Leadership & Administrative Responsibilities
● Supports overall departmental leadership, planning, and daily operational oversight of Guest Services
● Provides operational leadership coverage and continuity for the department when needed
● Directs and supports Team Leads and Associates to ensure consistent execution of guest service standards and operational expectations
● Leads recruitment, interviewing, onboarding, and training processes for Guest Services staff
● Coaches, develops, and supports Team Leads and Associates to strengthen performance, accountability, and advancement readiness
● Oversees employee performance tracking, attendance follow-up, and accountability documentation processes
● Supports staffing strategy, scheduling oversight, and labor planning based on attendance trends, events, and operational needs
● Prepares and analyzes operational reporting including attendance, revenue, conversion, and performance metrics
● Monitors membership conversion, guest engagement, and revenue-driving initiatives to support departmental goals
● Identifies operational trends and recommends improvements to efficiency, service delivery, and guest experience
● Communicates key operational updates, concerns, and recommendations to the Guest Services Manager
Operational Responsibilities
● Ensures consistent delivery of exceptional guest service standards across all Guest Services operations
● Leads resolution of escalated guest concerns and complex service recovery situations with professionalism and sound judgment
● Oversees cash handling procedures, register balancing, and daily reconciliation processes to ensure accuracy and accountability
● Maintains departmental readiness standards including staff presentation, uniforms, and operational appearance expectations
● Provides operational oversight for front-entry readiness and supports security and weapons detection procedures as needed
● Coordinates inventory, supplies, equipment readiness, and vendor-related service needs to ensure uninterrupted operations
● Supports troubleshooting and continuity of admissions systems and operational technology
● Collaborates with internal departments to support events, group visits, promotions, and other high-volume operational needs
● Supports frontline operations during peak periods or staffing gaps to ensure consistent guest experience delivery
● Performs other duties as assigned in support of departmental operations
Working Hours:
Typical hours are 8:30am to 5:00pm with a half hour unpaid break for lunch. A normal work week is 40 hours. Weekend, holiday and occasional evening or early morning duty will be required.
Labor Category:
Non Exempt (Federal Fair Labor Standards Act)
Qualifications:
The ideal Assistant Manager will be:
● Energetic, outgoing, and patient with a desire to provide a positive and memorable experience for each Aquarium visitor
● A team player able to perform additional functions as assigned
● Effective with communication skills, both verbal and written
● First-Aid/CPR Certified or ability to obtain certification within 3 months of hire
Experience:
A minimum of 3-5 years working in guest services at an aquarium, zoo, or related attraction setting is preferred.
Education:
Bachelor’s degree preferably in Business Administration, Management, Hospitality, Marine Biology, or a related field
Skills:
● Must interact courteously and tactfully with public, staff, and volunteers
● Able to work independently or as a team
● Communicate clearly both verbally and in writing
● Ability to work outside in all Florida weather conditions
● Familiarity with ticketing and membership POS programs
● Supervision experience preferred
● Ability to lift and carry 25 Ibs
Supervision:
This position will report to the Guest Services Manager