Aquarium Operations Executive

Malta National Aquarium is currently looking to recruit an Aquarium Operations Executive to join their team on a full-time basis.

GENERAL PURPOSE OF POSITION:

The Aquarium Operations Executive will lead the front-of-house team at the Malta National Aquarium, ensuring exceptional customer experiences and overseeing daily operations to maintain the highest quality of service. This dynamic role will focus on delivering an engaging visitor experience, managing events, supporting and developing staff, and optimizing operational performance within budget. The Operations Executive will also play a key role in promoting and implementing new initiatives, events, and programs that enhance visitor engagement and help achieve the aquarium’s mission.

MAIN DUTIES AND RESPONSIBILITIES:

• Oversee and manage all front-of-house operations, including admissions, ticketing, guest services, and retail
• Ensure a welcoming, efficient, and engaging experience for all visitors, focusing on quality service and addressing any issues that arise promptly
• Dealing with formal and informal customer complaints
• Provide hands-on support to front-of-house staff, covering shifts or roles as needed to maintain smooth operations during peak times
• Team Leadership and Development
• Recruit, train, and mentor a team of front-line staff, ensuring alignment with aquarium values and commitment to service excellence
• Conduct regular evaluations and provide ongoing coaching and development opportunities
• Foster a positive, collaborative work culture that encourages teamwork, accountability, and high morale among staff
• Event Planning and Execution
• Work closely with the other department to plan, promote, and execute events that attract and engage visitors, such as educational programs, special exhibits, holiday events, and functions
• Coordinate event logistics, staffing, and resource allocation to ensure successful and memorable visitor experiences
• Continuously evaluate the effectiveness of events, gathering feedback and data to enhance future programs
• Budget and Resource Management
• Develop, monitor, and manage the front-of-house budget, including payroll, operational expenses, and inventory
• Identify and implement cost-saving measures without compromising service quality
• Visitor Experience and Quality Control
• Maintain high standards of cleanliness, safety, and presentation in all visitor-facing areas, working with maintenance team to address any issues
• Regularly review and refine visitor service procedures, ensuring that the front-of-house team consistently delivers an outstanding experience
• Analyze customer feedback, surveys, and performance metrics to identify areas for improvement and develop action plans to address them
• Collaborate with the management team to introduce and implement new programs and initiatives that align with the aquarium’s goals and enhance visitor engagement
• Assist in promoting new programs, exhibits, and initiatives to maximize reach and attract diverse audiences.

KNOWLEDGE, EXPERIENCE AND EDUCATION REQUIRED:

• Minimum of 3 years in operations management within a customer-focused industry
• Strong organizational skills, with the ability to manage multiple priorities and remain calm under pressure
• Strong leadership, team building, and people skills
• Excellent problem-solving abilities and decision-making skills
• Positive, customer-focused attitude with a commitment to delivering exceptional visitor experiences
• Creative and forward-thinking approach to program development and service enhancement
• Demonstrated ability to work effectively in a team-oriented environment
• Excellent written and verbal communication skills
• Proficiency with Microsoft Office Suite
• Flexibility to work weekends, holidays, and special events, as required by the aquarium's operating schedule
• A passion for conservation, education, and public engagement.