Reservations Manager

Position title: Reservations Manager

Job Grade: RFT position, 35hrs/week

Department: Visitor Services

Reports To: Visitor Journey Director

Coordinates with: Education, Finance, Group Sales, IT, Interpretation, Watercraft, Visitor Services, Membership, and Public Programs

SUMMARY DESCRIPTION:

Mystic Seaport Museum seeks an organized, customer-focused, and detail-oriented Reservations Manager to oversee all reservation and booking operations for museum admissions, educational programs, group tours, special events, boat cruises, and facility rentals. This role serves as a superuser of the Tessitura CRM system and requires strong analytical, reporting, and data management skills. The Reservations Manager supervises the Reservations Specialist to ensure an exceptional guest experience from initial inquiry through arrival while maximizing revenue opportunities and maintaining efficient reservation processes across the Museum’s diverse offerings. The Manager supports the Visitor Journey Director with data review, report building, and reporting out on sales metrics and analytics museum-wide. Hybrid work arrangements may be available, allowing for remote work one day per week based on seasonal workload and operational requirements.

DUTIES AND RESPONSIBILITIES:

• Manage daily reservation operations for school programs, group tours, camps, boat cruises, charters, special events, and facility rentals.
• Oversee the Tessitura reservation system and maintain accurate booking records and customer information.
• Process reservations, modifications, cancellations, payments, and refunds in accordance with museum policies.
• Collaborate with Education, Visitor Services, Group Sales, Watercraft, and Finance departments to ensure successful program execution.
• Generate confirmations, invoices, and related reservation documentation.
• Facilitate and track grant funding allocations for school field trips and scholarship requests for summer camp
• Set up annual CampDocs for summer camper health paperwork
• Supervise the Reservations Specialist, including approval of timecards, time off requests, and schedules.
• Maintain and update standard operating procedures for general and Tessitura-specific procedures.
• Support membership sales in conjunction with reservations when applicable.
• Monitor and report departmental performance metrics and identify opportunities for improvement.
• Recommend process improvements to enhance efficiency, accuracy, and guest satisfaction
• Participate in Museums Operations and Tessitura Users Group Meetings
• Stay up to date on best practices in Tessitura by participating in Tessitura Community Forums, Knowledgebase training, etc.
• Other duties as assigned.

REQUIRED QUALIFICATIONS:

• Strong customer service and relationship management skills.
• Excellent written, verbal, and interpersonal communication skills
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Tessitura or other CRM/POS systems including constituent records, bookings, reporting, analytics, and dashboard creation.
• Proficiency in Microsoft Office applications, especially Excel, Outlook, Teams, and SharePoint.
• Represent the Museum and Reservations team with professional confidence onsite and at conferences
• BA/BS in related field or commensurate experience (2-3-year minimum) in a busy office setting

Preferred Qualifications

• Touch typing 65 wpm or above preferred
• Experience in a museum, cultural institution, educational organization, or tourism destination.