Guest Experience Lead

Job Description

What you'll bring to the team

To lead the Rainbow Reef snorkel programs and ensure a safe, fun, and educational experience for the snorkel guests. In this role, you would fulfill the duties of Snorkel Master and the out-of-water duties of a Snorkel Host. You will also fulfill the duties of Guest Experience Host, Education, when not working in a Snorkel role.

• Lead an enjoyable, safe, and memorable snorkel experience.
• Introduce guests to and demonstrate the correct use of snorkel gear.
• Be knowledgeable and up to date on the Rainbow Reef exhibit and animals to deliver proper/correct information.
• Educate guests on the natural history of the animals found in Rainbow Reef.
  • Organize and implement the guest Snorkel Program timeline.
  • Maintain highest level of health and safety for program.
  • Monitor guest experience both in and out of water.
  • Establish a relationship that will make the customer feel comfortable and welcome.
  • Acknowledge customer concerns and handle as appropriate.
  • Work in a team rotation with touch pools and various other positions throughout the experience.
  • Facilitate educational talks using public announcement systems and microphones.
  • Deliver Behind-the-Scenes tours that are both educational and entertaining.
  • Interpret all areas of the Aquarium in a fun, exciting way. Always welcome guests into your area and offer a pleasant parting.
  • Maintain excellent knowledge of all program content, and be thoroughly familiar with aquarium displays and species, in order to reference and recommend learning.
  Other duties as assigned.

Qualifications & Experience

• Current Open Water Dive or Lifeguard Certification
• Excellent customer service skills
• Fun, positive attitude.
• Strong communication skills
• Ability to work independently or as part of a team
• Flexible availability (weekends are a MUST)
• Experience dealing with large crowds a plus

Reliable and punctual

• Ensure full compliance of policies and procedures set forth within the Health, Safety & Security in the workplace and in line with the Merlin Entertainments Group Policy.
• Understand risk assessments within own workplace and ensure reporting of any new risks to appropriate line manager.
• In compliance of safe working procedures in place for work activities within one’s job role.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely manager.

Benefits

• Health care options (medical, dental, and vision plans)
• Paid Time Off (PTO)
• Merlin Magic Pass for friends and family to enjoy the parks and attractions
• Recognition programs and rewards
• 401(k) program with company match
• Tuition reimbursement programs
• Numerous learning and advancement opportunities

Pay Range

USD $18.50/Hr.