Guest Services Manager at The Living Planet Aquarium – Draper, Utah

Position: Guest Services Manager

Reports To: Director of Guest Services, Safety, and Risk Management

Why Utah?

Utah is home to five national parks, world-class skiing and snowboarding, hundreds of miles of hiking and biking trails, and stunning deserts, mountains, and lakes, all within easy driving distance. Outdoor adventure is part of everyday life. The Salt Lake Valley consistently ranks high for safety, clean communities, short commute times, and family-friendly amenities. Draper offers a balance of suburban comfort and urban access, with downtown Salt Lake City just 15 minutes away. Enjoy all four seasons without extremes—sunny summers, colorful falls, snowy winters, and mild springs, perfect for both outdoor recreation and city living. Utah’s communities are known for being engaged, supportive, and service-oriented, making it easy for newcomers to feel at home.

About Loveland Living Planet Aquarium:

Loveland Living Planet Aquarium (LLPA) is a mission-driven institution dedicated to inspiring people to explore, discover, and learn about Earth’s diverse ecosystems. Founded in 1997, the Aquarium provides impactful educational experiences for guests of all ages and backgrounds.

Since opening its Draper, Utah facility in 2014, LLPA has welcomed more than 10 million visitors and delivered over 650,000 educational experiences to students. Home to over 4,000 animals representing 650 species, the Aquarium features immersive habitats from around the world, including coral reefs, kelp forests, the deep ocean, Antarctic waters, tropical rainforests, Asian cloud forests, and Utah’s freshwater ecosystems.

Accredited by the Association of Zoos and Aquariums (AZA) since 2019, LLPA is in an exciting phase of growth. With the opening of the Sam and Aline Skaggs Science Learning the Aquarium became the largest in the Mountain West and the fifth largest aquarium in the continental United States, offering expanded opportunities for education, research, and professional impact.

Position Summary:

The Guest Services Manager is responsible for leading daily front-line operations and supporting a high-performing Guest Services team. This role ensures efficient, consistent, and professional interactions with guests while maintaining a welcoming and organized environment. The Manager oversees team development, operational processes, and service standards to support a positive and seamless guest experience.

Qualifications:

• Bachelor’s degree preferred
• 2+ years of experience in hospitality, tourism, or guest experience-focused roles
• Previous leadership and team development experience preferred

Critical Skills/Competencies:

• Passion for delivering outstanding guest experiences and service excellence
• Strong leadership with a focus on coaching, mentoring, and team development
• Excellent interpersonal, communication, and conflict resolution skills
• Strong problem-solving skills with a guest-first mindset
• Ability to thrive in a fast-paced, dynamic environment
• Effective organizational and multitasking skills
• Proficiency in Microsoft Office applications
• Strong attention to detail and commitment to service consistency
• Ability to model professionalism, courtesy, and a positive attitude in all interactions

Essential Duties and Responsibilities:

• Support and manage a team including Guest Services Supervisors and 50+ Guest Services front-line team members during daily Aquarium operating hours to ensure all visitors are warmly welcomed and serviced during their visit
• Develop and implement consistent training programs that equip team members with the skills and confidence to provide exceptional service and meaningful guest engagement
• Responsible for administrative functions including: recruiting, interviewing, and hiring new Guest Services team members, issuing appropriate performance counseling, conducting annual reviews, reviewing timecards, and ensuring proper staffing levels
• Support scheduling and coordination of guest experiences (e.g., animal encounters, VIP tours) to ensure consistency and excellence
• Ensure accuracy and accountability in all transactions, including cash handling and reporting procedures
• Oversee and support training initiatives to ensure team members are prepared for their roles and responsibilities
• Provide ongoing coaching, feedback, and performance management to support team development
• Maintain operational readiness by monitoring supplies such as tickets, maps, and guest materials
• Collaborate with departments across the Aquarium to ensure a cohesive and high-quality guest experience
• Facilitate regular team and leadership meetings
• Step in to support Supervisors and team members on the floor when needed, modeling service excellence and team support
• Create and implement training documents and ensure each Guest Services employee receives consistent training
• Resolve, communicate, or escalate, all customer service issues to the Director of Guest Relations and Safety
• Other duties as assigned by Director of Guest Relations and Safety

Physical Demands of the Job:

• Extended periods of standing and walking
• Light lifting of 20-30 pounds may be required

• Frequent, high-level interaction with guests, members, donors, and team members
• Availability to work during Aquarium operating hours, including weekends and holidays

Benefits & Perks

• Comprehensive benefits package for full-time employees including:
  • Medical, dental, and vision insurance, plus optional FSA/HSA accounts
  • Paid time off & 12 paid holidays per year
  • Paid bereavement leave and paid new child leave (birth, adoption, or placement)
  • Employer-paid short-term disability; optional long-term disability coverage
  • Convenient onsite childcare (employees pay approximately 20% of the cost)
• 401(k) with match up to 4% - fully vested from day 1 of contribution
• Employee Assistance Program (EAP)
• Free Aquarium membership
• Discounts on tickets, gift shop, and café purchases
• Free and discounted animal encounters
• Pet insurance and discounts
• Footwear discounts
• Entertainment, travel, and retail savings through Tickets at Work

While this job description attempts to describe the essential functions of the position, it does not prescribe or restrict the tasks that may be assigned. It does not restrict management’s right to assign or reassign duties or responsibilities to this job at any time. The overall work environment while performing this job includes exposure to weather conditions and the noise level is usually moderate. The employee is expected to adhere to all policies and to act as a role model in the adherence to the policies.

The Living Planet Aquarium is proud to be an equal opportunity employer committed to creating an inclusive environment for all. We do not discriminate on the basis of age, race, color, ethnicity, national origin, ancestry, creed, religion, gender, gender identity or expression, sexual orientation, citizenship, physical or mental disability, medical condition, genetic information, marital status, veteran status, or military status. The Living Planet Aquarium is committed to ensuring individuals with disabilities are provided reasonable accommodation to participate in the job application and interview process. Should you require accommodations, please contact accommodation@livingplanetaquarium.org.