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Audubon Nature Institute

Guest Engagement Supervisor

Guest Engagement Supervisor
Full Time Regular
Zoo, New Orleans, LA, US
Requisition ID: 1752

Position Title:    Guest Engagement Supervisor

Department:    Education & Volunteer Resources

Reports To:    Zoo Education Manager

Location:    Aquarium


General Summary: 

An integral member of the Education & Volunteer Resources team, the Guest Engagement Supervisor (“Supervisor”) is responsible for the implementation and daily supervision of Audubon Aquarium of the America’s interpretive experiences – both in-person and virtual. These experiences include volunteer run interpretive stations, exhibit interpretation, the development and delivery of Aquarium After Hours programming, virtual outreach for libraries and hospitals, and virtual premium experiences.  The Supervisor is responsible for the animal welfare of all animal ambassadors used in the Aquarium’s guest engagement programming. This position will work closely with the husbandry team to assure the best practices in animal ambassador handling and training are maintained by all who facilitate animal encounters.  


The main responsibilities of this position are scheduling, training, and supervision of Guest Engagement educators, interns, and volunteers; managing and implementing on-site engagements, assuring guest and animal safety procedures are followed; overseeing Ambassador animal handling and presentations; working cooperatively with animal care/husbandry staff to maximize the guest experience; and evaluating Guest Engagement staff, interns, volunteers, and programming. 


As a leader on the EVR team, the Supervisor participates in strategic and financial planning, effective resource management, proactive communication both internally and externally, and promotes appropriate professional development opportunities for the entire team.  


As a member of the EVR Department, this position will participate in and support a variety of educational and volunteer programming as necessary. The Supervisor will support the needs of Audubon Nature Institute and its various facilities as required.




To deliver on the Audubon mission, the Guest Engagement Supervisor will: 


Provide a guest experience of outstanding quality by… 



•    Supervising, scheduling, training, and evaluating Guest Engagement educators, interns, and volunteers at Audubon Aquarium 

•    Recruiting, interviewing, and hiring seasonal and on-call staff 

•    Working with Education & Volunteer Resources Department leadership to develop a comprehensive evaluation plan for all programs 

•    Developing and implementing multi-faceted training and support resources for guest engagement staff, interns, and volunteers

•    Working directly and cooperatively with husbandry team in all aspects of animal ambassador collection planning, animal care and animal handling training and protocols 

•    Providing reliable and timely record keeping and evaluations of volunteers and assist with accurate reports 

•    Communicating issues or concerns to the Education & Volunteer Department leadership in a timely manner 

•    Preparing for all programs by training staff and volunteers, maintaining inventory of supplies, and securing all physical space, as needed 

•    Conducting analysis of programming and the changing needs of audiences to update programs as needed

•    Serving as a model for professional behavior, display courtesy, tact, discretion, good judgement, consideration, and respect 



Weave quality entertainment through the guest experience by…



•    Developing and implementing high quality and engaging programs for all guests at Audubon Aquarium

•    Supporting all staff and volunteers in proper animal handling practices and adherence to guidelines 

•    Following animal safety protocols, confidently handling, interpreting, and training with ambassador animals 

•    Developing evaluation tools for programs to reflect visitor interest and satisfaction and to identifying future areas of growth 

•    Assisting in training and evaluation methods to maintain and continue to improve the guest engagement volunteer placements and the guest experience 

•    Demonstrating a positive attitude and enthusiasm for collaboration 

•    Actively seeking out and participating in professional development opportunities as approved by supervisor 

•    Assisting in general education department and additional guest programming needs as necessary 



Operate a financially self-sufficient collection of museums and parks by…



•    Effectively utilizing resources for strategic and financial efficiency and sustainability 

•    Supporting departmental grant funded programming by maintaining careful record keeping, providing clear and timely communications, and effective action planning for grant deliverables. 


Educate our diverse audience about the natural world by…



•    Actively seeking local partnerships to develop, evaluate, and promote meaningful guest engagement programming and interpretation 

•    Actively collaborating with the education department team to design and implement guest engagement programs and presentations directly related to our collection and conservation messages 

•    Actively seeking up-to-date information in informal educational methodologies and informal education trends 


The above listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis. They do not exclude other duties as assigned. 






