Job Description

 

At a glance:The Seattle Aquarium is looking for a Guest Services Director to join their team in beautiful Seattle, WA! In this exciting role, you will have the chance to make waves on-site, while also enjoying some hybrid flexibility. Plus, they have got a few weekends and evenings in store for you. The Aquarium is gearing up for a new adventure with the upcoming Ocean Pavilion, set to make a splash in the summer of 2024! In this role, you will have the ultimate opportunity to lead an incredible team that lives and breathes the mission of thoughtfully bringing the ocean to life for the public with experiences that inspire awe, empathy, and conservation action. But that's not all! You will also have the chance to assemble a brand-new dream team to rock the department! If you are looking to create a shared vision, inspire new ideas and drive change, this unforgettable journey is for you!

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Description: What you'll be doing:Another Source’s client, the Seattle Aquarium, is recruiting a Guest Services Director to join their team in Seattle, WA. This role will primarily work onsite with some hybrid flexibility and will require some weekend and evening availability.

This is a new position at the Aquarium in anticipation of increased attendance with the addition of the Ocean Pavilion, projected to open in the summer of 2024! You will get to lead a strong team that is passionate about the mission and build a new team to join the department.

The Seattle Aquarium Society is a nonprofit organization operating the Seattle Aquarium (the Aquarium) on Seattle’s waterfront. The Aquarium works among global leaders to advance animal well-being, marine and ecosystem science, public policy, field conservation, and education that benefits our one oce an. We thoughtfully bring the ocean to life for the public with experiences that inspire awe, empathy, and conservation action. Our work is integral to a healthy future for marine life, people, and the planet.

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About the Role*
The Director of Guest Experience is responsible for facilitating excellent guest experiences throughout the Seattle Aquarium campus. This individual will oversee and ensure seamless day-to-day operations and overall guest satisfaction in a fast-paced, fun, and engaging nonprofit organization that operates seven days a week. This individual has a hospitality mindset and can create a shared vision, inspire new ideas and drive change. The Director of Guest Experience will collaborate with other departments to facilitate engagement and provide unique guest experiences while maintaining the Seattle Aquarium’s high ratings in visitor satisfaction.

The Director of Guest Experience will play a critical role in ensuring the Seattle Aquarium is welcoming to all communities with a focus on those who have not traditionally felt a part of the aquarium community. All positions at the Aquarium support our SALISH Values (Sustainable, Awe-Inspiring, Learning and Improving, Inclusive Community, Scientific Integrity, Honoring Place). As a part of our values, the Aquarium is committed to creating a diverse, equitable and inclusive organization that reflects our community. We recently adopted a new DEI strategic plan https://www.seattleaquarium.org/what-we-stand-for and Regenerative Plan https://www.seattleaquarium.org/sustainability.

This position supervises the Managers of the Guest Services, Membership and Events departments as well as relationships with the Aquarium’s concession partners that are all part of the guest experience. The position also leads the Guest Experience Committee which is a cross-departmental team that meets monthly to review opportunities to improve the guest experience.

The anticipated hiring range for this role is: $110K-$120K per year

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Essential *Functions:

• Serve as the key leader responsible for ensuring that any guest who interacts with the Aquarium has an outstanding experience. Ensure a customer-focused institution dedicated to delighting its guests.
• Achieve the guest experience philosophy and strategy through training and direct supervision as well as indirect influencing of and coordination with other departments having a material impact on the guest experience. Lead the evolution of the events team to ensure first class execution of both internal and 3rd party events.
• Plan and develop member programs to accompany the Aquarium expansion and an anticipated increase in member households.
• Implement and monitor department budgets, labor forecasting, engagement surveys and attendance projections.

• Develop relationships with guest relations leaders in the community, AZA accredited institutions and other relevant organizations.
• Work with the Information Technology department to ensure that all department systems, including the Aquarium’s admission system, operate in a coordinated and efficient manner. Seek new technology improvements that can potentially improve the guest experience.
• Provide guidance, communication, and direction to department managers, including setting performance standards and monitoring performance.
• The position requires schedule flexibility, especially on weekends, holidays, and during high visitation periods.
• Participate in advancing and integrating into their work Diversity, Equity, Inclusion and Regenerative practices in alignment with our S.A.L.I.S.H. Values.

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What we would like to see from you:*

• 6 plus years of experience and expertise in community engagement, event management, hospitality related field, or informal education.
• Proven experience managing and leading multi-functional, diverse teams.
• English verbal and written proficiency is required for this job but preference will be given to native and fluent speakers of a second language.

• Strong verbal and written communication and interpersonal skills with a demonstrated ability to work with staff at all levels.
• Proven organizational and problem resolution skills as well as the ability to prioritize your own work as well as the work of others with minimal direction.
• Experience and proficiency with MS Outlook (email and calendar management), Word, PowerPoint, and Excel in order to prepare high-quality reports, presentations or other documents.
• Demonstrated ability to work effectively in a collaborative team environment.
• Detail oriented and proactive to anticipate department needs.

• Initiative, good judgment, discretion, and decision-making ability to achieve organizational objectives.
• Demonstrates an understanding of the Aquarium’s Mission and Values, including Regenerative and Equity work.

Another Source works with their clients, on a retained project basis. We are committed to building inclusive candidate pools as we partner with hiring teams. Veterans, women, people of color, LGBTQIA+, and people with disabilities are encouraged to apply. As you read through the job posting and review the list of qualifications (required and/or preferred), please do not self-select out if you feel you do not meet every qualification. No one is 100% qualified. We encourage you to apply and share your story with us.

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Pay: $110,000.00 - $120,000.00 per year

Work Location: In person

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