Guest Engagement Manager

Job Title: Guest Engagement Manager

Posting Date: 11/15/2024

Job Department: Guest Engagement

Schedule: Full Time

Job Type: On-site

Location: National Aquarium Pier 3 501 E Pratt St Baltimore, MD 21202 410-576-8532.

Job Summary

The National Aquarium is seeking a Guest Engagement Manager to oversee the planning, presentation and development of a wide range of guest engagement programming such as exhibit presentations, animal encounters and educational carts, tours and sleepovers. All paid and unpaid programs support the aquarium’s mission to connect people with nature to inspire compassion and care for our ocean planet. The Guest Engagement Manager hires, trains, and supervises guest engagement staff. Works alongside other guest engagement managers to manage the day-to-day operations of the guest engagement department, ensuring the best program coverage and a world class guest experience. Works closely with the Director of Guest Engagement and peer managers on program selection and evaluation. Works in cooperation with other departments to maintain a consistent and quality guest experience. Works with guest services to provide daily program information to front line staff, which enhances guest service. Works collaboratively with animal care and welfare team to ensure information provided in interpretation is accurate and engaging. Regularly works one weekend day, as well as evenings and special events frequently.

Key Requirements

Management of Staff

• Recruit, hire and onboard guest engagement staff.
• Direct supervisor of guest engagement staff, including management of training, scheduling, payroll and evaluation.
• Develop annual work plan and goals for guest engagement staff, with a focus on customer service and increasing interpretation skills and knowledge.
• Assists guest engagement volunteer manager as needed with training and oversight of exhibit guides and interns.
• Coordinate annual professional development opportunities for the guest engagement team
  
  

Management of Programming for Guests

• Oversees guest programming in areas such as Living Seashore, education carts, microphone presentations, and paid tours in front and back of house spaces.
• Responsible for the development, testing, evaluation and redux of guest engagement programs and aquarium audiences.
• Manages the schedule for animal encounters and coordinates the animal handling training for new staff with the Manager of Behavioral Husbandry.
• Responsible for supplies budget for Guest Engagement programs, ordering supplies, processing necessary accounting paperwork and maintaining associated budget records.
• Manage all aspects of program development to create compelling experiences for guests. Research programming conducted at similar venues.
• Design and oversee regular program evaluations to ensure the highest quality product and experience. Develop measures for content, guest satisfaction and potential conservation behaviors as a result of program participation. Incorporate IMPACTS and other relevant data as applicable.
• Coordinate the inter-departmental annual calendar of offerings, negotiating space allocations with catered events, education, volunteers and other program depts.
• Work cooperatively with marketing, sales and reservations staff to promote and sell programs. Write pre-visit customer information materials and pre-program phone contact information for reservation staff.
• Oversees the daily program schedule and management of guest engagement programs.
• Responsible for a large amount of intra- and interdepartmental communication including daily morning huddle.
• Maintains the permits and coordinates the upkeep of props and animal artifacts used in conjunction with guest engagement programming.
• Develops trainings, protocols, procedures and other content as needed.
• Oversees the coordination of guest engagement’s special events and related activities for guests.
  
  

Lends support to programs outside of the Guest Engagement Department.

(less than 10% of overall job)

• Departmental representative on in-house committees as determined by Director.
• Serves community beyond Aquarium walls assisting with the representation of NA at public events as needed.
• Serves as a member on exhibits development teams as assigned.
  
  

Adheres to all organizational and departmental policies and procedures

Other Duties As Assigned Or Required.

Problem Solving: Coordinates difficult schedules. Works within guest engagement and interdepartmentally to create exceptional guest experiences and cost-effective, high-end opportunities for guests. Manages program budgets in cooperation with peer managers and department director. Develops and assists with evaluation studies. Hires, trains, supervises and evaluates staff. Observes guest experience opportunities and adjusts staffing to best meet daily needs.

Human Relations: Coordination of other staff work schedules. Daily contact with staff and guests. Coordinate in-house communications and event summaries. Represents Aquarium through workshops and conferences and reaches larger audience beyond walls through information requests.

