Greater Cleveland Aquarium - Guest Experience Lead

A Legacy of Excellence

Entertaining Your World

Jacobs Entertainment, Inc. (JEI) is a developer, owner and operator of gaming and entertainment facilities across the United States. Core to the company's value is our commitment to ethical leadership, outstanding training, and open employee communication.

Jacobs Entertainment is currently in search of a "Guest Experience Lead" for The Greater Cleveland Aquarium. Greater Cleveland Aquarium energizes curiosity for aquatic-life and the environment with up-close encounters, education programs and themed galleries that take guests around the world. Located along the Cuyahoga River in the historic FirstEnergy Powerhouse, industrial brick architecture is juxtaposed with imaginative fresh and saltwater habitats. It is the only freestanding aquarium in Ohio.

Our employees are supported with a comprehensive benefits program that include the following:

• $200 Referral Bonus
• Tuition Reimbursement
• 7 paid Holidays
• 80 hours of Vacation after 1 year of employment
• 48 Hours of Paid Sick Leave available immediately and renews annually
• We offer a variety of affordable medical, dental, vision and flexible spending account plans after 60 days
• Employee Assistance Program FREE of charge
• Company paid Life Insurance and AD&D
• Matching 401K program after 90 days
• Ongoing learning and development programs
• Work towards your future advancement within the company-most of our supervisors and managers are promoted from within

Essential Job Responsibilities and Duties:

• Partner with the Director of Guest Experience to recruit, hire, schedule and guide Guest Experience Associates, keeping daily operations, events and guest-facing areas running smoothly with informed, confident team members
• Guide Guest Experience Associates in following operational procedures while modeling professional, positive and guest-focused service
• Reconcile ticketing revenue, cash drawers, system reports and daily deposits accurately and in accordance with established procedures
• Support admissions, memberships, renewals, events, programs and gift card sales by processing transactions accurately, promoting membership benefits and helping meet department goals.
• Respond to guest care needs, including first aid, emergency evacuations and lost and found.
• Maintain safe, clean and organized guest-facing workspaces; replenish supplies as needed and identify service, presentation, maintenance, safety, signage or cleanliness concerns for follow-up
• Stay active on the floor by monitoring guest-facing areas and guest flow during peak periods, school groups, events and high-volume days; engage with guests, resolve concerns when appropriate and adjust coverage needs as needed
• Conduct vault audits, maintain cash-handling documentation and submit change order requests to support daily operational cash needs
• Share operational issues, guest feedback and improvement opportunities with leadership
• Demonstrate sound judgment, flexibility and problem-solving skills in a fast-paced guest environment
• Assist with opening and closing procedures for Guest Experience areas, including readiness checks, cash drawers, equipment and guest-facing spaces
• Communicate daily updates, policy reminders and operational priorities

Skills, Education and Other Requirements:

• High school diploma required; related college degree preferred
• Two years of customer service experience required; supervisory and cash-handling experience preferred
• Comfortable in a fast-paced, guest-facing environment with strong communication, public speaking and informal guest engagement skills
• Able to accurately process transactions, count revenue, reconcile totals and maintain attention to detail when handling reports and deposits
• Proficient with computers, Windows-based applications and point-of-sale software
• Courteous, flexible, dependable, solution-focused and able to manage multiple priorities with initiative
• Enjoys teamwork, guest interaction and learning about conservation, aquatic animals and interpretation
• Committed to enthusiastic, guest-focused service and appropriate handling of confidential information
• Available to work weekends, evenings and holidays as assigned
• Willing to become certified in First Aid, CPR and AED use
• Demonstrated leadership, coaching and team coordination skills, including the ability to share timely information with team members and leadership
• Able to calmly resolve guest concerns, use conflict resolution and de-escalation skills, and make sound decisions during busy periods, emergencies or high-volume situations
• Must carry and use a radio while on duty
• Must pass a background check and pre-employment drug screening
• Identification that establishes identity
• Identification that establishes the right to work in the United States