POSITION DESCRIPTION

POSITION TITLE: Group Bookings Coordinator
REPORTS TO: Director of Mission Engagement
STATUS: Part-Time (20 hours/week), Non-Exempt
JOB SUMMARY: The Group Bookings Coordinator is the first point of contact between the Aquarium and our groups/schools prior to their visit. Quality customer service is the single most important factor for this position. The coordinator makes reservations for education programs and group/school visits, schedules programs, provides materials, and notifies participants and instructors.

KNOWLEDGES, SKILLS AND ABILITIES (MINIMUM LEVELS)

Knowledge of

• Customer service best practices
• Communications strategies/dynamics and problem-solving techniques
• Strong communication and interpersonal skills, ability to incorporate different perspectives, and work with a diversity of people.

Ability to

• Represent the Aquarium on the phone
• Effectively organize work, manage time, prioritize tasks, and follow both written and oral direction
• Be responsive to and communicate effectively with internal and external stakeholders served or impacted by programs
• Use computers and standard, commonly accepted computer programs (MS Office products) is required
• Work under limited supervision and as a member of a team.

ATTENDANCE REQUIREMENTS:

Compliance with appropriate company standards is required.
Job Type: Part-time
Expected hours: 20 per week
Work Location: In perso

1. Provides quality customer service both on the phone and through electronic communication. Receives and responds to inquiries.
2. Books school and group field trips/admissions.
3. Makes reservations for education programs including but not limited to classes, outreach, early admissions, and sleepovers. Maintains electronic reservation system.
4. Consistently presents labs and other offered experiences in booking conversations.
5. Collects payments utilizing credit card system including, but not limited to, program deposits and final payments and volunteer fees.
6. Sends confirmation packets based on the program. Works with Mission Engagement, Operations and other departments to maintain current policies and procedures in the packets.
7. Works with the Mission Engagement and Development departments to manage required data and generate reports as requested.
8. Notifies instructors of scheduled programs and maintains calendar. Works closely with Learning and Engagement staff on balancing program schedules.
9. Notifies all staff of scheduled groups and school group visits. Maintains program calendars.
10. Works with the Learning and Engagement Manager and Sleepover Coordinator to manage sleepover schedule. Communicates schedule to TCB/operations, fire marshal, and relevant departments.
11. Works with the Conservation Engagement Manager to schedule field programs.
12. Works with the Community Engagement Specialist to schedule regional road trips to schools and communities.
13. Works with the Learning and Engagement team and the Educator Engagement Manager to maintain updated teacher packets and ensure communication with teachers.
14. Proactively identifies and integrates efficiencies into work processes and procedures
15. Provides guest feedback and concerns to Director. Tracks and Identifies trends in guest needs, feedback, and inquiries to share and problem solve.
16. Participates, as directed, on Aquarium committees as a Mission Engagement Department Representative. Contributes as appropriate and acts as liaison between the department and committee.
    The above accountabilities represent work performed by this position and are not all inclusive. The omission of a specific accountability will not preclude it from the position if the work is similar, related or a logical extension of the position.
    SUPERVISORY RESPONSIBILITY - None KNOWLEDGES, SKILLS AND ABILITIES (Minimum levels)
    Must be highly organized and detail-oriented, proficient in use of personal computer and standard programs such as Word and Excel. Ability to learn and become proficient with our reservation systems is required.
    Strong writing and verbal skills are essential. Strong interpersonal and telephone skills are also essential. Ability to work under limited supervision, both independently and in a team environment.
    Previous administrative work preferred.