Director of Guest Experience

Posted by Greater Cleveland Aquarium ; Posted on 
Director of Guest Experience





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


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

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