Group Sales & Reservations Representative

About Museum of Illusions 

Museum of Illusions is the world's largest privately owned museum chain, with 70+ locations across five continents and 28 countries and more than 28 million visitors. Our interactive exhibits use science and wonder to change how people see the world. We're growing fast, with new locations opening regularly, and our group business is a major part of that growth. 

Position Summary 

We're looking for a detail-oriented, personable part-time Group Sales & Reservations Representative to join our office team. You'll handle a large volume of small group bookings, moving each one from inquiry to confirmation to payment quickly and accurately. Success in this role comes from consistency and speed: every booking is simple on its own, but the volume demands precision, organization, and a friendly, professional tone with every customer. 

Key Responsibilities 

Small group order and reservation processing 

• Enter, verify, and process a high volume of small group bookings, quotes, and orders daily with a high degree of accuracy 

• Convert inbound inquiries into confirmed reservations by sending quotes, confirmations, and payment links promptly 

• Confirm group size, arrival date and time, pricing, and any special requests before finalizing 

• Process deposits, final payments, invoices, refunds, and adjustments according to company policy 

• Track payment deadlines and follow up on outstanding balances 

• Manage changes, additions, and cancellations as group counts shift 

• Meet daily processing targets and turnaround-time standards 

Group customer support 

• Respond to inquiries by phone, email, and chat about availability, group rates, pricing, and visit logistics 

• Send arrival instructions and visit details to group leaders ahead of their visit 

• Resolve booking discrepancies and escalate unusual or large-scale requests to the Group Sales Manager 

• Maintain a courteous, solution-focused tone in every interaction 

Sales support and coordination 

• Qualify leads and log them in the CRM, including group size and preferred dates 

• Coordinate with on-site operations teams to confirm capacity, timing, and special requests 

• Send pre-arrival reminders and post-visit follow-ups to encourage repeat bookings 

• Identify upsell opportunities, such as larger group sizes, add-ons, and return visits 

Records and administration 

• Maintain accurate customer, booking, and payment records in the CRM and reservation/ticketing system 

• Assist with daily reporting, data clean-up, and end-of-day reconciliation 

• Flag recurring errors or process improvements to leadership 

Qualifications 

Required 

• High school diploma or equivalent 

• 1+ years of customer service, order entry, reservations, or data entry experience in an office setting 

• Strong typing and data entry skills with exceptional attention to detail 

• Comfort working at a fast pace in a repetitive, high-volume environment 

• Clear, professional written and verbal communication skills 

• Proficiency with Microsoft Office or Google Workspace 

• Ability to work reliably during scheduled hours 

Preferred 

• Experience with CRM and ticketing or reservation platforms 

• Background in group sales, attractions, hospitality, or live entertainment 

• Familiarity with deposits, invoicing, and basic payment reconciliation 

• Bilingual (English/Spanish/French) is a plus 

Skills and Competencies 

• Accuracy: Catches errors before they reach the customer 

• Speed with quality: Keeps pace through high volume without sacrificing precision 

• Organization: Manages many bookings, deadlines, and group leaders at once 

• Service mindset: Warm, patient, and solution-focused 

• Sales awareness: Spots opportunities to grow group size and drive repeat visits 

• Teamwork: Works closely with sales, finance, and on-site operations 

Performance Measures 

• Booking and order accuracy rate (target: [98-99]%+) 

• Group bookings processed per shift 

• Inquiry-to-booking conversion rate 

• Average response time on group inquiries 

• On-time collection of deposits and balances 

• Customer satisfaction scores 

Working Conditions 

• Office environment with extended periods of sitting and computer use 

• Fast-paced, high-volume workflow, with peaks during holidays, school breaks, and summer 

• Extended use of computer and phone headset 

Museum of Illusions is an equal opportunity employer. We celebrate diversity and are committed to an inclusive workplace for all employees.