SEA LIFE Education Shift Lead

What you'll bring to the team

Qualifications & Experience

SEA LIFE Education Shift Lead

Division: Gateway North America

Pay Grade: F

Department: Operations

Reports to: Guest Experience Supervisor(s); Guest Experience Manager

Position Summary: 

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

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.

Roles & Responsibilities

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 Education Host training in all primary guest experience focused areas within the attractions.

Maintain adequate documentation and training records for SEA LIFE Education 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, and snails.

Comfortable with providing feedback to front line education 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 the Supervisor on Duty (SOD) program 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. 

Qualifications & Experience

Background and Experience: 

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 Association of Zoos & Aquariums (AZA) 

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.

Benefits

About the Perks:

Working at Merlin Entertainments means access to incredible benefits:

• Healthcare benefits including medical, dental, vision, and more.
• 401(k) retirement account with corporate match.
• Annual paid time off benefits.
• 30% off Merlin retail stores, including other retail discounts.
• Complimentary tickets to all Merlin attractions worldwide for yourself, friends, and family.
• Career progression and skills development with job opportunities across the country and globally.

Pay Range

Salary : $18