Department: Building & Grounds
Title: Frontline Guest Experience Coordinator
Location: New York Aquarium (Brooklyn)
Employment Type: Temporary/Seasonal
Status: Non-Exempt
Grade Level: Hourly
Pay Rate: $23/hour
Reports To: Facilities Management/Building & Grounds Supervisor
Schedule: Wednesday-Sunday, including Holidays
Hours: 10am-6pm
Position Summary:
The Frontline Guest Experience Coordinator supports daily guest operations across the New York Aquarium by maintaining a strong on-floor presence in high-traffic public areas. This position helps ensure a safe, welcoming, and organized guest experience through active wayfinding, guest flow support, operational awareness, and communication with frontline teams.
The ideal candidate is observant, approachable, calm under pressure, and comfortable working in a fast-paced public environment while remaining highly visible and engaged throughout the day.
Key Responsibilities:- Maintain an active presence throughout public areas to support guest experience, wayfinding, and crowd flow.
- Monitor congestion points, exhibit circulation, and operational conditions during peak attendance periods.
- Support guest movement and line organization around major attractions and Aquatheater operations.
- Identify and communicate guest-facing operational issues including cleanliness concerns, blocked pathways, signage issues, and presentation needs.
- Coordinate with Building & Grounds, Security, Admissions, and seasonal staff to support smooth daily operations.
- Assist during attendance surges, weather impacts, special events, and guest incidents as needed.
- Provide frontline observations and operational feedback to management to support continuous improvement.
Internal Qualification RequirementsStrong guest-service and communication skills.
Prior work experience in in-person customer service and/or guest experience roles required.
Ability to remain calm, professional, and approachable in high-volume public environments.
Strong situational awareness and ability to recognize operational issues in real time.
Reliable, organized, and comfortable working across departments.
Ability to stand and walk for extended periods in varying weather conditions.
Availability to work weekends, holidays, and peak seasonal periods.
EOE/ AA/M/F/Vets/Disabled
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