Director of Guest Experience

Greater Cleveland Aquarium

Job Type: Full Time Salary Exempt with benefits package. Salary is commensurate to experience and qualifications.

To Apply: The Greater Cleveland Aquarium is an equal opportunity employer. To be considered for this position, please submit resume and cover letter to Stephanie White, General Manager, at 

Location: Cleveland, Ohio

Reports to: General Manager

General Summary of Job Duties:

The Director of Guest Experience at the Greater Cleveland Aquarium is responsible for the daily oversight of visitor-facing operations, ensuring the highest standards of customer service. Closely collaborating cross-departmentally to ensure an enjoyable experience for all guests while maximizing the sales potential.

Principle Responsibilities and Duties:

• Ensure a high quality of service and a high level of guest satisfaction through oversight of all aspects of the guest experience.

• Oversee ticket and membership sales in-person and online.

• Maintain an efficient and secure system for the point-of-sale including cash drawers, vaults and credit card services. Fulfill all financial reconciliations.

• Lead guest experience team by example to ensure a positive Aquarium experience that encourages repeat visitation.

• Oversee responsibilities and workflow of the Guest Experience Associates.

• Participate in the hiring, training, supervision and retention of Guest Experience Associates.

• Supervise the Office Assistants and oversee the operation of the reception desk.

• Ensure that guest’s needs, inquires or incidents are addressed appropriately in a timely manner and handle difficult guest issues.

• Create staffing schedules with appropriate coverage for daily hours and events.

• Develop a high proficiency and robust knowledge of the reservation software, serving as a system administrator.

• Maintain the reservation software for point-of-sale, back office, e-commerce and reporting database for daily tickets, memberships, programs and events.

• Maintain point-of-sale hardware, troubleshooting with IT to correct errors.

• Develop relationships with guests and members, attracting new, retaining current and re-engaging with lapsed.

• Collaborate with Marketing for membership sales strategies, communications (collateral and emails), benefits and engagement.

• Assist with the logistics of member events, special events and programs.

• Collaborate with Education and Interpretation to ensure information about the Aquarium, exhibits, and programs is shared effectively with guests.

• Work with Operations to facilitate crowd control during busy hours and to ensure safety, cleanliness and accessibility of public areas.

• Track, analyze and report visitor data on a monthly basis.

• Identify and measure key performance indicators to drive guest satisfaction.

• Assist with planning and reviewing annual admission and membership revenue.

• Develop annual departmental budget.

• Continually improve the guest experience by evaluating and effectively enhancing guest service systems and procedures.

Job Experience and Education:

• Minimum of 5 years of experience in customer service and operations, preferably in an attraction setting

• Minimum of 3-5 years of experience in management capacity

• Bachelor’s degree (BA/BS) in hospitality, business, travel and tourism, arts and culture, or closely related field

Skills and Other Requirements:

• Ability to work a flexible schedule, including weekends, evenings, holidays and in critical situations as required

• Strong knowledge of visitor service principles, practices, procedures and attraction audiences

• Exceptional customer service skills

• Effective oral and written communication skills with the ability to relate to diverse audience (age, abilities, culture, etc.)

• Excellent organizational abilities, analytical skills and attention to details

• Ability to deal with a wide variety of situations and maintain poise under pressure

• Excellent judgment and discretion in handling confidential and sensitive situations and matters

• Excellent interpersonal and management skills, combined with a team player approach including a demonstrated ability to collaborate

• Proficiency in computers, data management and point-of-sale systems

• Proficiency with MS Office (Outlook, Word, Excel, Teams)

• Experience with electronic devices including: credit card pin pads, printers and telephone systems

• Experience in web-based applications

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