To deliver on the Audubon service promise, the Guest Engagement Supervisor will: 




•    Make eye contact with every customer encounter, smile at every person, offer friendly phrases and greetings. 

•    Wear identification badge. 

•    Walk individuals to their destination instead of pointing; aid people who look confused. 

•    Assume ownership of potential safety hazards (wipe-up spills, pick up trash).  Always have the camera-ready look. 




•    Maintain a positive attitude, pleasant tone of voice (remember it is not what you say, but how you say it). 

•    Coach coworkers on service expectations. 

•    Utilize the power of teamwork to give excellent service. 

•    Know when to involve management. 




•    Know the answers to questions or seek out the answers. 

•    Utilize proper phone etiquette (answer phone within three rings, smile before answering call, ask for permission and wait for response before placing caller on hold). 

•    Ensure work area is free of food, drink, socialization, and personal business. 

•    Follow Dress Code Policy on clothing and grooming. 

•    Keep unpleasant concerns behind closed doors (vent backstage). 




Supervision: Supervises Guest Engagement Educators, Interns, and Volunteers



•    3+ years working in an informal learning environment (preferably a zoo or aquarium) and demonstrated experience working in animal presentations and naturalist chats 

•    Demonstrated computer literacy and working knowledge of technology 

•    Demonstrated ability to relate and communicate effectively with youth and adults from diverse backgrounds 

•    Demonstrated ability to read, interpret, and communicate documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Proven ability to speak effectively before groups of guests and employees. 

•    Experience handling animals or ability to learn to handle animals including raptors, reptiles, aquatics, and invertebrates (all classes) 

•    Demonstrate ability to develop partnerships and good working relations with others 

•    Demonstrate knowledge of wildlife conservation and environmental issues 

•    Demonstrate awareness and understanding of customer service and service recovery 

•    Experience in animal training and enrichment strongly desired 



Education: Bachelor’s degree required in Education, Biology, Zoology, Communications, Ecology, Environmental Education, or a related field, and/or equivalent work experience. 


Licensure/Certification: n/a  



Physical Requirements: 

•    Sitting or standing, bending, stooping, and the ability to carry items weighing up to 25 pounds 

•    Ability to pass annual TB tests 

•    Ability to perceive visual, odor, or behavioral changes in animals to determine changes in animals’ stress level or general wellbeing. Must have excellent peripheral vision, depth perception, and quick motor response for animal and audience control during presentations 

•    Must be able to reach above shoulder level, stoop and squat to retrieve kennels and animals, which also may require stepping on stools.  Must be able to lift and carry up to 30 pounds 

•    Must be able to stand or walk for up to 2/3 of the day 

•    Constant adequate range of motion and mobility required 

•    Ability to speak loudly to crowds in a variety of situations included moderate to loud crowds 

•    Typical ability to collect and analyze numerical and written data and verbal information to reach logical conclusions and ability to determine the time, place and sequence of operations or actions required 

•    Regular talking and the ability to express and exchange ideas by means of language expected 


Environmental/Working Conditions: 

•    Working long hours between breaks or meals required 

•    Ability to work under and handle stress in an appropriate manner required 

•    May be exposed to high, medium, or low noise intensity 

•    Constant contact with co-workers required 

•    Works effectively in a moderately noisy office 

•    Affinity for animals required 

•    Exposure to fluctuations in temperatures is required 

•    Exposure to extreme heat and outdoor conditions is required 

•    Must be able to work holidays, weekend and occasional after hour events 


Other abilities, skills, knowledge: 


•    Must be goal-oriented and self-motivated 

•    Must have willingness and ability to take initiative 

•    Must be able to manage multiple priorities and deadlines for a wide range of projects 

•    Must have exemplary written communications skills 

•    Must have exemplary presentation and oral communication skills 

•    Must have willingness to promote and practice Stand Out Service 

•    Must work effectively in a team environment 

•    Must have excellent interpersonal skills with ability to interact with all levels of staff, donors, visitors, and educators 


How to Apply

Audubon Nature Institute
6500 Magazine street
New Orleans, LA 70130

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