At the Monterey Bay Aquarium, we are passionate about creating an inclusive workplace that celebrates and values diversity. We firmly believe that having a team of diverse backgrounds and voices, working together, increases our capacity to serve our visitors and fulfill our mission.We welcome people from all walks of life into our team and strongly encourage people of color, LGBTQ+ individuals, veterans, and people with disabilities to apply. 

Job Summary:

Work with a team of Supervisors and Coordinators to provide direct oversight of the daily Guest Experience operations; coordinate staff resources across the aquarium and maximize the number of staff-guest interactions and the high level of staff performance; motivate, coach, and evaluate Environmental Services staff; perform standard opening and closing procedures, assist in other Guest Experience areas as needed, and handle guest service-recovery in a professional and efficient manner; perform other duties as required.

Core Activities:

• Incorporate activities for staff development during bi-weekly performance discussions, annual performance summaries from shopper reports, guest comments, audience research, other MBA teams, and personal observations.
• Identify training requirements and create training content and SOPs, track staff equipment certifications using MBA software and maintain all department Safety Data Sheets.
• Respond to staff/guests’ requests; communicate and coordinate cross functional logistics with MBA divisions and outside vendors/contractors.
• Oversee daily operational duties including staff scheduling, opening/closing, daily briefings, customer service/recovery, staff deployment, crowd control, trouble shooting, operate, maintain & repair various cleaning equipment (carpet buffer, floor push scrubber, ride on scrubber, pressure washer), emergency response (floor), maximize staff/guests’ interactions
• Deliver training activities (e.g., daily hospitality, train the trainer model, facilitation of School Group orientations, Education Teen Conservation Leaders programming, etc.) across Guest Experience staff.
• Support the process and selection of new hires for Guest Experience Operations, Admissions and Environmental Services.
• Perform and/or deliver Admission and Environmental Services staff functions including but not limited to manage cue lines, knowledge of the Aquarium’s exhibits and programs, maintaining restrooms, dusting exhibits, floor maintenance.
• Support the Admissions Supervisor team with daily operational needs (ticket scanning, queue management, wayfinding, etc.).
• Participate on various aquarium committees (Sustainability, Safety, Training, DEI, Animal H&W, Ops, etc.), providing input and perspective as an active committee member.
• Recommend business process improvements (such as cleaning chemicals, equipment, etc.).
• Promote aquarium programs and benefits for higher levels of guest engagement.
• Operate, maintain, & repair mobile equipment (scissor lift, aerial lift, boom lift and forklift).
• Resolve guest escalations (including but not limited to emergency response, customer service issues, etc.).