Audubon Nature Institute Inc New Orleans , LA 70130
Posted 7 days ago
Position Title: Guest Engagement Specialist
Department: Learning & Engagement
Reports To: Guest Engagement Supervisor
Location: Audubon Aquarium & Audubon Insectarium
NOTE - This position is grant funded and will run through May 31, 2025. This position does have the potential to extend into a permanent position beyond that date.
General Summary: Guest Engagement Specialists ("Specialist") are integral members of the Learning & Engagement (L&E) team and enhance the experience of our visitors at the Audubon Aquarium & Audubon Insectarium. Specialists deliver engaging informal and interpretive programming that inspires and strengthens a connection to our conservation goals. Responsibilities for this position include but are not limited to delivering chats and demonstrations throughout the Aquarium and Insectarium, presenting live animals for interactive encounters, working collaboratively with animal staff to support contact areas and other formal demonstrations, assisting with supervision and training of volunteers, supporting special events and more.
Guest Engagement Specialists may support other programming needs in the L&E department as needed.
To deliver on the Audubon mission, the Guest Engagement Specialist will:
Provide a guest experience of outstanding quality by…
Delivering engaging, hands-on informal and interpretive programs for guests of all ages
Preparing and setting up for all programming
Understanding the significance of their role and how they can make a positive impact on our guests
Providing proactive, friendly communication and striving to anticipate guests' needs and desires
Communicating issues or concerns to the Guest Engagement Supervisor in a timely manner
Working in a cooperative manner with the animal care team and respecting the Ambassador Animal collection spaces, protocols, and equipment
Working collaboratively with front of house departments (Animal Staff, Guest Services, Facilities, etc.) to identify opportunities to improve guest experience
Educate our diverse audience about the natural world by…
Delivering informal programming and events throughout the year
Supporting the Guest Engagement team to design and implement programs and presentations directly related to our collection and conservation messages
Supporting the development and delivery of programming for non-routine special events
Actively seeking up-to-date information on informal education methodologies and trends
Actively seeking out and participating in professional development opportunities as approved by supervisor
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 Educator will:
Welcome
Make eye contact with every customer encounter, smile at every person, offer friendly phrases and greetings
Wear an 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 a camera-ready look
Share
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
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: This position may assist in the supervision of volunteers and interns as needed
Experience:
1-3 years working in an informal learning environment and demonstrated experience working in animal presentation and naturalist chats preferred
Demonstrated experience in effective communications with youth and adults from diverse backgrounds
Experience handling animals or ability to learn to handle animals including birds, mammals, and invertebrates
Experience in operant conditioning training and enrichment strongly desired
Education:
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:
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:
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
Audubon Nature Institute Inc