Reservations & Group Sales Specialist

Primary Functions

• Serve as the primary point of contact for guests by phone, email, and in person regarding school and youth group visits, educational programs, animal encounters, admissions calls, and group reservations.
• Deliver exceptional customer service by providing accurate information, resolving guest concerns, and identifying opportunities to exceed guest expectations.
• Manage reservation modifications, cancellations, confirmations, and guest correspondence in a timely and professional manner.
• Cook up all scheduling logistics for educational programs, outreach events, virtual programs, and animal encounters.
• Prepare daily schedules, participant lists, waivers, itineraries, and check-in documents.
• Create and distribute virtual meeting links, guest confirmations, reminders, invoices, and program information.
• Cook up daily operational logistics between Education, Guest Services, Animal Care, Dive Safety, Marketing, Facilities, and other departments to ensure successful program delivery.
• Maintain program capacity and scheduling to maximize operational efficiency and revenue opportunities.

Knowledge, Skills, and Abilities

• Education & Experience: Associate degree preferred or a minimum of two years of customer service, reservations, hospitality, admissions, sales support, or administrative experience. Experience within a nonprofit, educational institution, museum, aquarium, zoo, or hospitality environment preferred.
• Customer Service & Communication: Exceptional verbal and written communication skills with a strong commitment to delivering outstanding guest experiences. Demonstrated ability to resolve customer concerns with professionalism and sound judgment.
• Reservations & Administrative Systems: Experience utilizing reservation, CRM, or ticketing systems; Tessitura experience strongly preferred. Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint). Experience using online registration platforms, digital forms, and scheduling software preferred.
• Organization & Attention to Detail: Highly organized with exceptional attention to detail. Ability to manage multiple priorities while maintaining accuracy in a fast-paced environment. Strong follow-through and time management skills.
• Collaboration & Teamwork: Demonstrated ability to work collaboratively across multiple departments. Positive, solution-oriented attitude with flexibility to support changing operational needs. Comfortable working independently while contributing to a collaborative team environment.
• Mission Alignment: Commitment to providing mission-driven guest experiences that inspire conservation action.
• Flexibility & Availability: Ability and willingness to work flexible hours, including evenings, weekends, holidays, and overtime.

Physical Demands

• This position is primarily performed in an office environment requiring prolonged periods of sitting, computer use, telephone communication, and data entry. The role also requires frequent movement throughout Aquarium facilities to support program operations, group arrivals, and guest check-in.
• Employees must be able to lift and carry materials weighing up to 25 pounds, bend, reach, and stand for extended periods as needed.
• Occasional outdoor work may be required in varying weather conditions while supporting educational programming and guest experiences.