Reservations Manager

Reservations Manager
Reports to: Senior Manager of Data & Analytics
Status: Full-Time, Exempt
Salary: $48,000

Job Summary
The Reservations Manager is responsible for overseeing and managing the Reservations Department and for the logistical coordination of all Discovery World group and school visits, educational programming bookings, and public programs or camp bookings. Duties will include scheduling, invoicing, communicating with reservation contacts, maintaining all databases, and providing support to the Education, Guest Services, Membership, and Marketing Departments.

Essential Duties and Responsibilities include the following.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other minor duties may be assigned.

  • Oversee department staff in day-to-day operations and ensure constant delivery of excellent customer service.
  • Lead, assist, evaluate, motivate, and train department staff in proper sales and reservations techniques and functions; give support and delegate tasks as appropriate.
  • Professionally and effectively handle customer inquiries.
  • Be well versed in and field phone calls and emails regarding group and school visits, program details, and general museum inquiries.
  • Responsible for the reservation, sale, and scheduling of all Discovery World visits and programs.
  • Use Altru Ticketing Software to sell, process, and track reservations, orders, schedules, and payments.
  • Develop strong proficiency with Altru Ticketing Software to assist patrons quickly and efficiently and to maintain and keep clean and concise records of all orders and reservations.
  • Maintain cleanliness and accuracy of all shared databases, spreadsheets, and documents.
  • Troubleshoot problems regarding reservations, group visits, and customer complaints via phone, email, and in-person, effectively and with diplomacy.
  • Work with all internal departments to ensure quality experiences for all visitors and groups and to organize and modify schedules and program offerings to optimize registration processes and program revenue.
  • Act as liaison between departments and departmental managers to communicate group and program information and/or changes to schedules.
  • Maintain positive relations and constant communication with Discovery World patrons and staff.
  • Contribute to a positive, supportive team environment where all staff members can be successful.
  • Other duties as assigned and/or required.

Work Environment
Listed below are required key points regarding the environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

  • Required to use motor coordination and finger dexterity in conjunction with computer and machine usage for most of the workday.
  • Required to speak to customers via telephone, email, and/or in-person.
  • May be required to lift objects up to 30 pounds.
  • May be exposed to physical occupational risks (cuts, burns, exposure to toxic chemicals, etc.) in rare circumstances.
  • May be exposed to a physical environment which involves dirt, odors and noise in rare circumstances.
  • The normal setting for this position is an office setting.

Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job. 

Education and Experience

  • Bachelors degree or 4+ years of experience in group sales environment.
  • Previous sales, administrative and/or customer service experience required. Experience in a museum or non-profit setting preferred.
  • Experience with the Altru Ticketing System or other similar ticketing/reservation system preferred.
  • Experience with database management preferred.
  • Experience with money collections preferred.
  • Prior management experience preferred.

Other Knowledge, Skills, or Abilities Required

  • Excellent interpersonal, written, and verbal communication skills.
  • Strong customer service skills.
  • Exceptionally organized and possess a high attention to detail.
  • Possess the ability to meet deadlines, multi-task, work under tight schedules, and competing priorities.
  • Strong work ethic and ability to work independently with minimal supervision.
  • Strong problem-solving, analytical, and time-management skills.
  • Established team player who is flexible, adaptable, able to take direction, and works well with others.
  • Working knowledge and proficiency in Microsoft Office Suite programs including Microsoft Word, Excel, and Mail Merge.

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