Reservations Coordinator

Salary: $41,000

Help connect school groups, families and campers with unforgettable learning experiences at Great Lakes Science Center. Reporting to the Reservations Supervisor, the Reservations Coordinator is the front line of reservations and often the first person a group leader talks to. The coordinator answers first inquiries and books visits, prepares for upcoming arrivals with welcome emails, greet sheets and schedules, and serves as the onsite contact for groups on the day of their visit.

Working within established reservation procedures, the coordinator handles routine bookings and day-of adjustments and brings exceptions to the Reservations Lead. While the Reservations Coordinator and Reservations Lead both answer inquiries, make reservations and take payments so each can cover for the other, the coordinator’s focus is the group’s experience from first contact through arrival. This position requires familiarity with Science Center programs and enthusiasm for our mission, and is an onsite, in-person position working with guests onsite, as well as over the phone and via email.

• Deliver excellent customer service experiences, upholding the guest service standards set by the Guest Services Manager.
• Maintain familiarity with Science Center programs, events, and group and school visit options, and promote add-on purchases like workshops, DOME Theater films, and membership.
• Respond to phone and email inquiries about field trips, group visits, camps, and other programs.
• Make reservations and complete registrations for group visits, field trips, camp and other programs.
• Process payments
• Send a welcome email to upcoming groups once final payment is received.
• Create and distribute greet sheets for the box office, and provide the Store and contractors (Levy, Lakeside) with daily and weekly field trip and group schedules.
• Greet groups on arrival, confirm final headcounts at check-in, and provide final counts to the Reservations Lead.
• Coordinate day-of changes with the Box Office, Guest Engagement and Education, and update reservations in Altru.
• Serve as an alternate contact for group leaders, face-to-face and otherwise.
• Resolve group reservation questions and concerns onsite, especially on weekends, working with the Guest Services Supervisor on duty.
• Send post-visit follow up or thank you messages after group visits, field trips and other programs.
• Provide coverage for the Reservations Lead as needed, following up on messages and tracking group leader questions for follow-up.

• None.

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.

• 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 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 written, telephone and interpersonal communication skills required.
• Professional attitude required.
• Comfortable with computers and able to learn reservation software quickly.

• Accuracy
• Customer service excellence
• Excellent communication skills on the phone, via email, and in person
• Teamwork and flexibility

This job operates in a professional office environment onsite at Great Lakes Science Center.…