Reservations Coordinator

Adventure Science Center

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Job Summary

POSITION OVERVIEW

This position is responsible for a variety of administrative and sales duties, including managing incoming calls, booking reservations, collecting payments, scheduling programs, and checking in/greeting groups at Adventure Science Center.  The Reservations Coordinator is responsible for providing outstanding customer service when communicating with all guests and staff.  The position will keep up to date on Learning and Outreach programs, offerings, pricing, and schedules in order to effectively assist customer inquiries and book their experiences. Primary schedule is Monday – Friday.

Job Responsibilities

ESSENTIAL FUNCTIONS:

Sales and Reservation Duties

• Book group reservations for on-site schools visits, groups, outreach programs, virtual programs and birthday parties, adding on planetarium shows, labs/demos, lunchroom rentals, etc.
• Conduct and organize groups check-in, orientation, lunch reservations and program coordination
• Coordinate with Learning & Outreach team regarding available programs, timelines, and staffing
• Create, send invoices/itineraries, and take payments for school groups, outreach visits, virtual programs, and birthday parties
• Communicate effectively and professionally with teachers, principals, parents, and community organizations
• Create and execute group reservation confirmation communication timelines and processes
• Assess, evaluate and improve reservation materials, communication collateral, and field trip resources
• Assist callers with general Learning and Outreach inquiries  
• Organize and create Outlook calendar invites with planetarium staff regarding added school planetarium shows and with operations staff on room reservations/use

Phone Operator Duties 

• Manages the reservations phone line and inquiry emails ensuring the highest standards of guest service.
• Provides accurate information in all communications, sourced through strong relationships with various departments. Forward call to appropriate staff member as needed.
• Maintains both a call answered and voice message log. Identifies common questions or inquiries that can improve communication on the website, phone auto-attendant, etc.

Database and Reporting Duties

• Enter group reservation payments into Altru ticketing system – checks, cash, credit cards
• Ensure Altru Groups calendar is up-to-date and accurate 
• Run email lists in Altru as needed.
• Run sales reports as needed.
• Transfer pertinent information as needed to weekend L&O staff, operations, front desk, L&O manager regarding programs during non-standard operating hours (ie, Birthdays, Family STEM Events, etc)

Customer Service

• Anticipate guest needs and solve issues or concerns with positive, courteous, respectful, professional attitude.
• Exceptional telephone etiquette and demeanor demonstrating positive attitude, patience, helpful, courteous, respectful, professional, and service oriented attitude at all times.
• Exhibit proficient knowledge of customer service principles, techniques systems and standards.
• Proactively engage guests in inspiring interactions while showing genuine enthusiasm about ASC.
• Cross-trained for guest and member services, acting as a substitute representative during busy periods or for absent team members.

Qualifications

SPECIFIC JOB KNOWLEDGE, SKILLS, ABILITIES

• Effective organizational skills, outstanding interpersonal skills and ability to interface with multiple personalities
• Must be detail oriented with strong sense of accuracy
• Must be available any of the seven days of the week for day or evening shifts, based on schedule.
• Ability to work in a fast paced environment while organizing work and achieving excellent results
• A strong sense of responsibility coupled with a “problem solver” attitude.
• Must have outstanding customer service skills and be guest focused at all times.
• Strong presentation and communication skills, both written and oral. 
• Self-starter and great at multitasking
• Must be able to work in a team as well as be able to work independently.
• Willingness to adhere to professional standards and practices, especially with regard to guest experience customer standards.
• Exhibit adaptability and creativity.
• Microsoft Outlook – email and calendar functions
• Microsoft Word – write letters; merge, update, save and email documents
• Microsoft Excel – create and maintain basic Excel worksheets
• Database – point of sale, reservations, data entry and reporting

SPECIAL CONDITIONS

• Must be at least 18 year’s old

• Must be capable of general physical movement i.e. standing and bending throughout the day.
• Availability to work peak days and hours, combination of weekdays, weekends and holidays.

QUALIFICATIONS

• Preferred previous guest relations experience
• High School diploma, some college a plus
• 2 years of office experience, preferably in a non-profit environment
• Strong customer service skills
• Be able to work independently
• Possess strong communication and interpersonal skills
• Be reliable, flexible and personable
• Willingness to take initiative and make decisions in customer service

Additional Information

Benefits

How to Apply

TO APPLY:

To be considered for this position, applicants must meet qualifications, submit a cover letter (outlining experience and how it relates to the job description), resume, and contact information for three professional references to rsellers@adventuresci.org. Electronic submission is required for all materials. To expedite processing, please reference “Reservations Coordinator” in the subject line of your message. No phone calls, please. Due to the volume of applications received, we will only contact candidates selected for interviews.

Adventure Science Center is an Equal Opportunity Employer

Details

• Date Posted: May 13, 2022
• Type: Full-Time
• Job Function: Administrative
• Service Area: Arts / Culture
• Start Date: 05/30/2022
• Salary Range: $15 per hour
• Working Hours: 40hrs/wk; M-F, 8:30am-5:00pm