NOTICE: Wild Dolphin Cruises are unavailable Sept. 6-Oct. 3 while our Bay Spirit II catamaran undergoes annual maintenance. Cruises are expected to resume Oct. 4, 2016. We apologize for any inconvenience.

 

Reservationist

Position Description
 
Position Title:            Reservationist
Service Group:          Education
Reports To:               Reservations Supervisor
Exemption Status:    Non-Exempt
 
Position Summary
Responsible for answering all incoming school reservations calls and community programs reservations, quoting appropriate rates based on specific needs. Reserving programs and program spaces for education and for the guest dive programs.
 
Essential Position Functions
  • Answer incoming calls for education and guest dive programs.
  • Provides information over the phone, via email, and in person about policies, procedures, and educational field trips and programs.
  • Develops comprehensive knowledge of rates and services offered to ensure accuracy of information and price quotes given to customers
  • Maintains relationships with customers who book multiple programs. (i.e. camp parents, teachers)
  • Obtains accurate and detailed information from customer in order to complete and confirm a field trip or program
  • Collects program deposits and final payments (i.e. credit cards, checks, PO’s, and cash) for birthdays, badge workshops, boat programs and outreach programs. Must have accurate cash handling skills.
  • Assists Reservations Supervisor with maintenance of accurate birthday reservations and payments and coordinates guest appointments to show birthday rooms for Birthday Instructor and Lead Host.
  • Assists in mailings
  • Assists the Vice President of Education, Director of Youth Education, Youth Education Manager and Reservations Supervisor with any internal or external customers needs as requested
  • Delivers extraordinary customer service to all aquarium guests and internal customers
  • Assists Reservation Supervisor with web site management to insure all programming information is correct and up to date.
  • Maintains data entry requirements by following data program techniques and procedures.
  • Other duties as assigned by manager

Education Requirements and Technical Skills
  • High School Diploma or GED Equivalent
  • Two years College or work experience preferred
  • Typing speed of 40 wpm
  • Working knowledge of Windows environment
  • Knowledge of word processing, spreadsheets and database programs
  • Knowlege of Microsoft Office software (Excel, Power Point, Access, Outlook) is a plus
  • Ability to learn and work in a windows based reservations program
  • Abiltiy to learn a web based online registration program
 
Competencies
 
  • Customer Service Orientation — Listening and understanding the customer (both internal and external) and anticipating and evaluating the customer’s needs; making the customer’s satisfaction a high priority in all areas on responsibility
  • Teamwork — Supporting, facilitating, and participating in activities that promote team effectiveness; demonstrating sensitivity for the feelings and needs of team members and supporting team goals.
  • Planning and Organizing — Establishing a course of action with specific long-range goals for the aquarium; setting priorities among competing requirements and allocating resources in the most efficient and effective way; developing contingency plans that participate changes in the work environment.
  • Communication (oral and written) — Effectively expressing ideas verbally and non-verbally and actively listening to individuals and groups; preparing and focusing presentations to the characteristics and needs of the audience; expressing ideas clearly and concisely in written form, through memoranda, letters, reports, and other documents.
  • Follow-up — Institutes methods for monitoring people and projects
 
Typical Physical Requirements
  • Sitting (8 hours per day)
  • Standing (1 hours per day)
  • Walking (1 hours per day)
  • Bending/Stooping — Occasionally
  • Squatting — Occasionally
  • Climbing stairs — Occasionally
  • Reaching above shoulders — Occasionally
  • Kneeling — Occasionally
  • Carrying (up to 10 lbs.) — Occasionally
  • Lifting (up to 10 lbs.) — Occasionally
  • Using hands for repetitive movements — Both
  • Typing on a computer keyboard
  • Viewing a computer screen for extended periods
  • Excellent vision for proofing and detail work
  • Coping with demands (stresses that are associated with the job and/or the work environment so that acceptable levels of performance and overall contribution are maintained
  • More than normal talking
  • More than normal talking on telephone
  • Ability to travel (car) as needed — locally