Reservations Specialist

The Reservations Specialist is responsible for generating new group business through proactive prospecting, relationship building, and sales outreach. This role identifies potential clients, promotes the organization’s products or services, and closes group bookings while delivering excellent customer service.

While carrying out the job duties listed below, the Reservations Specialist will contribute to the museum’s continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, as well as personal and professional dedication to our mission. This position requires a self-motivated and results-driven individual who understands the importance of their contribution to achieving group sales goals and supporting the museum’s mission. The Reservations Specialist will exercise good judgement, consistently demonstrate a positive attitude and professional appearance, while proactively and effectively communicate with museum staff and guests in person, by phone, and through email. 

ESSENTIAL FUNCTIONS, DUTIES & RESPONSIBILITIES

• Prospect and develop new group-sales opportunities through calls, emails, networking, referrals, and follow-up outreach.
• Making outbound calls and receiving inbound sales calls to promote school groups, homeschool groups, church and daycare visits to the museum.
• Weekly, monthly and yearly quotas will be maintained to ensure groups are visiting the museum to meet group sales budget.
• Maintain accurate records of prospects, contacts, bookings and follow-up activities using departmental tracking systems.
• Greet guests with genuine warmth and hospitality, making them feel valued from the moment they call or email the museum.
• Efficiently handle reservations and payments, ensuring a smooth and hassle-free process for guests.
• Anticipate and respond to guest needs, requests, and inquiries in a professional and friendly manner, addressing their inquiries and requests accurately, promptly, and with a positive attitude, meeting and exceeding their expectations.
• Actively listen to guests’ concerns and work independently to resolve issues in the best interest of the guest and museum, using critical thinking skills to refer to a manager when assistance is needed.
• Ensure compliance with cash controls and perform basic maintenance of point-of-sale systems.
• Actively maintain a working knowledge of all Box Office and Reservations duties and responsibilities including but not limited to answering main phone line, create bookings for inbound and outbound guests, point of sale systems, Microsoft products, copier, fax, and voicemail.
• Assume other responsibilities and tasks as assigned.

KNOWLEDGE, SKILLS & ABILITIES

• Demonstrate a passion for providing exceptional customer service and dedication to ensuring each guest has a memorable experience with an enthusiastic and welcoming demeanor to create a warm and inviting atmosphere to staff and guests. 
• Ability to quickly obtain and maintain full knowledge and understanding of museum and department policies, procedures, and protocols.
• Basic understanding of POS systems with a comfort level of basic mathematics, including, but not limited to, percentages and discounts.
• Effective and professional verbal communication skills, with the ability to speak in front of small groups, including guests and staff, and leadership of all levels of the organization, regarding information that is relevant to the guest experience.
• Exceptional problem-solving skills with the ability to actively listen and handle guest complaints or concerns with tact and empathy, finding swift and effective solutions to turn any challenges into opportunities. 
• Ability to take directional cues directly and indirectly; receptive to feedback and growth by valuing constructive feedback, recognizing it as an opportunity for personal and professional growth and continuously seeking to improve and elevate skills.
• Efficient time management skills with the ability to work flexibly under pressure.
• Ability to operate within a team and without direct supervision, be self-motivated and take pride in work.

EXPERIENCE

• At least ONE (1) or more years of experience in phone, sales, and/or office environment.
• Flexibility in work hours and schedule; working after-hour events, weekends, and holidays. 
• One (1) or more years of experience with cash handling procedures and demonstrates knowledge of POS systems.
• One (1) or more years of experience in an office setting with the ability to use standard office equipment and demonstrate knowledge of Microsoft Office Software. 
• Proven ability to professionally and confidentially handle information in a business environment.
• Proficient with technology and adept at utilizing various software and systems to enhance guest interactions and streamline administrative tasks.
• Preference may be given to candidates with experience at other cultural institutions, attractions, performance venues, or non-profits. 
• Preference may be given to candidates with hospitality work experience.
• Preference may be given to candidate with the ability to speak one or more languages.
• Reliable transportation

WORKING CONDITIONS

This position works in a climate-controlled office setting and may be subjected to a fast-paced decision-making environment.

• Required to talk, hear, stand, sit, walk, stoop, kneel, crouch, and move freely, often for extended periods of time throughout a shift.
• May require working on a computer for long periods of time (8+ hours), both while sitting and standing, using a keyboard, and viewing a digital screen.
• Work may include occasional pushing and/or pulling, lifting, and carrying objects weighing up to 25 pounds.

The working conditions described here must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The employee must be able to meet the physical requirements of the position with or without reasonable accommodation.

INTRODUCTORY PERIOD

This position has been designated with a 90-day Introductory Period. The Introductory Period gives you time to fully learn your new role and adapt to your new work environment. It gives the Museum time to provide training, feedback and performance review. Prior to the end of the 90-days your supervisor will conduct a review of your overall performance and behavior to determine if you need a performance improvement plan, extra training, or if you are already working at full performance. Participation in, or completion of the Introductory Period does not impact your “at-will” employment relationship with Science Museum Oklahoma. You or the Museum may still terminate your employment at any time and for any reason, with or without cause. The Introductory Period also does not affect the benefits that you are offered as a regular (FT/PT) employee at the Museum. The 90-day Introductory Period simply gives both you and Science Museum Oklahoma an opportunity for learning, training, feedback and performance review.