Reservations Coordinator

Reservations Coordinator

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.

Essential Duties and Responsibilities:

• 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.

Qualifications and Experience:

• 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
• Strong cash-handling skills
• Able to work effectively as part of a team
• Must adhere to uniform policy and maintain a professional appearance
• Must adhere to company policies on behavior and conduct
• Must consent to a comprehensive background check
• Must possess a valid state driver's license
• Must be at least 18 years of age
• High school diploma or equivalent
• Multilingual preferred

Physical Requirements:

The employee must occasionally lift and/or move up to 25 pounds and stand for long periods of time. The employee is frequently required to use hands and fingers to handle, reach or feel and manipulate objects, tools or controls. The employee is occasionally required to sit, walk distances, balance, stoop, bend, kneel and crouch. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is regularly required to talk or hear.

Ability to work outside in weather conditions typical of South Florida.

Special Information:

Americans with Disabilities Act (ADA) Compliance

Naples Zoo is an Equal Opportunity Employer. The ADA requires Naples Zoo to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with the Human Resources Office.

As an Equal Opportunity Employer, Naples Zoo is committed to creating a diverse and inclusive company culture, and our team does not discriminate against candidates and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.

Employment Benefits:

• Medical, Dental & Vision Health Coverage
• Company paid Life Insurance policy of $25,000
• Supplemental insurance plans available (disability, GAP, accident, critical care)
• 403B Retirement and Investment Opportunities
• Accrued Paid Time Off
• Tuition Reimbursement Program available
• Holiday Premium Pay
• Employee Referral Bonuses
• Complimentary Zoo admission for employees and/or their families after 90 days of employment
• Complimentary and discounted admissions to 75+ Florida theme parks for employee and/or their families
• 30% Employee Discount at Naples Zoo Gift Shop & Zoo cafes