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Tennessee Aquarium

Vice President of Guest Experience

At the Tennessee Aquarium, located in downtown Chattanooga, Tennessee, we connect people with nature and empower them to make informed decisions about water and wildlife through our world-class exhibits and passionate, knowledgeable team members. We provide a collaborative culture and promote an inclusive environment that values and supports diversity and equality among staff, volunteers, and all our guests.

The Vice President of Guest Experience is responsible for facilitating excellent guest experiences throughout the Tennessee Aquarium campus. This individual will oversee and ensure seamless day-to-day operations, safety, and overall guest satisfaction within our fast-paced, fun, and engaging nonprofit organization seven days a week.

As a member of the executive leadership team, the Vice President of Guest Experience will be an excellent verbal and written communicator with broad experience in hospitality, leadership, hiring exceptional talent, staff retention, coaching, professional development, and executing internal hospitality training. This individual will be an inclusive, fair, and consistent leader and role model who displays a calm, compassionate demeanor while working with staff, on and off the floor. This individual will also be able to effectively deescalate and resolve issues among guests and/or staff.

The Vice President of Guest Experience will have a hospitality mindset with the ability to create a shared vision, inspire new ideas, and drive change. This individual will collaborate with other departments to facilitate engagement and provide mission driven programs and guest experiences that are unique, educational, and entertaining. Guest and member surveys will be gathered by the guest experience team to gain valuable insight on guest expectations to ensure the Tennessee Aquarium maintains its excellent ratings in visitor satisfaction.

The Vice President of Guest Experience will drive the guest engagement strategy and will be accountable for the implementation and budgeting of all projects, processes, point of sale equipment, and software for the Visitors Service and Admission departments.

Key Responsibilities
•Develop and drive a passionate, guest-focused visitor experiences team, through collaboration with other departments to meet our mission and exceed guest expectations.
•Achieve success by creating action plans, leading and developing teams, providing professional development, empowerment, and innovation.
•Assess staff competencies and make staffing adjustments, when needed.
•Implement and routinely monitor departmental budgets, labor forecasting, engagement surveys, attendance projections, and staff professional development.
•Demonstrate a calm demeanor, be responsive and adaptable to fluid situations.
•Ensure that teams reflect and maintain the Aquarium's core values and are supported with resources necessary for professional growth.
•Participate and implement initiatives to achieve business goals and mission-aligned strategic plans while recognizing and embracing the value of diversity to the organization and foster a diverse and inclusive work environment.

Key Requirements
•Minimum of 7 years of proven experience and expertise in customer/guest service, a hospitality-related field, or informal education.
•Proven experience and expertise in successfully leading and managing multi-functional, diverse teams.
•Proven communication and leadership skills.
•Bachelor's degree in hospitality, business administration, recreation management, education, or a related field preferred
•Bilingual (English/Spanish) speaking and writing skills are a plus
•Schedule flexibility, working weekends, and holidays, especially during high visitation periods required.
•Must have a valid driver's license.

Benefits
The Tennessee Aquarium offers a competitive employee benefits package that includes medical, dental, and vision coverages; holiday, vacation, sick, bereavement, jury, and military leave; identity theft protection; basic life, AD&D, short-term and long-term disability insurance; and a 403(b) retirement plan with employer contributions.

Full time; Exempt position. Please submit a resume and cover letter with application.

The Tennessee Aquarium is an equal opportunity employer committed to promoting an inclusive environment that values and supports diversity and equality among staff, volunteers, and all its audiences.

Experience Required

7 Years

How to Apply

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://www.applicantpro.com/j/2174935-162629

Tennessee Aquarium
Chattanooga, TN

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