Guest Experience Manager- Harborview Aquarium

Position Summary

Responsible for the efficiency and guest experience across Admissions, Guest Experience and Custodial. This position is responsible for the direction, organization and overall guest experience of the Aquarium.

Duties & Responsibilities

• Assist with the development, implementation, and testing of operating policies and procedures for the Guest Experience Department, including admissions, guest services, custodial readiness, guest flow, opening/closing routines, and incident reporting.
• Aid in the development of guest programs, including paid back-of-house tours, birthday parties, and stingray feeds.
• Recruit, onboard, train, and prepare Guest Experience team members to deliver consistent, high-quality guest service from opening day forward.
• Develop department training materials, checklists, operating guides, inspection forms, guest service standards, and performance expectations.
• Create initial staff schedules and coverage models for admissions, guest experience, custodial, event support, and peak-day operations.
• Participate in pre-opening facility walkthroughs to identify guest-facing issues, cleanliness concerns, safety risks, signage needs, wayfinding gaps, exhibit-readiness concerns, and operational pinch points.
• Work with the Operations Manager to develop guest flow plans, crowd management procedures, queue management standards, opening-day plans, and contingency plans for high-attendance days.
• Collaborate with Life Sciences, Operations, the Aquarium Foundation, and other departments to ensure exhibits, programs, volunteer roles, and educational engagement are guest-ready.

Operational Phase

• Manage the daily operation of the Guest Experience Department, including Admissions, Guest Experience, and Custodial functions.
• Implement the operating policies and procedures for the Guest Experience Department.
• In collaboration with the Operations Manager, analyze sales figures, guest satisfaction and market trends to anticipate needs and recommend strategies and products to meet revenue and guest expectations.
• Observe and report on daily facility conditions and situations to the Operations Manager.
• Develop, manage and oversee staff scheduling across your departments to ensure efficient and appropriate coverage.
• Ensure the facility is clean, safe and presented to the highest quality standards.
• Maintain sales to recommend strategies to increase revenue opportunities.
• Maintain and manage guest experience and flow to ensure a safe and enjoyable journey.
• Lead and manage the Guest Experience team in its goal of delivering unique and memorable experiences to guests.
• Ensure the implementation of department training programs to achieve the best Key Performance Indicators.
• Participate in the Duty Manager program.
• Train and coach team members with necessary skills and knowledge to perform their jobs.
• Conduct team member performance appraisals in a timely, fair and constructive manner to promote personal and career growth.
• Motivate and inspire team members to perform at their very best through role modeling, providing feedback, rewarding and recognizing, respecting and frequent communication.
• Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout the aquarium.
• Ensure all animal welfare and care standards are upheld and enhanced.
• Collaborate with other Operations team managers to cross-train staff and proactively adjust labor during low-demand periods while maintaining guest service, safety, and facility presentation standards.
• Collaborate with Life Sciences Department and the Aquarium Foundation, ensuring exhibits and programs engage, educate and entertain diverse audiences.
• Work closely with the Aquarium Foundation to ensure volunteers and educators provide exemplary guest service and engagement.
• When necessary, assist with the operation of the café.
• When necessary, assist with parking operations.
• Coordinate with vendors for operation and repair of aquarium interactive technology.
• Coordinate activation event logistics.
• Ensure all opening and closing checklists are performed daily.
• Ensure the cleanliness and daily readiness of all exhibits.
• Keep neat and accurate operational records and logs including inspection reports, training logs, and incident reports.
• Other duties as assigned.

Experience, Skills & Qualifications

• Three to five years in a leadership role required, ideally in the tourism-related industry.
• Experience managing diverse teams required.
• Exceptional leadership skills, verbal and written communication skills required.
• Experience working within departmental budgets is preferred.
• Strong listening, presentation and decision-making skills.
• Commercially minded with the ability to analyze, understand and anticipate guests’ needs.
• Tech-savvy with proficiency in Microsoft Excel, Outlook, PowerPoint and Word.
• Creative problem solver who thrives when presented with a challenge.
• Energetic and eager to tackle new projects and ideas.

Abilities

• 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.