Accountability: Accountable for managing the budget and programming for paid and unpaid guest engagement programs. Accountable for coordinating paid and unpaid guest engagement programs including staffing, training, written materials, and supervision of staff. Hires, trains, supervises, and evaluates a large team of part- and full- time staff. Processes time sheets for payroll. Follows established protocols for animal handling and presentations.

Qualifications

• Bachelor's degree in science, or science coursework + three years equivalent related science experience, required.
• Previous informal teaching experience and effective use of computers in a work environment required.
• Three years staff supervision experience required.
• Certified Interpretive Guide (CIG) or greater through NAI strongly preferred.
• Microsoft Office experience useful.
  
  

Total Compensation Information

Salary range ($54,400-69,324 Annual).

National Aquarium provides an excellent benefits package, including four weeks paid time off, six paid floating holidays, up to four weeks of paid family leave and conservation day leave. Employees are eligible for health care (single and family) after 30 days of full-time work and 401(k) plan participation with employer match available. Employees receive a family membership package and Aquarium tickets.

About The National Aquarium

Established in 1981, the National Aquarium in Baltimore, Maryland, is a nonprofit organization whose mission is to connect people with nature to inspire compassion and care for our ocean planet. The Aquarium’s award-winning habitats are home to thousands of animals representing hundreds of species of fish, birds, amphibians, reptiles and mammals. We are proud to be accredited by the Association of Zoos and Aquariums (AZA) and exceed industry standards in all aspects of animal care and welfare.

More than 1.2 million people visit the Aquarium each year to experience our immersive exhibits, and we reach far more through our science-based education programs and hands-on field conservation work. The National Aquarium is one of the top three aquariums in the United States and the largest paid cultural attraction in Maryland.

Our Mission and Goals

The Aquarium’s mission—to connect people with nature to inspire compassion and care for our ocean planet—begins within the walls of its buildings, but it does not end there. The Aquarium protects, enhances and restores natural resources through education and engagement, habitat restoration, animal rescue and sustainable business practices, with its conservation work guided by three overarching goals—to combat climate change, save wildlife and habitats, and stop plastic pollution.

Our Values

At the National Aquarium, our core values form the basis for our beliefs about our organization, our colleagues and ourselves, and serve as the framework to guide our behaviors and actions to achieve our mission.

Connection: We take the time to build lasting connections with each other, our guests, the animals in our care and the nature that surrounds us. We communicate clearly and collaborate readily within and across teams. We engage thoughtfully with our partners. We practice shared accountability.

Curiosity: We center learning and growth in all that we do. Our people are empowered to explore new approaches. We support taking risks. We value diverse perspectives and bold ideas. We embrace change.

Optimism: We celebrate the power of positive moments and shared experiences. We seek out opportunities to have fun. We reconnect with our purpose through sharing successes with our colleagues.

Service: We are in service to each other, our guests and our communities. We make intentional decisions and actions for the benefit of the people and animals within our organization.

Wellbeing: We ensure our people and animals have what they need mentally and physically to thrive. We are committed to improving the wellbeing of communities and sharing the healing power of natural for all.

Our Commitment to Diversity, Equity, Inclusion and Justice

National Aquarium values an inclusive and diverse environment for all employees, volunteers, and interns. Our goal is to recruit, develop, and retain the most talented people from a candidate pool representative of the variety of communities we serve. With a commitment to diversity, equity, inclusion, and justice, the Aquarium is proud to be an Equal Opportunity Employer and promotes an environment free from all discrimination and harassment.

In the selection and retention of employees, volunteers, and interns, we do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, ancestry, citizenship status, age, physical, mental, or sensory disability, sex (including pregnancy or childbirth), marital status, veteran status, sexual orientation, gender identity and/or expression, genetic information, arrest record, family or caregiver status, HIV status, socioeconomic status, or any other characteristic protected by applicable federal, state, or local law.

Our organization is dedicated to this policy with respect to all terms and conditions of employment, including but not limited to recruitment, training, promotions, performance management, and separation, and general treatment during time of employment.