisting Aquarium guests at the Guest Services desk with lost and found requests, directions, services, show times and general Aquarium information. Promoting membership sales and training Guest Experience Associates & Supervisors on upsell techniques. Supporting Admissions and Guest Services with Membership problems or concerns in-person, over the phone or email. Assisting the Guest Experience team in busy times being on tills or at the express line/greet/plaza, in providing refunds and responsible for sound handling of cash based on established protocols. Finding creative ways to promote membership throughout the Aquarium. Engaging our current members: troubleshooting member requests and answering questions about membership Working closely with the Admissions team to ensure proper training on member programs is in place and being delivered daily. Maintaining regular communication to the Guest Experience team with regards to Membership and providing Membership training for new associates. Ordering supplies such as membership cards, forms, printer ink, certificates. Providing prompt responses to guest inquiries and requests via telephone and email. Assisting the daily operation at the Guest Services desk & Admissions as required Assisting Supervisors/Managers in handling customer service opportunities that arise in a diplomatic, mature, and calm manner; conducting opening and mid-day inspection rounds and follow up deficiencies with specific departments as needed. Partnering closely with Manager, Guest Experience & Community Outreach supporting new initiatives; developing our Membership program, researching other facilities/aquariums, and other special projects to improve our Membership experience. Assists with the opening and closing procedures for all Guest Experience areas. Acting as Duty Manager when required.

Consistently improves the Vancouver Aquarium and its processes by:

Maintaining and supporting organizational safety standards, ensuring all Guest Experience Associates & Supervisors are well versed in protocol. Performing additional duties of similar nature or level as required.

QUALIFICATIONS

Education and Experience

Post secondary degree or diploma in tourism, hospitality, business, retail, or related field. 1 to 3 years of related experience. 1 to 3 years of supervisory and cash handling experience. Understanding of retail business systems (POS) and process as it applies to a public facility.

Skills

Strong diplomatic communication skills (both verbal and written). Enthusiastic, creative, flexible, and energetic with excellent customer service experience. Ability to work with a variety of demographics and personalities. Resourceful, and a problem-solver, skilled in meeting priorities and able to adapt to unexpected situations. Self-motivated and able to work well under minimal supervision. Familiarity with point of sales system and is an asset, currently using B.O.S. Excellent computer skills working with Microsoft Office: MS Word, MS Excel, MS PowerPoint and MS Outlook.

Working Conditions:

The incumbent will work in a shared office environment. Job requires the ability to stand and walk for extended periods of time at Admissions or in public galleries. Occasionally dealing with difficult guests or situations. Flexibility and availability in schedule are required during the week, including evenings, weekends, and holidays. The job requires a high degree of interaction with others.

Pay Range: $20- $30 / hour