DEPARTMENT OVERVIEW

Birch Aquarium at Scripps aquarium.ucsd.edu is a non-profit exploration center for Scripps Institution of Oceanography at UC San Diego. The aquarium showcases over 60 habitats of fish and invertebrates. The interactive museum features research discoveries by Scripps scientists and engages visitors of all ages.

Our goal is to promote conservation efforts that protect our ocean planet. We educate visitors on how our world works and inspire them to become stewards of the planet. Our conservation efforts are based on scientific research, and we aim to connect people with nature and with a shared sense of responsibility to care for our planet Earth.

Location: 2300 Expedition Way, La Jolla, CA 92037.

POSITION DESCRIPTION

The Assistant Guest Services Program Manager aids the Guest Services Manager with providing daily leadership and giving work direction to GS career and student staff. The Assistant GS Program Manager brings a servant leadership approach, willingness to embrace change, champions the guest experience, acts as a role model for others, and serves as an ambassador for Birch Aquarium. This position will support the GS Manager and GS Director with hiring and training for the unit. The Assistant GS Program Manager will also help with various administrative tasks such as maintaining accurate records/reports/databases, updating staff scheduling/timekeeping, and performing financial recaps/deposits/reconciliations. This position serves as a member of the Duty Manager team for the entire facility where proactive leadership, independent judgment, creative problem solving, diplomacy, professional communication, exceptional customer service, and collaboration will be integral.

The Assistant Guest Services Program Manager ensures that team members are adhering to unit best practices, including but not limited to, delivering a best in class guest experience, unit correspondence (in person, telephone & email), selling all forms of entry tickets/memberships/premium experiences, checking in groups, supporting aquarium initiatives, troubleshooting resources (both software & hardware), and proper cash handling in accordance with BUS #49 "Cashiering Responsibilities and Guidelines." This position must be able to fulfill frontline staff duties as assigned, in times of high guest attendance, and during periods when the unit experiences sick calls. The Assistant Guest Services Program Manager follows proper safety practices, provides minor first aid per aquarium policy, and provides leadership for emergency response protocols, and resolves various customer service scenarios.

QUALIFICATIONS

• One (1) year experience in a leadership role for an Aquarium, Zoo, Museum, hospitality or related field.

• Demonstrated knowledge of POS systems and best practices with processing transactions, entering data, and developing and extracting reports.

• Proven experience leading & training staff of a guest facing operation.

• Ability to provide best in class customer service demonstrating patience, professionalism, and kindness in all interactions with guests and colleagues. Exceptional communication skills with the ability to interact positively with a diverse group of people.

• Demonstrated ability to extract and compile statistical data from existing databases, survey results and sales records

• Demonstrated ability to work independently and respond to complaints, comments, facility problems, medical or other emergencies, always acting in accordance with university & OSHA policies.

• Ability to use sound judgment in responding to issues and concerns.

• Solid communication and interpersonal skills to communicate effectively with all levels of staff verbally and in writing.

• Solid organizational skills and ability to multi-task with demanding timeframes.

• Working knowledge of common organization-specific and other computer application programs.

SPECIAL CONDITIONS

• Job offer is contingent upon satisfactory clearance based on Background Check results.

Must be able to work weekends, holidays, overtime, and evening hours according to department program objectives & at the discretion of the supervisor.

Duties may require direct contact with children (defined as individuals under the age of 18); completion of the Child Abuse and Neglect Reporting Act (CANRA) training will be required. Must meet CANRA compliance requirement per California Child Abuse and Neglect Reporting Act ("CANRA," Penal Code sections 11164-11174.4).