Reservations Supervisor

The Reservations Supervisor, under the direction of the Reservations Assistant Managers and Sr. Reservations & Ticketing Manager is responsible for supervising reservations staff, Call Center, Box Office, Attractions, Phase II Reception Desk, WAB Reception Desk, and other areas as assigned. Responsible for overseeing accurate and speedy processing of walk-up and telephone orders for groups and individual sales. Must be proficient in all aspects of the Tessitura System, Avaya software, and any other software/platform used within Reservations.

Other responsibilities include, but are not limited to, staff training for all areas, supervise group reservations and sales functions, tracking group deposits and pre-payment, check for quality customer service via call audits and evaluations, supervise office recordings, and a variety of other administrative tasks. The Reservations Supervisor is also responsible for communicating departmental policies and procedures to staff.

• 2+ year’s customer service experience in ticketing, phone sales or reservations preferred.
• 1+ year’s supervisory and administrative experience preferred.
• Demonstrate thorough understanding of California Science Center exhibits, and daily operations.
• Possess working knowledge of all office and workstation equipment and software, including the Avaya Phone System, Tessitura ticketing system, Microsoft Office 365, Excel, Microsoft Word, Power Point, etc.
• Ability to maintain exceptional attendance.
• Energetic team player w/strong oral, written, and interpersonal and customer relations skills required.
• Ability to implement and train staff in policies, guidelines and procedures.
• Ability to assist guest with limited English proficiency and/or guests with disabilities in accordance with established policies and legal guidelines.
• Excellent organizational, analytical, and strong sense of urgency, initiative and ability to work independently and as part of a team.
• Minimum typing speed of 40 WPM required.
• Ability to interact effectively with the general public, members, volunteers and other constituents.
• Strong sense of initiative and ability to work both independently and as part of a team.
• Proven skills in supervising, coaching and motivating staff.
• Ability to work a flexible schedule that includes Saturday’s, Sunday’s, holidays and some evenings required.

• Supervise and maintain accuracy in inputting reservations.
• Effectively supervise guest calls and staff in areas to minimize wait times and make recommendations accordingly.
• Update the auto attendant with new film information, special scheduling, etc. in a timely basis.
• Track habitual guest/reservations problems for resolution and keep the area leadership informed.
• Troubleshoot system problems and report any issues to leadership.
• Use supervisory and leadership skills to assist in training, motivating, and developing staff.
• Assist with supervising the established operational procedures.
• Supervise work area to make sure all sales, deposit checks and paperwork is completed daily.
• Assist with supervising downtime of reservations staff to a minimum.
• Train staff on our ticketing system, attractions, reception desks, and enforce related policies and procedures.
• Ensure staff is cross trained in all areas.
• Issue incentive punches in accordance with the incentive program.
• Maintain office supply levels and report any shortages to leadership.
• Demonstrate organizational ability to work on multiple projects to meet all deadlines and to prioritize workload and establish goals.
• Complete daily uniform checks and address/report staff issues accordingly.
• Communicate any staff or guests’ issues immediately to leadership.
• Act as a leadership role model in appearance, attendance and performance to…