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Mystic Aquarium


Guest Services Assistant Director

JOB SUMMARY:  Provide each guest the opportunity to have a positive experience while visiting

Mystic Aquarium by leading the development and implementation of a guest-focused experience



Support Director of Guest Services by assisting with planning, development, and implementation of the Guest Services Department goals. Build on the quality of guest services to focus on Mystic Aquarium’s desired end: a stellar guest experience. Ensure sustained success for guest experience efforts by proactively seeking to create connections, interactions, and relationships with guests that cross all aspects of the organization. Develop and implement effective interpretive programs, training and scheduling of GS personnel.


MINIMUM JOB REQUIREMENTSMust be willing to consistently provide guest service above and beyond



Bachelor’s degree or minimum of 3 years’ experience in related management field.  Must have

demonstrated  supervisory experience. Adept at effective working relationships with volunteers, staff, and

public.  Able to work effectively both independently as well as part of a team, in a fast paced, high volume

visitor environment.  Organization and analytical abilities are important. Proven ability to motivate a team

to meet stated goals. Demonstrated skills in written and verbal communication. Must possess excellent

listening skills, excellent guest service and problem-solving ability. Ability to prioritize and organize work

assignments and to delegate work to staff as appropriate.  MS Office Suite proficiency required, familiarity with Tessitura CRM and ticketing software preferred.  Multilingual; Spanish speaking preferred.


Responsibilities & Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skill, and/or ability required. If requested, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


  • Support the Guest Services Director by leading and implementing the guest experience aspect of the Guest Services Department including guest service operations, interpretation and admissions.
  • Assist with directing and supervising the daily operation of the Guest Services Department
  •  Oversee interpretation staff (including docents) and provide them with appropriate  training and accurate resource materials needed to best perform their duties
  •  Evaluate and make appropriate recommendations for the improvement and

implementation of best guest experience practices

  • Assist with intake, orientation and onboarding of new staff and volunteers
  • Serve as guest experience liaison with all other Mystic Aquarium Departments to maximize guest experience opportunities
  • GS Director in design and implementation of all GS policies and procedures, including those related to traffic control, guest interaction, money management, ticket sales and cash controls.
  • Assist GS Director in oversight and troubleshooting of Tessitura CRM software, current reporting, data collection, and history files.
  • Help oversee front office reception and switchboard operations including personnel, procedures, scheduling and training.
  • Assist GS Director with developing and monitoring the GS department annual budget.
  • Cover and support any area of the department necessary to ensure quality service to all of our guests
  • Responds to guest concerns, comments, problems and issues as appropriate to maintain a high level of guest satisfaction.
  •  Maintain accurate, current and relevant training materials that include “Guest Experience” expectations training built on the base criteria that everyone owns the guest’s experience and must contribute to it. 
  • Help oversee and monitor GS staff to ensure they are well trained, knowledgeable and assertively friendly.
  • Support Guest Services Director in evaluating appropriate staffing requirements to maintain optimal guest experience within budget parameters
  • Order and maintain sufficient levels of Guest Services operations equipment, uniforms and supplies within budget parameters
  • Maintain expertise in all Aquarium emergency plans and procedures, ensure GS staff are trained and can respond appropriately



  • All employees are responsible for working in a safe manner at all times.
  • Every employee must properly use, and keep in good order, all personal protective equipment (PPE) supplied to them as protection from recognized hazards.
  • Every employee must report any unsafe condition
  • Every employee must have a working knowledge of all Facility wide, and Department specific, safety procedures that relate to their position, including, but not limited to:  Emergency Evacuation, Lockdown Procedure, and Fire Extinguisher Use.
  • Perform all other duties as assigned by supervisor
  • Sea Research Foundation, Inc. (dba Mystic Aquarium) is an Equal Opportunity/Affirmative Action Employer.  It is our policy to provide equal employment opportunities to all employees and applicants for employment without regard to sex, color, religion, national origin, age, disability, veteran status or sexual orientation. Women and underrepresented groups are encouraged to apply.

Experience Required

Bachelor Degree

How to Apply

Mystic Aquarium
55 Coogan Blvd
Mystic, CT 06355
Phone: 8605725955
Fax: 8605365650

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