Guest Experience Shift Leader

6 days ago

Auckland City, New Zealand SEA LIFE Full time

What you'll bring to the team:
**Guest Experience Shift Lead**

**SEA LIFE Kelly Tarlton’s Auckland**

Are you looking to take Guest Experience to new heights? How would you like to spend your day in one of Auckland’s most iconic tourist attractions?

We are currently looking to recruit a full-time **Guest Experience Shift Leader** to join our fantastic team at SEA LIFE Kelly Tarlton’s Auckland.

**About the Roles**

SEA LIFE **Guest Experience** Shift Lead is responsible for delivering memorable guest experiences through educational talks and exhibit interpretation. A SEA LIFE Guest Experience Shift Lead is also responsible for upholding our operating standards of safety, service, presentation, and efficiency, along with driving positive guest satisfaction survey results.

The shift lead is responsible for assisting the team as a part of the day-to-day Guest Experience operations of the attraction. The Shift Leads’ primary responsibility is serving as the Supervisor-on-Duty for the entire attraction. Responsibilities will include assuming the role of assigned hosts positions, where necessary. Shift Leads also have a day-to-day role in developing our front-line team members to deliver world-class customer service

**Scope and Responsibilities**:

- Provides outstanding guest service and creates memorable guest experiences.
- Uses interpretive techniques to educate guests of all ages, especially children, throughout the aquarium.
- Is expected to uphold high SEA LIFE operating standards of safety, service, presentation, and efficiency.
- Initiate and organize all SEA LIFE Guest Experience Host training in all primary guest experience focused areas within the attractions.
- Maintain adequate documentation and training records for SEA LIFE Guest Experience Hosts
- Will lead our premium tour program, Behind the Scenes Tours, by providing tours and auditing the performance of other tour guides.
- Ensures standard operating procedures are always adhered to and followed.
- Must be able to switch between daily tasks in a timely manner within a fast-paced daily schedule.
- Is expected to handle crowd control, guest questions, and guest recovery as well as other operation issues as they surface.
- Can learn and interpret the correct identification of marine animals and the ecology and conservation related to them.
- Is able to observe and report the conditions of all animals, including monitoring touch pool animals’ safety and wellbeing. Touch pool includes animals like anemones, sea stars, crayfish and eels.
- Comfortable with providing feedback to front line **Guest Experience** hosts during talk audits and informal coaching sessions.
- Can learn to identify and interpret biofacts/props to guests in the aquarium.
- Is comfortable speaking in public, both in a one-on-one setting and to large groups in a show setting.
- Can communicate any facility requirements, safety issues, or staffing issues to management.
- Can conduct breaks for fellow employees in a timely matter.
- Must work closely with other departments at SEA LIFE to create a positive work environment.
- May assist SEA LIFE Admissions staff when school groups, youth groups, or large parties arrive.
- Will participate in Duty Manager shift at SEA LIFE, including being responsible for guest and employee safety, guest issues and recovery, facilitating guest and building emergencies, opening and closing building procedures.
- May have additional tasks assigned on occasions.

**About You**
- Prior experience in an aquarium, zoo, museum, or informal learning setting preferred.
- Prior experience working with children preferred.
- Has a passion to educate guests about sea animals and ocean conservation.
- Has an understanding of the Zoo & Aquarium Association (ZAA)
- Must have flexible availability to work evenings, weekends, and holidays.
- Must be comfortable with public speaking.
- Must have excellent time keeping skills.
- Requires excellent skills in guest service and communication.
- Shows strong attention to detail.
- Is a team player and works well with fellow employees.

**Health and Safety**:
Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. Must ensure they follow safe working procedures for all work activities they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and cooperate with any investigation as appropriate in accordance with applicable laws.

Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate. SEA LIFE Exhibit interpreters are responsible for upholding SEA LIFE’s high safety standards and ensuring that safety policies are adhered to at all times by guests.

**Education**:
High School diploma required. Coursework in science or

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