Reservations Coordinator

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Full Time Naples, FL, US

3 days ago Requisition

The Reservations Coordinator plays a vital role in managing all aspects of zoo program reservations while also serving as a key contributor to the guest services team. This position requires a detail-oriented, independent professional who is equally comfortable handling daily reservations and guest communications.

The ideal candidate thrives in a collaborative environment, and seeks to take ownership of processes, elevate the department’s work, and bring fresh ideas that drive the organization forward.

• Manage all Zoo program reservations, including guided tours, field trip experiences, toddler programs, animal encounters, and camp programs.
• Manage reservation input and tracking in Gateway Ticketing Systems, Inc., while proactively reviewing processes to ensure they run on schedule; identify, document, and resolve system issues to prevent errors or delays.
• Serve as the primary contact for all park reservations, CRM, email, phone and work closely with our System Support team.
• Manage the phone line reservations, responding to inquiries, scheduling programs, and processing payments including check processing.
• Maintain Zoo calendars in collaboration with other departments to ensure accuracy and efficiency.
• Explore and develop opportunities with external partners (such as online travel agencies, hotels, tourism organizations, or other businesses) to expand ticket distribution, visibility, and revenue.
• Promote bundled offerings, or guest experience enhancements that drive attendance and engagement.
• Develop and prepare revenue and expense reports, attendance reports, and other financial/operational tracking as needed.
• Prepare and manage survey reports, evaluations, and program data using different survey platforms.
• Dive into data and reporting to identify guest behavior trends, seasonal shifts, and opportunities to improve business performance.
• Collaborate closely with the Guest Services team on projects, reservations, and guest services day-to-day support.
• Support organizational partnerships through effective communication and coordination.
• Provide administrative support as needed.
• Perform other related duties as assigned.

• Must have a minimum of one-year experience in customer service.
• Willingness to support the organization's Vision, Mission, and Values while providing exceptional guest service
• Ability to represent the organization in a positive and professional manner — intellectually, physically, and in writing
• Highly motivated, energetic team player with a positive attitude
• Flexible, fun, creative, responsible, dependable, and adaptable, with enthusiasm for all aspects of the role
• Able to identify and define problems, collect data, establish facts, and draw valid conclusions
• Able to think logically and solve problems with little or no guidance
• Proven ability to interact positively with staff, guests, and volunteers while maintaining an energetic, positive attitude
• Excellent organizational skills with the ability to multitask and remain flexible
• Able to remain calm under pressure and in emergency situations
• Able to create processes and procedures as needed
• Able to respond to inquiries, requests, or complaints from guests and staff in a kind and courteous manner
• Willing to work outdoors in all weather conditions
• Proficiency in Microsoft Office products
• Strong communication and interpersonal skills
• Able to work effectively as part of a team
• Must adhere to uniform policy and maintain a professional appearance
• Must…