Reporting to the Manager of Guest Experience and Community Outreach, this role is responsible for maintaining the highest standards of the visitor experience philosophy working with the Guest Experience Team; Associates, Supervisors, Coordinators and Managers, to deliver our brand promise to guests and colleagues. The Coordinator, Guest Experience & Membership, supports the administrative operations of the Guest Experience department, oversees membership services and administration, and acts as a liaison between front line and operational departments.
ACCOUNTABILITIES:
- Managing the system data and processes to ensure the accuracy and integrity of membership records, and ensure timely processing of new and renewed memberships
- Leading and implementing Membership Sales campaigns; working closely with multiple departments and internal stakeholders, creatively overcomes roadblocks and provides frontline support.
- Implementing membership sales initiatives including direct in-person sales and upgrading daily admissions ticket holders to members.
- Collaborating with other internal departments to create and develop activities and programs for members to enhance the overall membership experience.
- Ensuring simple and efficient processes are in place to sell & process memberships and redeem Gift of Membership Certificates.
- Providing the ultimate guest experience by assisting Aquarium guests at the Guest Services desk with lost and found requests, directions, services, show times and general Aquarium information.
- Promoting membership sales and training Guest Experience Associates & Supervisors on upsell techniques.
- Supporting Admissions and Guest Services with Membership problems or concerns in-person, over the phone or email.
- Assisting the Guest Experience team in busy times being on tills or at the express line/greet/plaza, in providing refunds and responsible for sound handling of cash based on established protocols.
- Finding creative ways to promote membership throughout the Aquarium.
- Engaging our current members: troubleshooting member requests and answering questions about membership
- Working closely with the Admissions team to ensure proper training on member programs is in place and being delivered daily.
- Maintaining regular communication to the Guest Experience team with regards to Membership and providing Membership training for new associates.
- Ordering supplies such as membership cards, forms, printer ink, certificates.
- Providing prompt responses to guest inquiries and requests via telephone and email.
- Assisting the daily operation at the Guest Services desk & Admissions as required
- Assisting Supervisors/Managers in handling customer service opportunities that arise in a diplomatic, mature, and calm manner; conducting opening and mid-day inspection rounds and follow up deficiencies with specific departments as needed.
- Partnering closely with Manager, Guest Experience & Community Outreach supporting new initiatives; developing our Membership program, researching other facilities/aquariums, and other special projects to improve our Membership experience.
- Assists with the opening and closing procedures for all Guest Experience areas.
- Acting as Duty Manager when required.
Consistently improves the Vancouver Aquarium and its processes by:
- Maintaining and supporting organizational safety standards, ensuring all Guest Experience Associates & Supervisors are well versed in protocol.
- Performing additional duties of similar nature or level as required.
QUALIFICATIONS
Education and Experience
- Post secondary degree or diploma in tourism, hospitality, business, retail, or related field.
- 1 to 3 years of related experience.
- 1 to 3 years of supervisory and cash handling experience.
- Understanding of retail business systems (POS) and process as it applies to a public facility.
Skills
- Strong diplomatic communication skills (both verbal and written).
- Enthusiastic, creative, flexible, and energetic with excellent customer service experience.
- Ability to work with a variety of demographics and personalities.
- Resourceful, and a problem-solver, skilled in meeting priorities and able to adapt to unexpected situations.
- Self-motivated and able to work well under minimal supervision.
- Familiarity with point of sales system and is an asset, currently using B.O.S.
- Excellent computer skills working with Microsoft Office: MS Word, MS Excel, MS PowerPoint and MS Outlook.
Working Conditions:
- The incumbent will work in a shared office environment.
- Job requires the ability to stand and walk for extended periods of time at Admissions or in public galleries.
- Occasionally dealing with difficult guests or situations.
- Flexibility and availability in schedule are required during the week, including evenings, weekends, and holidays.
- The job requires a high degree of interaction with others.
Pay Range: $20- $30 / hour
