#123367 Guest Services Manager

DESCRIPTION

DEPARTMENT OVERVIEW:

Birch Aquarium at Scripps is the non-profit public exploration center for world-renowned Scripps Institution of Oceanography at UC San Diego. Perched on a bluff overlooking the Pacific Ocean, the aquarium features more than 60 habitats of fish and invertebrates from the cold waters of the Pacific Northwest to the tropical waters of Mexico and beyond. An interactive museum showcases research discoveries by Scripps scientists on climate, earth and ocean science and features five-dozen interactive elements. Birch Aquarium has an annual attendance of more than 460,000. The aquarium is the largest provider of K-12 ocean science education in San Diego County, reaching more than 55,000 school children each year through its on- and off-site programs.

At the Birch Aquarium at Scripps, we connect understanding to protecting our ocean planet. As the public outreach center for Scripps Institution of Oceanography, UC San Diego, we share the spirit of curiosity that drives Scripps’ global research to understand our planet. We engage people in science and invite them to ask questions, explore, and observe to better understand how our world works - Earth, ocean, atmosphere, and life - and our unique role in our global ecosystem. We use science to guide conservation action to support a healthy thriving planet where we feel hope for the future and empowered to make positive change. We connect people with each other, with nature, with science, and with a shared sense of purpose to care for our amazing one-and-only planet Earth.

• Job Location: Birch Aquarium is located at 2300 Expedition Way, La Jolla, CA 92037
• Our values can be found here: https://aquarium.ucsd.edu/about/mission

POSTING DESCRIPTION:

Leads the Aquarium's Guest Operations focus within Guest Services (GS), supports the Membership Programs (MP) focus within Guest Services, and takes on additional duties as assigned by the Director of Guest Services. Provides leadership for daily operational needs and gives work direction to the Assistant GS Managers. Serves as a role model & resource for all members of the Guest Services unit.

As manager of Guest Services, they will work to advance team functions including greeting guests, proactive guest service & guest recovery, inspecting guest accessible areas, answering phones & responding to aquarium emails, selling admission tickets/memberships/premium experiences, managing reservations & deliveries, and providing support to membership program initiatives.

The Guest Services Manager supports the Director of Guest Services with managing the overall guest experience, sales, budget, staff hiring/training & performance, first aid/emergency response, security liaison, guest parking, and supporting after-hours events. They will help oversee the cash management of Aquarium admission and membership revenues. They will work with the Membership Programs Manager and the Database Coordinator to develop, monitor and adjust the ticket and reservation system's administrative functions. This position assists theDirector of Guest Services with representing the unit on interdepartmental committees focused on strategic initiatives and crafting Birch Aquarium policies, procedures, and best practices

• Must be able to work weekends, holidays, and evening hours, according to department program objectives at the discretion of the supervisor.

QUALIFICATIONS

• Demonstrated ability to work independently and respond to complaints, comments, facility problems, medical or other emergencies, always acting in accordance with policies.
• Strong skills in short-term planning, analysis, problem-solving, and customer service.
• Proven understanding and experience with point-of-sale systems, revenue management (i.e. cash checks, credit cards), and demonstrated ability to apply security controls and database management.
• Thorough knowledge of University rules and regulations, processes, protocols and procedures for budget, accounting and fund management, and / or personnel management.
• Knowledge of a variety of administrative operational activities such as event planning, basic fundraising processes, risk management planning, website design, accounting and payroll, and contracts and grants regulations and guidelines.
• Solid knowledge of common University-specific computer application programs.
• Interpersonal skills including verbal and written communication, active listening, critical thinking, persuasiveness, advising and counseling skills.
• Three (3) years of leadership experience in a frontline visitor orientated department or attraction in an aquarium, zoo, museum, hospitality or other related field.
• Proven ability to extract and compile statistical data from existing databases, survey results and sales records.
• Thorough knowledge of financial analysis and reporting techniques, and / or human resources policies and procedures for staff and academic employees.
• Ability to use discretion and maintain confidentiality.

SPECIAL CONDITIONS

• Job offer is contingent upon satisfactory clearance based on Background Check results.
• Duties may require direct contact with children (defined as individuals under the age of 18); completion of the Child Abuse and Neglect Reporting Act (CANRA) training will be required. Must meet CANRA compliance requirements per California Child Abuse and Neglect Reporting Act ("CANRA," Penal Code sections 11164-11174.4).

Job offer is contingent on successful engagement in the UC COVID-19 Vaccination program (fully vaccinated with documented proof or approved exception/deferral).

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity or sexual orientation. For the complete University of California nondiscrimination and affirmative action policy see: http://www-hr.ucsd.edu/saa/nondiscr.html

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.