Director of Guest Experience




Organization: Shedd Aquarium (AZA Member)
Location: Chicago, IL, Country
Job or Internship: Job

SUMMARY:

This is a highly responsible administrative exempt-level position. This position embraces Shedd’s mission and four fundamentals to lead 150-person experience, sales, and call center team to run 363-day guest contact operations. The Director of Guest Experience embraces and models outstanding customer service, conducts efficient business operations, and develops high employee morale. S/he develops, implements, and tracks strategies / loyalty programs/pricing structures to increase guest service related-revenue. This position acts as a change agent, serves as Shedd liaison with key partners including Ticketmaster, City Pass and other revenue generating partners, and creates and manages an operational budget. The Director of Guest Experience leads departmental strategic planning and serves as a key member of management in institutional strategy, operations and decision-making to assist the function of the Guest Experience department at Shedd Aquarium. This position requires the ability to work weekends and holidays.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•Demonstrate commitment to Shedd’s vision, mission and values.

Management Responsibilities

•Act as role model and change agent for all guest experience and sales staff.

•Ensure outstanding customer service and floor operations.

•Champion “proactive four fundamentals” philosophy

1. Make a first great impression

2. Engage Each Guest

3. Be the Solution

4. Show pride in Shedd

to provide memorable guest service.

•Lead all guest experience and sales management and staff.

•This includes hiring, discipline and termination, management team development, customer service standards and training (including cash handling/accounting/loss prevention), counseling, appraisal, recognition and recommending salary, promotional, disciplinary and other personnel action in compliance with state and federal laws.

•Support Shedd’s mission and five fundamentals in recruitment, training and counseling.

•Analyze, identify, and monitor sales trends, ticket trends, and labor costs/productivity.

•Develop and adhere to budget/accounting practices as it relates to payroll and expenses.

•Act as liaison between Ticketmaster, City Pass and the Aquarium as relates to staff training, ticket verification reporting, assist with contract negotiation and updating of pricing, special events and early closings.

•Collaborate with marketing team and membership to create annual sales plan include pricing, tour pricing and discounts.

•Integrate sales plans into institutional marketing plans.

•Respond immediately to customer complaints and concerns; use judgment to resolve complaints to guest satisfaction.

Non-Management Responsibilities

•Provide senior management with sales reports.

•Advise senior management on logistical and operational issues and new opportunities surrounding ticketing and guest experience.

•Participate in institutional strategic planning. Serve on aquarium teams, including customer service and management council.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: College Degree preferred.

Experience:

•Minimum of 7-10 years’ experience in a customer service/sales management position.

•Experience managing team of 100+ people; including management and supervisors.

•Experience with cash handling, tracking, loss prevention, accounting systems for generated revenue.

•Experience with complex ticketing systems (i.e. Ticketmaster and/or Vista) preferred.

LANGUAGE SKILLS:

•Ability to read, write, speak and comprehend English fluently.

•Ability to read and comprehend complex instructions given from written and oral sources.

•Ability to write professional business correspondence.

Ability to effectively present information to and collaborate with all levels of employees.

•Ability to effectively communicate and collaborate with the general public.

•Ability to negotiate with those involved with Guest Experiences.

•Ability to administer appropriate customer service.

•Ability to utilize sales and organizational skills within the department and with the general public.

MATHEMATICAL SKILLS

•Ability to understand highly complex budgeting and mathematical relationships and formulas.

•Ability to understand and employ intermediate level accounting mathematics.

REASONING ABILITY

•Ability to work with little or no supervision.

•Ability to work within a team environment.

•Ability to use common sense techniques in solving problems.

•Ability to solve complex logical problems.

•Ability to use diplomacy and tact when dealing with problems.

•Ability to identify problems and determine the best course of action for their resolution.

•Ability to critically evaluate information for accuracy and usefulness in solving problems.

•Ability to deal with problems involving several concrete variables in a variety of situations.

•Ability to handle confidential and financial information.

•Ability to control a budget with tactfulness.

•Ability to be proactive with issues affecting the Guest Experience department.

COMPUTER SKILLS AND ABILITIES

•Knowledge of Word, and Excel computer programs required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•Lift up to 50 pounds

•Sit

•Stand

•Stoop

•Walk

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This person may be exposed to:

•Water

•Heat

•Cold

•Air particles (and other potential allergens)

•Low noise

•Moderate Noise

•Loud Noise

Interested applicants can apply online at http://www.candidatelink.com/sheddaquariumcareers