SUMMARY: Guest Relations Ambassadors are an integral part of the overall guest experience at Shedd. These individuals are posted throughout the operation engaging in such duties as selling tickets, greeting guests, scanning tickets, seating for presentations and shows, supporting Ancillary Operations, and wayfinding. Depending on operational needs, some posts are located outside of the building. All team members act as role models for outstanding customer service standards, both within the department and the aquarium.

This is a regular part-time, non-exempt position.

Pay Rate:

• The rate for this position is $17.00/hour

Schedule:

• Must be willing to work holidays (varied hours).

Mandatory Dates:

We hire Guest Ambassadors to join our Guest Relations team on an ongoing basis. New employees will be required to attend an orientation and training series on Monday, Tuesday, and Wednesday of their first week of employment, even if it is not within their normal availability.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The responsibilities listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Other duties may be assigned.

• Demonstrate commitment to Shedd’s vision, mission, and values.
• Consistently provide seamless and joyful behaviors at all posts using the GUEST framework:
  • G – focus on high-energy greeting by going to the guest
  • U – ask the right questions at each post to understand what the guest needs. “Where are you visiting from?” “What animals are you most excited to see today?” “Are you a member?”
  • E – engage guests, using Ask Me! animal knowledge and three interpretation techniques:
    • Ask questions. “How many sea stars do you see?”
    • Use metaphors. “Sea otters eat 25% of their body weight every day. That’s like if I ate 10 pizzas!”
    • Make connections. “Since you love sharks, have you also seen Wild Reef? Did you know Shedd members get a discount on 4D/VR/Must See Tour?”
  • S – solve guest needs by helping them with what they asked for and surprising them with a personal recommendation for something extra.
  • T – thank guests for visiting and impact their decision to visit again
• The following are examples of duties performed by Guest Relations Ambassadors:
  • Accurately and efficiently guide guests throughout the building.
  • Provide accurate and concise information about Shedd tickets and experiences.
  • Scan tickets.
  • Assist guests with automated kiosks.
  • Ability to learn and effectively utilize a computerized point-of-sale system:
    • Successfully complete sales training and sell tickets to guests.
    • Accurately bank in and bank out their cash till at the start and close of their shifts.
    • Accurately count back change to guests.
    • Use Tessitura to facilitate ticket sales, comeback CSIs, and occasional refunds.
  • Safeguard animals in all open-water habitats
  • Exhibit schedule and post flexibility for daily operations and events; move throughout the building helping guests and partner teams
  • Demonstrate a results-oriented approach to all of Shedd’s available upgrades (Membership, CityPASS, 4-D, Virtual Extraordinary Experiences, learning programs)
  • After training, expertly attend the Information Desk and the wide variety of guest needs
  • 4-D Theater and Virtual Reality operations.
  • Other service posts as assigned as business need arises.
• Support guest experience using proactive engagement tactics at touch habitats and galleries
• Demonstrate active participation in continuous learning and professional growth. Could include:
  • Ask Me Training/Trainer
  • Extraordinary Experience Host
  • Amigos Marinos
  • Event Supervisor
  • Cash Office Assistant
  • Team Trainer
  • Leader Support
• Attend and actively participate in daily shift meetings.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education: High School diploma or equivalent preferred.

Experience/Requirements:

• 1-2 years of retail, attraction, or customer service experience in a high-volume environment.
• Cash handling and ticket system experience (Tessitura preferred)
• Public speaking background is a plus.
• Ambassadors must be outgoing, dynamic, and enthusiastic.
• Experience and success in multi-tasking.
• Good verbal and written communication skills.
• Friendly and personable demeanor towards all; embracing the multicultural differences of our staff and guests is a must.
• Bi-lingual, Spanish, and English preferred
• Must be willing to work weekends and holidays (varied hours).
• May be required to stand or sit for long hours.
• May be required to work outdoors.

LANGUAGE SKILLS:

• Ability to read, write, speak, and comprehend English fluently.
• Ability to read and comprehend basic instructions given from written and oral sources.
• Ability to write professional business correspondence.
• Ability to effectively present information to and collaborate with all levels of employees.

MATHEMATICAL SKILLS

• Ability to understand basic mathematical relationships and formulas.
• Ability to understand and employ intermediate-level accounting mathematics.

REASONING ABILITY

• Ability to work with little or no supervision.
• Ability to work within a team environment.
• Ability to use common sense techniques in solving problems.
• Ability to solve complex logical problems.
• Ability to use diplomacy and tact when dealing with problems.
• Ability to identify problems and determine the best course of action for their resolution.
• Ability to critically evaluate the information for accuracy and usefulness in solving problems.
• Ability to deal with problems involving several concrete variables in a variety of situations.

COMPUTER SKILLS AND ABILITIES

• Basic Microsoft Office functionality is preferred.
• Tessitura Ticketing experience preferred

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Lift up to 15 pounds
• Sit
• Stand
• Stoop
• Walk

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This person may be exposed to:

• Water
• Heat
• Cold
• Exposure to the elements in an outdoor setting
• Exposure to air particles and potential allergens
• Low noise
• Moderate noise
• Loud noise
• Crowds

Reasonable Accommodations

Shedd Aquarium is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need reasonable accommodations for any part of the employment process, please email us at jobs@sheddaquarium.org.

We strongly encourage people of color, LGBTQ+ community, veterans and active duty military, parents, individuals with disabilities, and individuals from all cultural backgrounds to apply. Shedd Aquarium is an equal opportunity employer and welcomes everyone to our team.