At the Monterey Bay Aquarium, we are passionate about creating an inclusive workplace that celebrates and values diversity. We firmly believe that having a team of diverse backgrounds and voices, working together, increases our capacity to serve our visitors and fulfill our mission.  We welcome people from all walks of life into our team and strongly encourage people of color, LGBTQ+ individuals, veterans, and people with disabilities to apply.

Job Summary:

Under moderate supervision, provide exceptional hospitality through guest interactions in several pre and post visit communication channels. Assist Aquarium guests over the phone and online with reservations, transactions and visit planning. Provide in person service by staffing reception and select floor stations as needed. Respond to general inquiry emails. Perform other duties as required. Bilingual positions only require the ability to write/speak fluently in Spanish.
This is often the guests’ first point of contact and a critical time to model great hospitality. These personalized interactions demonstrate a high level of service and prepare guests up for an exceptional visit.

Core Activities: 

• Provide customer service phone support, while upholding the highest standards of hospitality.
  • Offer information about the Aquarium and local area
  • Process ticket sales, exchanges, and refunds
  • Process new group reservations, fee-based programs, new memberships
  • Update and create member and guest accounts
  • Assist members with reservations, purchases, renewals and account troubleshooting
• Respond to 1st tier emails on behalf of the Aquarium and several different focus areas (e.g. Education, visit planning, order assistance, visitor feedback, animals and exhibits), working from established service level agreements.
• Maintain an ongoing knowledge of the Aquarium’s exhibits and programs as well as common information related to the Monterey area.
• Provide in person reception and will call services; support onsite group check in.
• Provide additional operational floor support as needed.
• Provide suggestions to enhance guests’ overall visit (e.g. relevant programs or membership, parking information, accessibility resources, local attractions).
• Collect data on interactions to inform training materials and updates to the website and/or general phone recording. Suggest enhancements or changes to processes and procedures to increase team performance and guest experience.

Preferred Knowledge, Skills & Abilities (KSAs):

• Associate degree or equivalent combination of education, training and experience
• One year hospitality or customer service experience
• Excellent oral and written communication skills
• Ability to work within the Aquarium Brand and Identity Guidelines
• Proficiency in PC environment and strong working knowledge of MS Office suite
• Knowledge of Tessitura ticketing system or Freshservice Service Management system
• Ability to converse in another international language (Spanish, Chinese, Japanese, French, German, Portuguese, etc)
• Must be comfortable in fast-paced, high-volume environment
• Available to work both weekdays and weekends, as well as holidays
• Ability to work within, and maintain Monterey Bay Aquarium’s Core Values

Physical Requirements to Perform Essential Job Functions:

• Typical office equipment
• Constant sitting, standing, walking, bending
• Occasional unassisted lifting up to 50 lbs
• Typical office environment, main aquarium and exhibits, occasional offsite events

Hourly Compensation Range:

$23 USD per hour. Starting rate will vary based on previous experience and relevant skills/knowledge set.