Reservations Coordinator

Great Lakes Science Center; Cleveland (OH); On-site; USD 41,000 - 47,000; Full time

Job summary

Great Lakes Science Center in Cleveland is seeking a Reservations Coordinator to be the front line for group visits, field trips and camps. You'll answer inquiries, book visits, process payments, and prepare welcome materials for arrivals onsite and by phone/email.

This onsite, in-person role requires excellent customer service, strong communication, and comfort with reservation software. You will coordinate with box office and staff to ensure a smooth guest experience and accurate headcounts.

Qualifications

• Experience in customer service required.
• Experience with reservations or ticketing is preferred.
• Ability to communicate clearly by phone and email.
• Detail-oriented and able to work in a fast-paced environment.

Responsibilities

• Deliver courteous customer service and manage guest expectations.
• Respond to inquiries about group visits and programs.
• Make reservations, registrations and process payments.
• Prepare welcome emails, greet sheets and schedules for arrivals.
• Coordinate day-of changes with box office and staff.
• Greet groups on arrival and verify headcounts.

Skills

Customer focus

Excellent communication

Professional demeanor

Computer literacy

On-site service

Tools

Reservation software

Job description

Description

Salary: $41,000

Summary:

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.

Essential Duties and Responsibilities:

• 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.

Supervisory Responsibilities:

• 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.

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 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.

Competencies:

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

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 required.
• Experience with reservations, ticketing, or payment processing preferred.

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.