Job Summary:

Our team of Guest Services staff ensure that each guest has an enjoyable experience while exploring the EcoTarium's many exhibits and collections.

This is your opportunity to become a part of our customer service team as a Lead Reservations & Guest Experience Specialist.  We are seeking an experienced sales person and reservationist to work with our Manager of Guest Experience to provide assistance and process group sales, education sales, program sales, membership sales, reservations, and birthday party experiences.

The Lead Reservations & Guest Experience Specialist supports the group sales department through booking reservations, promoting the EcoTarium, and proactively building the earned revenue base that supports the educational mission of the institution. The Lead Reservations & Guest Experience Specialist serves as a secondary builder of tickets in the Altru database (particularly group sales and educational programs), working closely with the Manager of Guest Experience and other members of the staff on proper implementation and continual improvement (including documentation) of processes and policies utilizing the Altru CRM/POS. The Lead Reservations & Guest Experience Specialist sells admissions, programs, event rentals, memberships, store merchandise, book reservations over the phone and in person, as well as input data into the database. The Guest Services team is the primary contact for all guests to the museum and sets the tone for the overall experience.

In this role you will:

  • Provide an exceptional guest experience by being proactive in welcoming and offering assistance to everyone that participates in any portion of the sales and reservation process, and that enters the EcoTarium
  • Sell and book group sales, field trip programs, education programs and other earned revenue experiences, and event rentals via phone, email and other channels
  • Market and sell admissions, programs, memberships, and store merchandise as required
  • Manage inquiry requests regarding event rentals, programs, etc.
  • Process arrival details of incoming groups with Education department
  • Process rental details for facility rentals
  • Process reservations for group visits
  • Work with the Manager of Guest Experience to continually improve processes in Altru. Ensure proper documentation of all EcoTarium CRM/POS processes and policies
  • Reserve and track grant funded groups and monitor all requirements allowed under the grant, including booking buses
  • Manage all aspects of the birthday party program, including budgeting, staffing, training, program development with the program team, evaluation and analysis
  • Serve as point of contact for inquiries and emergencies in absence of Assistant Manager and other department leadership
  • Collaborate with other departments pertaining to events and exhibits
  • Proactively seek out new and returning business via email, phone, in-person booths and other vehicles, working closely with the education and marketing departments to gather information
  • Train all new Guest Experience Staff on Altru and reservations, gift shop and membership sales
  • Serve as Duty Manager

A successful candidate will have:

  • Demonstrated exceptional customer service skills with an eye to entire guest experience
  • Ability to inspire a passion for science and nature
  • Be a team player
  • Possess excellent multi-tasking skills, be detail oriented, and have exceptional organizational skills
  • Possess a high level of initiative
  • Have sound judgment and be able to take initiative quickly to resolve issues
  • High level of computer skills, attention to detail and cash management
  • Excellent interpersonal skills and proven ability to interact with people of all ages
  • Enjoy working in a fast paced environment, be flexible, and dependable
  • Experience working with diverse populations
  • Strong written and oral communication skills

 

Required Skills/Abilities:

  • High School Diploma or GED, Bachelor’s degree in a related field or equivalent experience preferred
  • Minimum 2 years’ sales experience, preferably in a museum, zoo or other cultural organization setting
  • Minimum 1 year of experience with integrated CRM/POS system (e.g. Altru)
  • Must be able to work both indoors and at an outdoor gatehouse or train station booth in any type of weather
  • Walking, standing, highly sensory and stimulating work environment due to constant interaction with guests
  • Must be able to lift and/or move up to 40lbs
  • Pass CORI, SORI and background check according to EcoTarium guidelines

Rate of Pay: $18.77/hour

 

The EcoTarium believes that science and nature are for everyone.  We recognize the incredible value of the diversity of the human experience and we are committed to making equity, diversity, accessibility, and inclusion imperative in how we operate.  We prioritize respect, inclusion, and opportunities for people of all backgrounds, lifestyles and perspectives.  We are an Equal Opportunity Employer and we prohibit discrimination of any kind.
Applicants with disabilities may contact Human Resources via telephone, e-mail, and other means to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact Patty Huzar (Director of Human Resources) at phuzar@ecotarium.org or 508-929-2700 ext 2708.

Instructions: Please fill out the form below to submit your application.

All applications require a cover letter and resume. Review begins immediately; applications accepted until position is filled. EOE.

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