Job Title: Guest Experiences Manager
Location: Ellesmere Port
Salary: Up to £22,000.00 per annum
Job Type: Permanent, Full time
We are looking for a Guest Experiences Manager to join our team at Blue Planet Aquarium, Ellesmere Port.
Join the team at the Blue Planet Aquarium where we offer visitors a chance to experience a huge collection of fish, including one of Europe’s largest collection of sharks in a huge 3.8 million litre tank with one of the longest underwater viewing tunnels in the world!
The Role:
Be responsible for the day-to-day operations of the Guest Experiences Department, leading and motivating the team by anticipating customer needs, being engaging and creating memorable guest experiences. To develop and deliver an ever-changing programme of talks and events, exceeding guest expectations
Key duties:
- Work in close collaboration with the Marketing Executive and Curator to create a constantly changing programme of events, activities and packages for Blue Planet Aquarium guests, educational groups, birthday parties and members
- Keep abreast of technology and new trends within the visitor attraction business with a view to introducing new ways to engage the customer
- Act as a role model for all customer-facing staff and volunteers and set an example for good customer service, engagement, and health & safety practices.
- Be responsible for the day to day operations of the guest experiences section of Blue Planet Aquarium and to ensure the smooth running of the attraction where at all possible.
- Handle customer complaints, provide appropriate solutions and alternatives
- Prepare and develop annual budget proposals
- Prudently manage the attractions resources within budget guidelines
- Produce activity reports, monthly/weekly reports that determine progress and status in attaining objectives
- Ensure safety and security of the business assets including cash
- Provide leadership by communicating well, maintaining good business relationships and representing the attraction in a positive light
About You
Essential:
- Proven experience as a Guest Relations or similar role
- Experience working in a customer service environment
- Experience of leading & managing a team
- Positive attitude to the zoo and aquarium trade and animals being in captivity
- Ability to competently operate Microsoft Office software to include Word, Excel and Outlook
- Competent in handling numerical and financial information
- Passionate about delivering and cultivating excellent customer service throughout the organisation.
- Excellent interpersonal and verbal communications skills.
- Good written communication skills including report and procedure writing
- Ability to keep calm and manage a crisis situation
- Able to mediate situations and resolve customer issues with tact and diplomacy.
- Ability to work well with department heads
- Knowledge of health and safety and ability to prepare and follow risk assessments
- Confident in customer facing role both on the phone and in person
- Customer conflict management skills
- Able to think flexibly, creatively and positively regarding duties and responsibilities
- Till operation and cash handling experience
- Interest in animals and undersea creatures
Desirable:
- Management: 2 years
- Customer Service: 2 years
- Driving licence
- First Aid Certification
- Any relevant Health and safety certification such as IOSH, Fire Warden, Working at height
Please click the APPLY button to send your CV and covering letter for this role.
Candidates with the relevant experience or job titles of; Guest Services Supervisor, Customer Service Manager, Customer Services Coordinator, Senior Customer Service Advisor, Client Services Executive, Hospitality, Retail Manager, Shop Assistant, Retail Store Supervisor, Front of House Manager, Receptionist, Customer Support Assistant, Customer Service Administrator, Visitor Services Manager may also be considered for this role.
