Administrative Assistant at St. Louis Aquarium Union Station

Role Summary

This position will serve as the first point of contact for many Aquarium guests, handling incoming calls, inquiries, and emails. Additionally, this role will play a vital role in managing guest reviews and addressing customer service issues with professionalism and efficiency. Finally, the position acts as office assistant, completing a wide variety of projects to support the Aquarium and Foundation Managers.

• Assist the Executive Director with work for the Foundation, including: i) quarterly board meeting logistics, communications, and meeting minutes, ii) coordination and distribution of H2O Friends Community Partner Program & Title I school field trip ticket tracking, correspondence, and approvals, iii) managing the use of the outreach van, and iv) coordinating community meetings.
• Complete activity forms for all events, programs, discounts and vouchers.
• Generating and pulling ticketing reports for tracking and guest communication purposes, updating event template specifications and parameters as needed.
• Update the internal calendar with all evening events, notices and activations, team birthdays, and anniversaries. Ensure the group sales department is updating calendar for group visits, discounts, birthday parties and sign dives.
• Answer phone calls for the St. Louis Aquarium, Ropes Course, Mirror Maze and Selfie Express and all related events.
• Answer general questions in a timely and accurate manner, keeping guest relations as a top priority.
• Using web-based software, keep track of all incoming guest emails and respond in a timely manner.
• Address guest inquiries, concerns, and complaints courteously and effectively, both through phone and web based email software.
• Monitor and manage online customer reviews across multiple platforms. Respond to both positive and negative reviews promptly.
• Collaborate with Guest Experience management to effectively resolve customer service issues. Follow up with guests to ensure their concerns have been satisfactorily addressed.
• Keep up to date with all new animals and programming within the Aquarium. Distribute incoming mail, delivery and courier packages. Place correct postage on outgoing US mail and have mail ready for pick-up by the designated time each day. Manage vendor relationships with other delivery and courier vendors and send out monthly member expiration reminders.
• Update the digital sign by the time clock with relevant information for the day.
• Maintain an inventory of office supplies and place replacement orders as needed.
• Gather information for, design and distribute a weekly internal email newsletter.
• Produce team achievement certificates, door tags and other signage as requested.
• Coordinate attendee communications, including confirmations, updates, and event reminders.
• Promote organizational events through local community calendars by creating, updating, and monitoring event listings.
• Manage donation requests and facilitate the distribution of in-kind contributions to nonprofits, charitable fundraisers, and community organizations.
• Assist team members with preparation of materials that can be efficiently handled at the administrative area. May include database input as well.
• Work closely with all internal and external departments to foster an outstanding and seamless guest experience throughout Union Station.
• Be part of a team that motivates and inspires each other to perform at their very best, through respect and frequent communication.
• Research and benchmark as needed.
• Other duties as assigned by the Operations Manager.

• Previous experience in an administrative/office assistant position preferred.
• Efficient in Microsoft Office applications & experience with marketing email platforms.
• Previous experience in composing meeting minutes or transcribing.
• Excellent verbal and communication skills required.
• Strong listening, presentation, and decision-making skills.
• Strong attention to detail and organization.
• Ability to anticipate guests’ needs.
• Technically minded, with ability to learn web-based customer service software.
• Creative problem solver who thrives when presented with a challenge.
• Energetic…