Guest Experience Shift Lead

SEA LIFE Kelly Tarlton’s Auckland

Are you looking to take Guest Experience to new heights? How would you like to spend your day in one of Auckland’s most iconic tourist attractions?

We are currently looking to recruit a full-time Guest Experience Shift Leader to join our fantastic team at SEA LIFE Kelly Tarlton’s Auckland.

About the Roles

SEA LIFE Guest Experience Shift Lead is responsible for delivering memorable guest experiences through educational talks and exhibit interpretation. A SEA LIFE Guest Experience Shift Lead is also responsible for upholding our operating standards of safety, service, presentation, and efficiency, along with driving positive guest satisfaction survey results.

The shift lead is responsible for assisting the team as a part of the day-to-day Guest Experience operations of the attraction. The Shift Leads’ primary responsibility is serving as the Supervisor-on-Duty for the entire attraction. Responsibilities will include assuming the role of assigned hosts positions, where necessary. Shift Leads also have a day-to-day role in developing our front-line team members to deliver world-class customer service

Scope and Responsibilities: 

• Provides outstanding guest service and creates memorable guest experiences. 
• Uses interpretive techniques to educate guests of all ages, especially children, throughout the aquarium. 
• Is expected to uphold high SEA LIFE operating standards of safety, service, presentation, and efficiency. 
• Initiate and organize all SEA LIFE Guest Experience Host training in all primary guest experience focused areas within the attractions.
• Maintain adequate documentation and training records for SEA LIFE Guest Experience Hosts
• Will lead our premium tour program, Behind the Scenes Tours, by providing tours and auditing the performance of other tour guides.
• Ensures standard operating procedures are always adhered to and followed. 
• Must be able to switch between daily tasks in a timely manner within a fast-paced daily schedule. 
• Is expected to handle crowd control, guest questions, and guest recovery as well as other operation issues as they surface. 
• Can learn and interpret the correct identification of marine animals and the ecology and conservation related to them. 
• Is able to observe and report the conditions of all animals, including monitoring touch pool animals’ safety and wellbeing. Touch pool includes animals like anemones, sea stars, crayfish and eels.
• Comfortable with providing feedback to front line Guest Experience hosts during talk audits and informal coaching sessions.
• Can learn to identify and interpret biofacts/props to guests in the aquarium. 
• Is comfortable speaking in public, both in a one-on-one setting and to large groups in a show setting. 
• Can communicate any facility requirements, safety issues, or staffing issues to management. 
• Can conduct breaks for fellow employees in a timely matter. 
• Must work closely with other departments at SEA LIFE to create a positive work environment. 
• May assist SEA LIFE Admissions staff when school groups, youth groups, or large parties arrive.
• Will participate in Duty Manager shift at SEA LIFE, including being responsible for guest and employee safety, guest issues and recovery, facilitating guest and building emergencies, opening and closing building procedures. 
• May have additional tasks assigned on occasions. 

About You

• Prior experience in an aquarium, zoo, museum, or informal learning setting preferred. 
• Prior experience working with children preferred. 
• Has a passion to educate guests about sea animals and ocean conservation.
• Has an understanding of the Zoo & Aquarium Association (ZAA)
• Must have flexible availability to work evenings, weekends, and holidays. 
• Must be comfortable with public speaking.
• Must have excellent time keeping skills. 
• Requires excellent skills in guest service and communication.   
• Shows strong attention to detail.
• Is a team player and works well with fellow employees.

Health and Safety: 

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. Must ensure they follow safe working procedures for all work activities they undertake, and they must not use any tools or equipment for which they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and cooperate with any investigation as appropriate in accordance with applicable laws.

Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate. SEA LIFE Exhibit interpreters are responsible for upholding SEA LIFE’s high safety standards and ensuring that safety policies are adhered to at all times by guests. 

Education: 

High School diploma required. Coursework in science or education preferred. 

Knowledge of standard types of office filing systems, proper telephone etiquette and techniques; standard office software applications; standard office equipment. Using various software applications; organize and prioritize work; perform basic research and report results; proofread material and make necessary corrections; learn and follow standard office procedures; learn appropriate filing and recordkeeping systems; select appropriate business formats; work cooperatively and effectively with management, team member, and the public.

About Us

Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, LEGOLAND, and Peppa Pig World of Play. We operate in over 140 attractions across 25 countries, delivering memorable experiences to 54 million+ visitors a year.

We’re the leading operator of visitor attractions in Australia and New Zealand, with 10 attractions, including SEA LIFE, Wild Life, Madame Tussauds, and the Fly Treetop Adventures, amongst others.

Merlin Entertainments is driven by a strong social responsibility with the vision to create a world where the global community respects, conserves, and sustainably manages our precious aquatic habitats, wildlife, and natural resources. We strive to achieve this goal through our 3 charities: Merlins Magic Wand, the SEA LIFE Trust, and the WILD LIFE Conservation Fund.

So, if you are vibrant and passionate about delivering an amazing service within a great company and in a team who loves what we do – then we want to hear from you!

Merlin Entertainments strongly encourages application from all background, including people of Aboriginal and/or Torres Strait Islander decent.

• Corporate benefits including free access to all our attractions worldwide
• Domestic and global opportunities to develop and progress your skills and career in tourism and attractions
• Additional Leave (including birthday and wellbeing) and 3 volunteer days to give back to a social cause you care about
• Opportunity to be involved with our Diversity & Inclusion initiatives, including our Reconciliation Action Plan
• Being part of a business built on fun