New England Aquarium
  • Box Office
  • Boston, MA, USA
  • Full Time Temporary/Seasonal

Do you enjoy working in a fast paced customer service environment? Do you enjoy front-line visitor interactions and serving as a resource to others? Are you passionate about the blue planet and protecting our ocean? 

The New England Aquarium is currently hiring for a full-time Shift Leader in our Box Office and IMAX Theatre Ticket Offices. Our Shift Leaders play an important role in providing a high level of service to visitors at our Box Office and in our IMAX Theatre while maintaining a safe, fun, and educational environment that supports the Aquarium's mission, and promoting Aquarium programs and IMAX films.


There are two schedules avaliable
Friday - Tuesday, working 35 hours weekly.
Thursday - Monday, working 35 hours weekly. 

*Please note this is a Seasonal position with a targeted end date of Labor Day Weekend (September 4, 2018)*



The Shift Leader works with the Supervisor to oversee the staff and general operation of the main ticket booth and/or IMAX theatre. Responsibilities include the following:

1. Oversees, trains and monitors cashier/host staff in the two ticket booths and the IMAX Theatre and ensures that they are completing their assigned tasks and duties appropriately. Reinforces department policies and reports any staffing issues to the supervisor on duty. 

2. Demonstrates consistently high standards of interaction with visitors and fellow staff members by providing excellent customer service as detailed in the Box Office Standards. Leads by example.

3. In conjunction with a Box Office Supervisor, resolves any customer service issues regarding policies or conflicts that may occur. Schedules daily duties for cashiers/hosts in all areas of the department. 

4. Responsible for knowing and informing cashiers of all discounts, coupons and promotions that pertain to the ticketing function and overseeing redemption of same. Calmly handles customer complaints; voids and corrects transaction errors. 

5. Responsible for the daily opening and closing procedures for the main ticket booth, and/or IMAX box office, including inventory of supplies, City Passes, gift certificates, and ticket stock.

6. Prepares theatre for daily operations: checks security of building, turns on/off all AV equipment and computers; oversees theatre lobbies, bathrooms and stairwells, ensuring that they remain clean of trash; completes financial and operational paperwork (i.e. staff daily assignments, and deposits of box office sales) and reports any discrepancies and logistical errors to senior management. 

7. Up-sells to combo tickets for all venues; ensures that cashiers do the same. Functions as a Line Facilitator directing and assisting visitors as they enter the Plaza and ticketing queues. Greets and organizes groups that enter the plaza area. 

8. Performs opening and closing speeches for each IMAX film and other announcements as necessary. Performs all hosting and cashiering job requirements as needed. Performs other position-related duties as assigned. 

9.  Manages any unforeseen situations such as, robbery, fire, theft, alarm testing, power outages, lightning strikes and elevator repairs when there are no supervisors on duty. Coordinates theatre operations when technical difficulties alter the film schedule. 


Minimum Training and Experience

• Minimum of High School Diploma required; college degree or some college studies preferred. 
• 2 years job-related experience required.
• 1 year of supervisory experience required.

Knowledge, Skills, and Abilities

• Cashiering skills and customer service experience in a fast-paced high volume environment. 
• Excellent interpersonal skills and ability to communicate calmly and effectively while under pressure. 
• Comfortable with large crowds and the ability to multi-task in a busy environment. 
• Excellent problem solving skills. 
• Able to maintain an energetic, friendly, positive and welcoming demeanor for all guests and staff. 
• Passion and commitment to the mission of the New England Aquarium. 
• Knowledge of multiple languages is a plus. 
• Strong public speaking skills desired. 


*This position is subject to passing a Massachusetts CORI and SORI background screening check.*


For more information and to apply online please visit: 

New England Aquarium is committed to diversity in the workplace and is an Equal Employment Opportunity Employer as defined by the EEOC.

New England Aquarium
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