Coordinator, Reservation

Job Description

Job Description

The Role

The Coordinator, Reservations provides customer-friendly support while responding to guest inquiries via email, phone, and onsite at Liberty Science Center. In addition, the Reservation Coordinator ensures the accurate and timely booking, payment, and onsite logistics of all groups that visit Liberty Science Center daily, such as school, camp, and family groups.

The Coordinator, Reservations reports to the Manager of Box Office and Reservations.

What You’ll Bring

Goal-oriented with excellent communication skills, you excel at treating all people with the utmost respect, eagerness, and professionalism. You thrive in an ever-changing and high energy environment. Leading by example is easy for you. You possess strong judgment and take initiative to solve problems. Multitasking and working both independently and with teams is part of your DNA. You are enthusiastic about Liberty Science Center’s mission and culture.

What You’ll Do

Below are the essential functions of the Reservation Coordinator role. All Coordinators must be able to perform the essential functions listed with or without reasonable accommodations in place.

Demonstrate enthusiasm and proactivity when responding to public inquiries via email, phone, and in-person

Accurately and efficiently create reservations and process payments in Tessitura for schools, summer camp groups, family groups, STEM bookings, LSC memberships, and any other ticketing and / or service needs; provide refunds or exchanges to guests when necessary.

Provide end to end care for guests throughout the reservation process, including but not limited to, scheduling reservations, sending invoices, and confirming and updating reservations

Project a professional and energetic demeanor at all times with LSC’s diverse population of guests, volunteers, and employees

Utilize Monday.com to handle project management and workflow related to group bookings

Coordinate all group logistics onsite, such as group check in, group dining as well as providing group reservation coaching and training to part time ambassadors

Proactively sell / upsell additional LSC’s portfolio of experiences to provide the best visit for our guests and maximize revenue

Meets, and preferably exceeds, service and sales targets

Understand LSC’s internal phone system and organizational structure to effectively direct guest inquiries

Accurately accounts for all cash transactions

Support other areas of the Building & Guest Operations team as needed

Other duties as assigned

Preferred Knowledge, Skills, and Abilities (KSAs)

The ideal candidate possesses a combination of the following KSAs :

Strong written and oral communication skills, including using proper business etiquette when crafting email and phone responses

Deep understanding of best practices in customer service and the ability to translate those into a stellar LSC customer experience for a diverse population

Ability to work in a fast-paced environment while multitasking and prioritizing

Flexibility in handling shifting demands and work load

Ability to deescalate issues resulting in positive outcomes

Understanding of how to upsell

Preferred Qualifications

2+ years of experience in hospitality, sales, telemarketing, customer service, and / or reservations

Knowledge of Tessitura or other customer relationship management (CRM) databases

Familiarity with project management tools such as Monday.com

Classification & Schedule

This is a full-time, non-exempt position. The Reservations Coordinator must be available to work a flexible schedule, which includes weekends, early mornings, evenings, and holidays as required to meet the needs of the business.

Physical Demands

While performing the duties of this job, the employee must be able to sit for long periods of time in a shared Box Office space with a medium noise level. The employee must be comfortable working with the public and with heavy phone, email and database usage. Walking or standing for long periods in a loud environment and also working outside in various weather elements may be required for this role.

LSC’s Work Culture at a Glimpse

Liberty Science Center’s culture can best be described as a fun, creative, collaborative, and casual working environment.

Our Environment

Liberty Science Center is located in a beautiful waterfront state park in Jersey City, New Jersey. Not only is Jersey City easy to get to from any points in Northern NJ and Manhattan, but it also holds the title of the most diverse city in the United States. Employees have access to free parking, the Hudson-Bergen Light Rail, and the NJ Path train. In addition, all employees have access to an on-site café and a terrace with stunning NYC views.

Travel

Light local travel may be required.

Compensation

Compensation for this position is expected to be in the range $44,000-$46,000. However, the final offer is commensurate based on skills, education, certifications, and experience. In addition to compensation for salary, you will receive compensation in the form of generous benefits, including, but not limited to :

Medical, dental, and life insurance

403(b) basic retirement plan with an outstanding employer match

Considerable paid time off, including annual leave, sick leave, and federal holidays

Long-term disability coverage

Flexible spending accounts (pre-tax income for eligible health and / or dependent care expenses)

Commuter benefits (pre-tax income for parking or mass transit expenses)

25% discount for staff in the LSC store

25% discount in on-site cafeteria

To Apply :

Please submit a resume and cover letter highlighting why you are the best candidate for this role and organization.

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Liberty Science Center is an equal opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We, therefore, provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.