Reservations Lead bei Great Lakes Science Center

Description

Reports to: Guest Services Manager

Direct reports: None

Position Type: Full Time, Exempt

Expected Hours of Work: Monday – Friday, 8:30 a.m. to 5 p.m.

Summary:

Play a key role in connecting school groups and campers with unforgettable learning experiences at Great Lakes Science Center. The Reservations Lead provides excellent guest experiences while assisting guests on the phone, on email, and in person with booking field trips, group visits, and registering for camps and other programs. This role is in an important position that requires familiarity with Science Center programs, and enthusiasm for our mission. The Reservations Lead efficiently and accurately completes reservations, processes payments, and provides detailed communication to ensure a high-quality experience on the visit date. The position serves as the primary reservationist for the organization, fulfilling reservation requests, and making outgoing calls to recruit field trips. The Reservations Lead is an onsite, in person position working directly with guests onsite, as well as over the phone and via email.

Essential Duties and Responsibilities

· Deliver excellent customer service experiences.

· Respond to phone and email requests to book field trips, group visits, and register for camps and other programs using the Altru       ticketing and reservation system.

· Collaborate with Education Department on making calls and reaching out to schools as needed to fulfil grant-funded opportunities for school visits and other programming. 

· Familiarity with Science Center programs, events, and group and school visit options to provide accurate information to guests, educators, and group leaders.

· Actively promote add-on purchases like workshops, DOME Theater films, and membership, in order to up-sell visits and generate additional revenue. 

· Provide detailed information to the Education Department regarding reservation details, as well as the Development Department regarding grant fulfillment. 

· Work with the Education Department to accommodate last minute reservation changes, additions, or requests.

· Assist the Education Department, especially the School Programs Manager and Guest Engagement staff with field trip greeting and day-of reservation needs. 

· Process and track payment information and coordinate with the Finance Department as needed. Clearly communicate payment deadlines to schools and groups and follow up on email and phone as needed.

· Provide support for Guest Services Supervisor in the Box Office with daily operations including providing documentation of group sales payments for finance reporting, assisting with opening and closing duties, and daily sales as needed. 

· Occasionally fill in for the Box Office Supervisor to lead daily Box Office operations, including opening and closing procedures, on a fill-in basis.

· Comply with all Great Lakes Science Center policies and procedures to ensure a safe environment for colleagues and guests.

Supervisory Responsibilities:

• This position has no supervisory responsibilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

Additional Eligibility Qualifications (K/S/A):

• Honest, reliable, customer focused and courteous individual with initiative who enjoys working in a fast-paced and fun environment.
• Candidate must be able to work closely and effectively with the general public, educational community, and Science Center staff while being friendly and outgoing.
• Has the curiosity to learn about Science Center attractions and programs and is able to communicate that to guests in an engaging and inclusive way.
• Excellent telephone and interpersonal communication skills required.
• Professional attitude required.
• Will train on Altru but swift competency development with software is required

Competencies: 

• Accuracy
• Customer service excellence
• Enthusiasm for STEM education
• Excellent communication skills on the phone, via email, and in person 
• Commitment to excellence

Equal Employment Opportunity Statement: 

It is the policy of GLSC to provide equal employment opportunities (EEO) free from illegal discrimination, harassment and retaliation to all qualified applicants for employment without regard to race, color, religious affiliation, sex (including pregnancy), sexual orientation, gender identity, or gender expression, national origin, ancestry, citizenship, immigration status, age, source of income, familial status, marital status, veteran or military status, genetic information, disability or any other basis protected by applicable law. GLSC complies with applicable state, federal and local laws governing non-discrimination in employment.

Salary Range:
$42,000-$46,000

Work Environment:

This job operates in a professional office environment onsite at Great Lakes Science Center. This role routinely uses standard office equipment such as computers, phones and photocopiers. 

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to handle or feel; and reach with hands and arms.

This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Education and Work Experience Qualifications:

Experience in customer service and sales strongly preferred.