Reservations Coordinator

Position Type: Full-time Regular, Non-Exempt (Hourly)

Department: Guest Services 

Location: Park City, Utah (on-site)

Join Our Team:

Are you passionate about making a difference in the lives of others and creating unforgettable experiences through recreation? For 40 years, the National Ability Center has been breaking barriers and transforming lives through adaptive sports and recreation, providing individuals with disabilities the opportunity to experience adventure, independence, and community. 

As a Reservations Coordinator, you will be at the heart of our mission, welcoming individuals with disabilities and ensuring every guest’s journey with us starts with exceptional customer service. If you are energized by helping others thrive in a dynamic environment and you want to be part of a community that is redefining what's possible through adaptive sports and recreation, we want to meet you.

Job Summary:

The Reservations Coordinator is a leader in the areas of reservations, communications and customer service. This position provides support in all aspects of the customer journey ensuring a positive experience for all people visiting the National Ability Center. This position has a primary focus on Customer Service & Administrative Support for the Reservations Department, owning day-to-day, forward-facing and immediate reservation needs while providing consistent administrative support across the Reservations Team. This role works collaboratively to ensure participants are reservation-ready and receive timely, accurate and consistent service throughout their experience with the National Ability Center. This is a full-time, year-round position with benefits. It requires work on weekends, as well as some holidays and occasionally some evenings for event support. This position is not eligible for remote work.

Essential Duties:

• Serve as the first point of contact for all visitors and incoming communications to the National Ability Center.
• Manage day-to-day Reservations customer service and administrative needs, including front desk coverage, incoming phone calls, the Reservations/info email inbox, walk-ins, participant communication, and routine reservation transactions.
• Oversee & support the processing of individual reservations through the online portal, phone calls, emails and in-person communication; assists with group reservations when needed.
• Serve as a liaison between program managers and participants to promote and sell appropriate programs for individuals of all abilities.
• Ensure high levels of customer satisfaction by providing personalized support for every individual participant through consistent, accurate and sincere communication.
• Provide campus tours upon request for visitors who want to learn more about our mission and programs.
• Responsible for participant paperwork compliance, attendance tracking, and high-quality data input in Salesforce; proactively ensure required waivers, participant profiles, scholarships, payments, and other reservation requirements are complete and accurate by established deadlines.
• Maintain the appearance, cleanliness, organization, and readiness of public-facing areas including front desks, lobbies, and store; support day-to-day merchandise presentation and sales.
• Complete end-of-month audits and data clean-up, including billing and attendance.
• Maintain strong relationships with all stakeholders by demonstrating the ability and willingness to answer questions about all aspects of the organization including, but not limited to programs, fundraising events, and volunteer opportunities.
• Collaborate closely with the other departments to ensure full understanding of program offerings and scheduling availability.
• Assist with key fundraising events and other special events as needed to help advance program goals and support; serves as an ambassador and representative for the National Ability Center.

Minimum Qualifications: 

• Experience working in customer service.
• Ability to pass a pre-employment background check.
• Must be legally authorized to work in the United States. We do not sponsor employment visas or other immigration processes to attain or maintain employment eligibility.

Preferred Qualifications:

• Demonstrated experience and proficiency working with a customer relationship management (CRM) software and applications, preferably Salesforce.

Knowledge, Skills, and Abilities: 

• Knowledge of a variety of disabilities and ability to communicate effectively and connect with participants and their families.
• Exceptional customer service and interpersonal skills.
• Ability to work with other department leads to ensure development, collaboration, and execution for shared goals.
• Demonstrates ability and willingness to work productively and collaboratively within a team.
• Ability to make quick, educated program decisions based on the mission, needs, and strategic plan.
• Strong work ethic and an entrepreneurial spirit to accommodate multiple responsibilities and shifting priorities in a quick-paced environment.
• Outstanding organizational and problem-solving skills.
• Ability to support program needs with a proactive and solution-oriented initiative.
• Accountable to organizational and personal goals and objectives.
• Ability to positively receive feedback for self-development.
• Commitment to a positive, fun, and team-oriented working environment while promoting the NAC Core Values.
• Proficiency in basic computer programs such as MS Office.
• Proficiency with a customer relationship management (CRM) software; Salesforce experience preferred.

Working Conditions:

• Available and willing to work a non-traditional schedule that includes occasional evenings, weekends, and holidays, especially as needed for projects and special events.
• Able to work from both Park City locations throughout the year, with work location and schedule determined by customer service, front desk coverage, and operational needs.

Benefits: 

• Health Insurance with Health Savings Account 
• Employer Contribution to HSA 
• Dental Insurance 
• Vision Insurance 
• Long-term Disability 
• Life Insurance 
• Voluntary Accident and Hospital Plans
• Paid Time Off (PTO) annually 
• 11 Paid Holidays + 2 Paid Personal Days Annually (including a paid day off on your birthday)
• 403(b) Plan with Employer Match 
• Parental Leave 
• Pet Insurance
• Pro Deals with gear companies