Group Sales Agent

About the role

As a Group Sales Agent at Busch Gardens, you’ll play a major role in bringing happiness and excitement to guests from around the world. This position reports in-person and focuses on engaging with Youth and General Groups for a SeaWorld Parks and Entertainment park, as well as assisting Resellers. You’ll deliver exceptional guest service while maximizing revenue through sales and upsell opportunities.

Responsibilities

• Provide exceptional, professional guest service over the phone and in person
• Handle inbound Group Sales and Education calls, assisting Resellers, Youth, and General Groups in booking reservations and answering general park questions
• Understand customer needs and proactively provide upsell opportunities during the booking process
• Engage in outbound call and email campaigns to rebook group business from previous years and build a sales funnel with new leads
• Improve booking processes to ensure a seamless guest experience, including order changes and upsell purchases
• Collaborate with the Park to enhance the day-of experience for guests
• Create and maintain insightful reporting to aid in strategic decisions
• Process orders, research, and resolve problems within Group bookings
• Perform data entry for new and existing contracted and non-contracted accounts
• Process Hard Stock (BOCA) Group and Reseller ticket orders and in-park ticket requests
• Process all payments, including depositing check payments
• Prepare orders for shipment via FedEx or pick-up at the Advance Sales ticket window
• Reconcile daily MPR payments and report to Finance
• Provide EZTicket support for all clients via phone and email
• Administer several Outlook mailboxes, both internal and guest-facing
• Enter Group inquiries and bookings in Delphi for tracking and reporting, as well as order entry in SAP
• Serve as the point of contact for refunds
• Test orders for all parks
• Assist Community Relations with approved Donation Requests
• Collaborate with management and other departments to ensure smooth operations across stakeholders
• Assist in department activities as needed, such as working events, creating proposals, and liaising with other departments
• Perform other duties as assigned by management

Requirements

• High school diploma or equivalent
• At least 18 years old
• At least 1 year of customer service and sales experience
• Working knowledge of Microsoft Office Suite
• Excellent written and verbal communication skills
• Strong organizational skills and ability to work independently and on a team
• Ability to maintain a high level of confidentiality
• Ability to multi-task and adapt to changes in a fast-paced business environment

Work Environment

• Flexible schedule/hours based on business needs, including opening, mid-, and closing shifts; nights, weekends, and holidays
• Ability to sit and/or stand for long periods of time
• Comfortable with exposure to noise
• Ability to work indoors with A/C for entire shift
• Comfortable in an office environment with exposure to fluorescent lighting for entire shift
• Ability to work remotely when needed

Benefits

• Paid Floating Holidays
• Accrual-based Paid Time Off
• Complimentary SEA Employee Park Tickets and Passes
• SEA Park Discounts on Food and Merchandise
• Medical, Dental, and Vision Insurance
• 401K plan
• Voluntary Insurance
• Life Insurance
• Disability Benefits
• Dependent and Health Care Flexible Spending Accounts
• Employee Assistance Program
• Legal Assistance Plan
• Free park admission
• Discounts on park admission tickets and passes for family and friends
• Park discounts on food, merchandise, etc.
• Scholarship opportunities
• Exclusive employee events and giveaways