#132224 Guest Services Manager

DEPARTMENT OVERVIEW

Birch Aquarium at Scripps 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.

Website:aquairum.ucsd.edu

Location: 2300 Expedition Way, La Jolla, CA 92037

POSITION DESCRIPTION

This position manages oversees the daily operations of the Guest Services team in a small to medium academic or non-academic department or program. This role is critical in ensuring that the guest experience at the aquarium exceeds expectations through the management of entry experiences, front gate admissions, membership sales and fulfillment, information services, database management, and guest relations. The manager works closely with the safety specialist to address security and safety needs. A central aspect of the role is to mentor, direct, and supervise the Guest Services team, ensuring that guest experience remains the primary focus. The manager is responsible for evaluating and proposing improvements to Guest Services processes and operations, leading collaborative efforts across different units to implement solutions.

The role includes supervising a small team of support employees and students, providing work direction and performance guidance to Assistant Guest Services Managers, and directly supervising several student positions. Responsibilities include training and assigning work to employees, conducting performance evaluations, recommending incentive awards and salary increases, and managing disciplinary actions. The manager also oversees staff scheduling to ensure adequate operational coverage, develops workflow systems, and conducts regular performance check-ins to maintain high service standards.

In addition, the manager coordinates and participates in various human resources activities, including employment, training, and classification. This includes reviewing applications, conducting interviews, and maintaining accurate Standard Operating Procedures (SOPs). The role also involves acting as the safety coordinator, collaborating with the Director of Guest Services and EH&S Specialist to ensure that staff is trained in emergency protocols and first aid procedures.

As the Cash Handling Custodian, the manager ensures adherence to university best practices in cash management, oversees daily cash deposits, and resolves any discrepancies. The role also includes assisting in budget execution to align with strategic initiatives and operational needs.

The guest services manager also supports membership initiatives, assisting the Director of Guest Services in promoting and growing the aquarium's membership program. This includes ensuring accurate data entry of member information and providing training to staff on handling member information and sales.

Lastly, the manager oversees the ticketing systems, ensuring that all equipment is secure, up-to-date, and functioning correctly. This includes developing and implementing procedures for inventory management, coordinating with technical support for system issues, and ensuring that back-up processes protect financial information. The manager is also responsible for training staff on the use of the ticketing system and ensuring that all product details are accurate.

QUALIFICATIONS

• Leadership experience in a frontline visitor-orientated department or attraction in an aquarium, zoo, museum, hospitality, or other related field.

• Experience with point-of-sale systems, revenue management (i.e. cash checks, credit cards), and demonstrated ability to apply security controls and database management.

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

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

• Thorough knowledge of financial analysis and reporting techniques, and / or human resources policies and procedures for staff and academic employees.

• Strong skills in short-term planning, analysis, problem-solving, and customer service.

• Knowledge of a variety of administrative operational activities such as event planning, basic fundraising processes, risk management planning, website design, accounting and payroll, and contracts and grants regulations and guidelines.

• Interpersonal skills including verbal and written communication, active listening, critical thinking, persuasiveness, advising and counseling skills.

• Solid knowledge of common University-specific computer application programs.

• Ability to use discretion and maintain confidentiality.

• Thorough knowledge of University rules and regulations, processes, protocols and procedures for budget, accounting and fund management, and / or personnel management.

SPECIAL CONDITIONS

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

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

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 requirements per California Child Abuse and Neglect Reporting Act ("CANRA," Penal Code sections 11164-11174.4).

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of Californias Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20
For the University of Californias Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

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