Guest Experience - Reservations Specialist at Science Center!

Job Description

Job Description

Join our Guest Services team! The Reservations Specialist (40 hours per week) plays a key role in helping guests plan their visits by providing accurate information about exhibits, events, IMAX theater films, memberships, and all activities at McWane Science Center. This position also follows up on sales leads by phone and email, manages incoming calls and enters reservation details into a software system. In addition, the Specialist welcomes and assists reserved groups upon arrival.

This role is primarily scheduled Monday through Friday, with occasional weekend shifts.

Accountabilities and Major Duties

1. Accurately handle all phone, online and e-mail inquiries regarding any reservations (group, school or general).
2. Provide friendly, professional service to all guests.
3. Understand and be able to communicate clearly to customers all vital information regarding programs, exhibits, events, IMAX films, other McWane Science Center activities and areas as well as McWane Science Center policies.
4. Follow-up sales leads via phone or email.
5. Suggest and sell education and/or IMAX programs or items that meet the specific needs of prospective visitors.
6. Assist department with placing follow-up calls to encourage repeat visitors.
7. Resolve any guest issues in accordance to company policies and procedures in a patient and friendly manner.
8. Partner with other departments in regard to special reservations requests in a timely manner.
9. Greet all incoming groups by speaking on buses, in lobby, etc.; organizing their entry into the facility, collecting and transporting lunches; and assisting with wayfinding. This duty represents approximately 30% of the position with an increase during heavier visitation times.

Minimum Qualifications

1. Excellent customer service and communication skills with the ability to work effectively to meet the customers’ needs.
2. Strong communication and interpersonal skills.
3. First-contact customer service experience preferred.
4. Call center or reservations experience (bilingual preferred).
5. High School Diploma or equivalent.
6. Some weekend work may be requested throughout the year.
7. 3+ years computer experience: working knowledge of programs including, but not limited to: Microsoft Office, Microsoft Outlook and internet functions.
8. Organized and efficient work habits with strong attention to detail.
9. Capable of working in fast paced environment with distractions with or without supervision.
10. Must be at least 18 years of age.

Minimum Physical Qualifications

1. Ability to sit/stand for extended periods of time without being able to leave the work area.
2. Ability to perform work using computer for extended periods of time.
3. Ability to climb stairs in performing the work.
4. Ability to speak clearly.
5. Ability to hear and use a headset for extended periods of time.
6. Visual acuity.
7. Ability to push or pull up to 100 lbs.
8. Ability to lift up to 50 lbs.

Benefits include health, dental, vision and life insurance; 403(b) retirement savings plan including company match; paid time off; FREE membership and FREE IMAX Theater screenings; discounts in our gift shop, camp program, IMAX theater and food service; and on-site parking.

We look forward to hearing from you!

McWane Science Center, a non-profit organization, houses four floors of hands-on science exhibits along with an IMAX Dome Theater with laser projection and gift shop. Please visit our website at EOE.

Company Description

McWane Science Center, a non-profit organization, houses four floors of hands-on science exhibits along with an IMAX Dome Theater with laser projection and gift shop. Please visit our website at EOE.