Guest Experience Supervisor
On-siteUnion Station, Ohio, United States
Job Summary
Lead the Guest Experience team to deliver memorable and unique experiences while overseeing daily facility conditions, safety, and presentation standards. Collaborate with the Guest Experience Manager to review customer satisfaction trends, manage staff scheduling and coverage, and ensure all admission and sales data is accurately captured. Monitor guest experience flow, achieve department targets, and supervise subsidiary attractions including the Ropes Course, Mirror Maze, Merchandise, and Photography areas. Assist in implementing training programs and mentor team members to reduce turnover and increase retention through role modeling, feedback, and recognition. Work closely with internal and external departments, including the Life Sciences Department and Aquarium Foundation, to uphold animal welfare, educate diverse audiences, and ensure volunteers provide exemplary service.
Required Qualifications
- One to two years in a supervisory role
- Experience supervising teams preferred
- Exceptional leadership skills
- Proven experience
- Excellent verbal and communication skills
- Strong listening, presentation and decision-making skills
- Commercial understanding
- Ability to anticipate guests' needs
- Technically minded
- Proficient in Microsoft Office Excel
- Proficient in Microsoft Office Outlook
- Proficient in Microsoft Office PowerPoint
- Proficient in Microsoft Office Word
- Ability to stand for long periods of time
- Ability to read, listen and communicate effectively in English, both verbally and in writing
- Ability to access and accurately input information using a moderately complex computer system
- Hearing and visual ability to observe and detect signs of emergency situations
- Ability to lift and carry up to 50 pounds
Desired Qualifications
- Experience supervising teams preferred
- Ideally in the tourism or hospitality related industry
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