Reporting to the Manager of Guest Experience and Community Outreach, this role is responsible for maintaining the highest standards of the visitor experience philosophy working with the Guest Experience Team; Associates, Supervisors, Coordinators and Managers, to deliver our brand promise to guests and colleagues. The Coordinator, Guest Experience & Membership, supports the administrative operations of the Guest Experience department, oversees membership services and administration, and acts as a liaison between front line and operational departments.

ACCOUNTABILITIES:

• Managing the system data and processes to ensure the accuracy and integrity of membership records, and ensure timely processing of new and renewed memberships
• Leading and implementing Membership Sales campaigns; working closely with multiple departments and internal stakeholders, creatively overcomes roadblocks and provides frontline support.
• Implementing membership sales initiatives including direct in-person sales and upgrading daily admissions ticket holders to members.
• Collaborating with other internal departments to create and develop activities and programs for members to enhance the overall membership experience.
• Ensuring simple and efficient processes are in place to sell & process memberships and redeem Gift of Membership Certificates.
• Providing the ultimate guest experience by assisting Aquarium guests at the Guest Services desk with lost and found requests, directions, services, show times and general Aquarium information.
• Promoting membership sales and training Guest Experience Associates & Supervisors on upsell techniques.
• Supporting Admissions and Guest Services with Membership problems or concerns in-person, over the phone or email.
• Assisting the Guest Experience team in busy times being on tills or at the express line/greet/plaza, in providing refunds and responsible for sound handling of cash based on established protocols.
• Finding creative ways to promote membership throughout the Aquarium.
• Engaging our current members: troubleshooting member requests and answering questions about membership
• Working closely with the Admissions team to ensure proper training on member programs is in place and being delivered daily.
• Maintaining regular communication to the Guest Experience team with regards to Membership and providing Membership training for new associates.
• Ordering supplies such as membership cards, forms, printer ink, certificates.
• Providing prompt responses to guest inquiries and requests via telephone and email.
• Assisting the daily operation at the Guest Services desk & Admissions as required
• Assisting Supervisors/Managers in handling customer service opportunities that arise in a diplomatic, mature, and calm manner; conducting opening and mid-day inspection rounds and follow up deficiencies with specific departments as needed.
• Partnering closely with Manager, Guest Experience & Community Outreach supporting new initiatives; developing our Membership program, researching other facilities/aquariums, and other special projects to improve our Membership experience.
• Assists with the opening and closing procedures for all Guest Experience areas.
• Acting as Duty Manager when required.

Consistently improves the Vancouver Aquarium and its processes by:

• Maintaining and supporting organizational safety standards, ensuring all Guest Experience Associates & Supervisors are well versed in protocol.
• Performing additional duties of similar nature or level as required.

QUALIFICATIONS

Education and Experience

• Post secondary degree or diploma in tourism, hospitality, business, retail, or related field.
• 1 to 3 years of related experience.
• 1 to 3 years of supervisory and cash handling experience.
• Understanding of retail business systems (POS) and process as it applies to a public facility.

Skills

• Strong diplomatic communication skills (both verbal and written).
• Enthusiastic, creative, flexible, and energetic with excellent customer service experience.
• Ability to work with a variety of demographics and personalities.
• Resourceful, and a problem-solver, skilled in meeting priorities and able to adapt to unexpected situations.
• Self-motivated and able to work well under minimal supervision.
• Familiarity with point of sales system and is an asset, currently using B.O.S.
• Excellent computer skills working with Microsoft Office: MS Word, MS Excel, MS PowerPoint and MS Outlook.

Working Conditions:

• The incumbent will work in a shared office environment.
• Job requires the ability to stand and walk for extended periods of time at Admissions or in public galleries.
• Occasionally dealing with difficult guests or situations.
• Flexibility and availability in schedule are required during the week, including evenings, weekends, and holidays.
• The job requires a high degree of interaction with others.

Pay Range: $20- $30 / hour