Supervisor, Environmental Services

At the Monterey Bay Aquarium, we are passionate about creating an inclusive workplace that celebrates and values diversity. We welcome people from all walks of life into our team and strongly encourage people of color, LGBTQ+ individuals, veterans, and people with disabilities to apply.

About the role

Provide direct oversight of the daily Guest Experience operations; coordinate staff resources across the aquarium and maximize the number of staff-guest interactions and the high level of staff performance. Motivate, coach, and evaluate Environmental Services staff; perform standard opening and closing procedures, assist in other Guest Experience areas as needed, and handle guest service-recovery in a professional and efficient manner.

Because this position is part of an operational team, candidates must be able to work weekdays, weekends, and holidays.

Responsibilities

• Incorporate activities for staff development during bi-weekly performance discussions, annual performance summaries from shopper reports, guest comments, audience research, other MBA teams, and personal observations.
• Identify training requirements and create training content and SOPs; track staff equipment certifications using MBA software and maintain all department Safety Data Sheets.
• Respond to staff/guests’ requests; communicate and coordinate cross-functional logistics with MBA divisions and outside vendors/contractors.
• Oversee daily operational duties including:
  • Staff scheduling, opening/closing, daily briefings
  • Customer service/recovery, staff deployment, crowd control, troubleshooting
  • Operate, maintain, and repair various cleaning equipment (carpet buffer, floor push scrubber, ride-on scrubber, pressure washer)
  • Emergency response (floor), maximize staff/guest interactions
• Deliver training activities (e.g., daily hospitality, train-the-trainer model, facilitation of School Group orientations, Education Teen Conservation Leaders programming) across Guest Experience staff.
• Support the process and selection of new hires for Guest Experience Operations, Admissions, and Environmental Services.
• Perform and/or deliver Admission and Environmental Services staff functions including:
  • Manage queue lines, knowledge of the Aquarium’s exhibits and programs
  • Maintain restrooms, dust exhibits, floor maintenance
• Support the Admissions Supervisor team with daily operational needs (ticket scanning, queue management, wayfinding, etc.).
• Participate on various aquarium committees (Sustainability, Safety, Training, DEI, Animal Health & Welfare, Operations, etc.), providing input and perspective as an active committee member.
• Recommend business process improvements (such as cleaning chemicals, equipment, etc.).
• Promote aquarium programs and benefits for higher levels of guest engagement.
• Operate, maintain, and repair mobile equipment (scissor lift, aerial lift, boom lift, and forklift).
• Resolve guest escalations (including emergency response, customer service issues, etc.).

Qualifications

• Bachelor's degree in hospitality and/or facilities maintenance; or equivalent combination of education, training, and experience.
• Must be self-motivated, detail-oriented, and have excellent time management, communication (written and oral), organizational, and interpersonal skills.
• Experienced team player with strong interpersonal skills, flexible to changing schedules, self-motivated, and contributes to a positive work environment.
• Ability to sustain enthusiastic interactions with both guests and staff throughout each work shift.
• Experience working with diverse audiences.
• Ability to work indoors and outdoors for the full duration of the scheduled shift.
• Experience proactively approaching customers/guests.
• Ability to converse in another international language (Spanish, Chinese, Japanese, French, German, Portuguese, etc.).
• Ability to work alongside Teen Conservation Leader (TCL) students and Volunteer Guides.
• Experience working with multiple age groups, both adults and families.
• Ability to multitask and work positively with interruptions.
• Competency/experience with data entry, computers, and other communication technologies.
• Proficiency in PC environment and strong working knowledge of MS Office suite.
• Excellent oral and written communication skills.
• Ability to engage small groups.
• Excellent problem-solving skills: ability to exercise independent judgment and decision-making.
• Ability to accurately apply common business math skills and concepts.
• Experience delivering informal education and/or training.
• Understand the importance of maintaining staff-related confidentiality.

Industry Certifications

• Bloodborne Pathogens
• Chemical Safety
• Cal OSHA Safety
• Window Cleaning Certifications
• Scissor Lift
• Aerial Lifts
• Chemical Safety and PPE Safety

Physical Requirements

• Use of typical office equipment, ride-on/push scrubber, extractor, vacuum cleaner, aerial lifts, pressure washer, buffers, MBA vehicles.
• Sitting, standing, walking, bending.
• Occasional unassisted lifting up to 55 lbs.
• Work environments include typical office, main aquarium and exhibits, occasional offsite events, and animal spaces.

Pay

Annual compensation range: $70,304–$76,000 USD. Starting rate will vary based on previous experience and relevant skills/knowledge set.