An integral member of the Learning & Engagement (L&E) Team, the Guest Engagement Supervisor (“Supervisor”) is responsible for the implementation and daily supervision of guest facing interpretive programming at the Audubon Aquarium and Audubon Insectarium. These experiences include live exhibit interpretation, programming, interpretation stations, behind-the-scenes and facility tours, and special events. The Supervisor is responsible for ensuring a high level of welfare for all animal ambassadors used in the Aquarium’s guest engagement programming. This position will work closely with the animal care team to assure the best practices in animal ambassador handling and training are maintained by all who facilitate animal encounters.

The main responsibilities of this position are scheduling, training, and supervision of Guest Engagement Specialists, interns, and volunteers; managing and implementing on-site engagements, assuring guest and animal safety procedures are followed; overseeing Ambassador animal handling and presentations; working cooperatively with animal care and operational staff to maximize the guest experience; and evaluating Guest Engagement staff, interns, volunteers, and programming. The Supervisor may be called upon as a leader to provide general operational support for the aquarium and insectarium as needed.

As a leader on the L&E team, the Supervisor participates in strategic and financial planning, effective resource management, proactive communication both internally and externally, and promotes appropriate professional development opportunities for the entire team.

As a member of the L&E Department, this position will participate in and support a variety of educational and volunteer programming as necessary. The Supervisor will support the needs of Audubon Nature Institute and its various facilities as required.

To deliver on the Audubon mission, the Guest Engagement Supervisor will:

Provide a guest experience of outstanding quality by…

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  Supervising, scheduling, training, and evaluating Guest Engagement specialists, interns, and volunteers at Audubon Aquarium and Audubon Insectarium
• Working with the Director of Engagement to recruit, interview and hire guest engagement staff and interns
• Working with L&E leadership to develop a comprehensive evaluation plan for all programs
• Developing and implementing multi-faceted training and support resources for guest engagement staff, interns, and volunteers
• Working directly and cooperatively with animal care teams in all aspects of animal ambassador collection planning, animal care and animal handling training and protocols
• Providing reliable and timely record keeping and evaluations of volunteers and assisting with accurate reports
• Communicating issues or concerns to the L&E Department leadership in a timely manner
• Preparing for all programs by training staff and volunteers, maintaining inventory of supplies, and securing all physical space, as needed
• Conducting analysis of programming and the changing needs of audiences to update programs as needed
• Serving as a model for professional behavior, display courtesy, tact, discretion, good judgement, consideration, and respect

Weave quality entertainment through the guest experience by…

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  Developing and implementing high quality and engaging programs for all guests at Audubon Aquarium and Audubon Insectarium
• Supporting all staff and volunteers in proper animal handling practices and adherence to established guidelines
• Following animal safety protocols, confidently handling, interpreting, and training with ambassador animals
• Supporting L&E leadership in the development and implementation of evaluation tools for programs to reflect visitor interest and satisfaction and to identify future areas of growth
• Assisting in training methods to maintain and continue to improve the guest engagement volunteer placements and the guest experience
• Demonstrating a positive attitude and enthusiasm for collaboration
• Actively seeking out and participating in professional development opportunities as approved by supervisor
• Assisting in general education department and additional guest programming needs as necessary
• Supporting and collaborating with Guest Services, Operations and Animal Care teams to provide excellent customer service to all of our guests
• Supporting and collaborating with Marketing, Public Relations, and our Festivals team for special events and initiatives

Operate a financially self-sufficient collection of museums and parks by…

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  Effectively utilizing resources for strategic and financial efficiency and sustainability
• Supporting L&E leadership in the development of effective and purposeful budgets and maintaining responsible spending
• Supporting departmental grant funded programming by maintaining careful record keeping, providing clear and timely communications, and effective action planning for grant deliverables.

