Reservationist - NATIONAL AQUARIUM : Job Details

General Purpose:

The Central Reservations group is responsible for ensuring accurate, friendly, efficient service for our visitors who require reservations for immersion tours, classroom programs, school groups. This team answers general visitor questions, manages ticket request and directs calls to the proper internal employees. The Reservations team processes all membership, renewals and upgrades. Reservationists provide excellent customer service to all clients, internal and external.

Essential Functions:

1. Processing reservations including but not limited to: school groups, school programs, group sales, social visitor groups, fee based general visitor programs, member programs, and education.

Responsibilities include:

* Accepting reservation requests resulting in approximately 5,000 bookings accounting for more than 200,000 visitors each year

* Booking classroom space for programs

* Confirming, rescheduling or cancelling reservations

* Communicating with internal departments

* Accepting and processing payments for deposits, program fees, and balances due, including signing and returning PO submissions

* Maintaining reservation information in the ticketing system

* Acting as liaison between group leaders, teachers, members, clients, and appropriate departments

* Maintaining and cultivating excellent service relationship with these shareholder departments

* Processing and mailing final checklist and appropriate materials 21 days prior to reservation date

* Generating reminder emails for groups who have submitted their reservation contracts and deposits

* Responding to customer inquiries via email using professional business language and format

* Increasing revenue by offering additional program options and upsells

2. Answering visitor requests for general information on the x3800 line.

Responsibilities include:

* Answering approximately 500+ weekly customer inquiry phone calls

* Communicating appropriate information regarding parking, hours, prices, dining options, accessibility, timed entry, directions, etc

* Maintaining a professional demeanor and attitude

* Communicating with impacted internal departments as appropriate

3. Responsible for membership data entry, reservations and communications

* Responsible for the processing of approximately 23,000 memberships annually

* Ensuring all data entry for memberships is accurate, including memberships processed at the Admissions Ticket Center

* Acting as liaison between members and membership department

* Maintaining and cultivating excellent service relationship

* Responding to member questions by phone and email, providing first point of contact

* Troubleshooting concerns of members at the box office

* Verifying and updating member records as needed, including personal data, membership upgrades, guest card purchases, Member Advance Ticket purchases, etc.

* Following up on returned mail to ensure accurate information in system

* Using knowledge to cross sell members into programs and interest general public in membership

4. Responsible for general data entry and administrative support of department efforts, including:

* Ensuring accurate reservation & membership data

* Maintaining Excel database for teacher orientations

* Processing reports and letters for orientations and reminder calls

* Processing cancellations and waitlist information as needed

* Creating and sending out all confirmation letters

* Maintaining files to support confirmations and cancellations

* Maintaining sales drawer to record payments. Counting and reconciling drawer daily

* Performing as a group greeter when needed.

5. Use appropriate sales techniques and initiatives

* Keep up to date on products, prices, content, and general information

* Awareness of shareholder attendance and revenue goals, understanding of critical role accurate booking and information gathering plays in reaching those goals

* Participate in departmental strategies and initiatives

* Excel in customer service skills using outstanding phone etiquette in a high volume call center receiving more than 25,000 calls per year

* Cross sell programs and promote membership sales

* Participate in and use departmental sales training

* Receive and use training from shareholders when new programs/items are introduced

6. Adhere to all organizational and departmental policies and procedures

7. Other duties as assigned or required

Competencies Required:

* High school diploma required; college courses in public relations preferred

* One to two years of experience working with the public in customer service or sales

* Exceptional verbal communication skills (i.e., proper diction and impeccable grammar) required

* Excellent computer skills, exceptional phone manner and competent written communication required

* Excellent multi-tasking skills

* High level of competency with various PC programs including Excel, Word, Power Point and Outlook

* Comfortable performing routine tasks

* Exceptional attention to detail

* Ability to answer basic to moderate-level questions from internal and external clients

Accountability: Determining the viability of processing reservation requests for The National Aquarium, providing customer service to accomplish requests. Maintaining electronic and paper records, sending confirmations, fulfilling book orders. Creating, maintaining and updating member records. Maintaining accurate revenue reporting. Support company mission by following waste stream and conservation guidelines.

Physical Requirements: These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or employee from the position. Upon request for a reasonable accommodation, the Company may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

Total Compensation Information

Hourly range ($16.00-17.57) with hours worked over 40 paid as overtime, holiday premium pay, and extra pay for night work. National Aquarium provides an excellent benefits package including four weeks paid time off, six paid floating holidays, up to four weeks of paid family leave and conservation day leave. Employees are eligible for health care (single and family) after 30 days of full-time work and 401(k) plan participation with employer match available. Employees receive a family membership package and Aquarium tickets.

About the National Aquarium

Established in 1981, the National Aquarium in Baltimore, Maryland, is a nonprofit organization whose mission is to connect people with nature to inspire compassion and care for our ocean planet. The Aquarium's award-winning habitats are home to thousands of animals representing hundreds of species of fish, birds, amphibians, reptiles and mammals. We are proud to be accredited by the Association of Zoos and Aquariums (AZA) and exceed industry standards in all aspects of animal care and welfare.

More than 1.2 million people visit the Aquarium each year to experience our immersive exhibits, and we reach far more through our science-based education programs and hands-on field conservation work. The National Aquarium is one of the top three aquariums in the United States and the largest paid cultural attraction in Maryland.

Our Mission and Goals

The Aquarium's mission-to connect people with nature to inspire compassion and care for our ocean planet-begins within the walls of its buildings, but it does not end there. The Aquarium protects, enhances and restores natural resources through education and engagement, habitat restoration, animal rescue and sustainable business practices, with its conservation work guided by three overarching goals-to combat climate change, save wildlife and habitats, and stop plastic pollution.

Our Values

At the National Aquarium, our core values form the basis for our beliefs about our organization, our colleagues and ourselves, and serve as the framework to guide our behaviors and actions to achieve our mission.

Connection: We take the time to build lasting connections with each other, our guests, the animals in our care and the nature that surrounds us. We communicate clearly and collaborate readily within and across teams. We engage thoughtfully with our partners. We practice shared accountability.

Curiosity: We center learning and growth in all that we do. Our people are empowered to explore new approaches. We support taking risks. We value diverse perspectives and bold ideas. We embrace change.

Optimism: We celebrate the power of positive moments and shared experiences. We seek out opportunities to have fun. We reconnect with our purpose through sharing successes with our colleagues.

Service: We are in service to each other, our guests and our communities. We make intentional decisions and actions for the benefit of the people and animals within our organization.

Wellbeing: We ensure our people and animals have what they need mentally and physically to thrive. We are committed to improving the wellbeing of communities and sharing the healing power of natural for all.

Our Commitment to Diversity, Equity, Inclusion and Justice

National Aquarium values an inclusive and diverse environment for all employees, volunteers, and interns. Our goal is to recruit, develop, and retain the most talented people from a candidate pool representative of the variety of communities we serve. With a commitment to diversity, equity, inclusion, and justice, the Aquarium is proud to be an Equal Opportunity Employer and promotes an environment free from all discrimination and harassment.

In the selection and retention of employees, volunteers, and interns, we do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, ancestry, citizenship status, age, physical, mental, or sensory disability, sex (including pregnancy or childbirth), marital status, veteran status, sexual orientation, gender identity and/or expression, genetic information, arrest record, family or caregiver status, HIV status, socioeconomic status, or any other characteristic protected by applicable federal, state, or local law.

Our organization is dedicated to this policy with respect to all terms and conditions of employment, including but not limited to recruitment, training, promotions, performance management, and separation, and general treatment during time of employment.