Job Opportunity: Guest Experience Lead @CLEAquarium

Posted by Greater Cleveland Aquarium ; Posted on 
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Job Opportunity: Guest Experience Lead @CLEAquarium




Job Title: Guest Experience Lead (Full-time)

Department: Guest Experience

Reports to: Director of Guest Experience

General Summary of Qualities:

The Guest Experience Lead is responsible for the day-to-day logistics for ticketing and operations for the Guest Experience Associate team, ensuring that they have the training and resources they need to provide guests with a fun and educational experience at Greater Cleveland Aquarium.


•Maintain a high quality of guest service according to Jacobs Entertainment, Inc. mission statement and F.A.S.T. Track Values Statement.

•Ensure that the Guest Experience Associate team follows overall operational procedures to meet the needs of all guests during their visit. Procedures include but are not limited to ticketing revenue, guest access, guest flow, interpretation and informal education.

•Maintain a full team of part-time Guest Experience Associates to facilitate operations and events. With the Director of Guest Experience, hire and train Guest Experience Associates to maintain the highest standards of guest service.

•Provide, coordinate, schedule and track on-going training and work direction for Guest Experience Associates. Offer guidance and coaching for staff as needed.

•Assist with creating a bi-weekly shift schedule. Track employee attendance and punctuality.

•Organize and update daily Guest Experience Associates assignments, ensuring all operational needs of the day are covered by appropriately trained staff.

•Process transactions for the sales of admissions, memberships, programs and gift cards while practicing proper cash handling procedures.

•Count, verify and document revenue. Compare system totals with revenue in cash drawers to verify balances and complete daily deposits.

•Complete vault audits and change order requests.

•Supervise and implement guest facing interpretive programming and experiences.

•Coordinate with other departments to enhance the guest experience.

•Keep up to date on all Aquarium offerings and promotions and ensure that there is consistency for e-commerce options.

•Assist with guest care, including but not limited t0 first aid, emergency evacuations and lost and found.

•Ensure the safety, cleanliness and organization of all work and break areas and replenish supplies.

•Maintain constant interaction with our guests to ensure an excellent visitor experience, while assisting to resolve any service issues.

•Keep Director of Guest Experience informed of essential issues and offer solutions.

•Collaborate with Directors to adjust operational processes based on guest and facility needs.

•Ability to accept performance feedback in a professional manner.

•Regular attendance to all scheduled shifts is considered an essential function of the job.

•Other duties as assigned by the Director of Guest Experience.

To Apply:

The Aquarium is an EOE. To be considered for this position, please submit resume and cover letter to


Please provide salary range, if applicable: $12 - 15/hr