Educate our diverse audience about the natural world by…

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  Actively seeking local partnerships to develop, evaluate, and promote meaningful guest engagement programming and interpretation
• Actively collaborating with the L&E team to design and implement guest engagement programs and presentations directly related to our collection and conservation messages
• Actively seeking up-to-date information in informal educational methodologies and informal education trends

The above listed duties are general statements of required major duties and responsibilities performed on a regular and continuous basis. They do not exclude other duties as assigned.

To deliver on the Audubon service promise, the Guest Engagement Supervisor will:

Welcome

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  Make eye contact with every customer encounter, smile at every person, offer friendly phrases and greetings.
• Wear identification badge.
• Walk individuals to their destination instead of pointing; aid people who look confused.
• Assume ownership of potential safety hazards (wipe-up spills, pick up trash). Always have the camera-ready look.

Share

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  Maintain a positive attitude, pleasant tone of voice (remember it is not what you say, but how you say it).
• Coach coworkers on service expectations.
• Utilize the power of teamwork to give excellent service.
• Know when to involve management.

Inspire

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  Know the answers to questions or seek out the answers.
• Utilize proper phone etiquette (answer phone within three rings, smile before answering call, ask for permission and wait for response before placing caller on hold).
• Ensure work area is free of food, drink, socialization, and personal business.
• Follow Dress Code Policy on clothing and grooming.
• Keep unpleasant concerns behind closed doors (vent backstage).

Supervision: Supervises Guest Engagement Educators, Interns, and Volunteers

Experience:

• 3+ years working in an informal learning environment (preferably a zoo or aquarium) and demonstrated experience working in animal presentations and naturalist chats
• Experience with team leadership and coordination
• Demonstrated computer literacy and working knowledge of technology
• Demonstrated ability to relate and communicate effectively with youth and adults from diverse backgrounds
• Demonstrated ability to read, interpret, and communicate documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Proven ability to speak effectively before groups of guests and employees.
• Experience handling animals or ability to learn to handle animals including raptors, reptiles, aquatics, and invertebrates (all classes)
• Demonstrate ability to develop partnerships and good working relations with others
• Demonstrate knowledge of wildlife conservation and environmental issues
• Demonstrate awareness and understanding of customer service and service recovery
• Experience in animal training and enrichment strongly desired

Education: Bachelor’s degree required in Education, Biology, Zoology, Communications, Ecology, Environmental Education, or a related field, and/or equivalent work experience.

Licensure/Certification: Must have a valid, state-issued driver’s license

Physical Requirements:

• This position involves standing or walking for up to 2/3 of the day and the ability to carry items weighing up to 30 pounds
• Ability to pass annual TB tests
• Ability to perceive visual, odor, or behavioral changes in animals to determine changes in animals’ stress level or general wellbeing. Must have excellent peripheral vision, depth perception, and quick motor response for animal and audience control during presentations
• Must be able to reach above shoulder level, stoop and squat to retrieve kennels and animals, which also may require stepping on stools.
• Ability to speak loudly to crowds in a variety of situations included moderate to loud crowds
• Typical ability to collect and analyze numerical and written data and verbal information to reach logical conclusions and ability to determine the time, place and sequence of operations or actions required
• Regular talking and the ability to express and exchange ideas by means of language expected

Environmental/Working Conditions:

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  Ability to work under and handle stress in an appropriate manner required
• May be exposed to high, medium, or low noise intensity
• Constant contact with co-workers required
• Works effectively in a moderately noisy office
• Affinity for animals required
• Exposure to fluctuations in temperatures is required
• Exposure to extreme heat and outdoor conditions is required
• Must be able to work holidays, weekend and occasional after hour events

Other abilities, skills, knowledge:

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  Must be goal-oriented and self-motivated
• Must have willingness and ability to take initiative
• Must be able to manage multiple priorities and deadlines for a wide range of projects
• Must have exemplary written communications skills
• Must have exemplary presentation and oral communication skills
• Must have willingness to promote and practice Stand Out Service
• Must work effectively in a team environment
• Must have excellent interpersonal skills with ability to interact with all levels of staff, donors, visitors, and educators