Group Sales Coordinator

Cincinnati Zoo•Cincinnati, OH

9d•Onsite

About The Position

The Group Sales Coordinator is responsible for the administrative and support functions within the Group Sales team, which is responsible for generating revenue and delivering INSPIRED wildlife experiences through the sale of group admission tickets and related products to corporations, businesses, community organizations, travel partners, and other organized non-school groups visiting the Cincinnati Zoo & Botanical Garden. Serving as a key point of contact for booked groups and group sales inquiries, the Coordinator supports the Group Sales Manager throughout the sales and visit-planning process. Job functions include handling guest correspondence, delivering customized ticket packages, hosting day-of zoo experiences, handling third-party ticket administration, and leading our birthday party program.

Requirements

Demonstrated understanding and acceptance of the Core Values and Behaviors of the Cincinnati Zoo & Botanical Garden. Lives these on a day-to-today basis, “Modeling the Way” for others.
Have a demonstrated affinity for the Mission of the Cincinnati Zoo & Botanical Garden.
Customer service and continuous improvement mindset to always enhance the experience for attendees.
Excellent attention to detail, project management and interpersonal & organizational skills.
The ability to meet deadlines and shift priorities in a rapidly changing environment.
Must be able to work independently with little supervision but also collaborate in a team setting.
Strong oral and written communication skills; strong organizational, teamwork, and customer service skills are essential.
Requires a positive individual who is highly professional, motivated, proactive, and helpful, who is able to gain cooperation through expertise, credibility, and building positive working relationships.
Appropriate professional appearance, attitude and personality to work effectively with Zoo staff members, guests and the public. Be timely and reliable in attendance and performance.
Employment is contingent upon successful completion of a post-offer, pre-employment drug & nicotine screen, TB test, and background check.
While performing the duties of the job, the incumbent is regularly required to stand, walk, and perform physical labor to assist with event set-up.
The candidate may be exposed to outside weather conditions.
Must be able to lift/move/carry up to 35 pounds without assistance.
Must possess a valid driver’s license and be insurable to drive a Zoo vehicle.
Ability to work nights/weekends/holidays and long hours, when required for events.
Must also have manual dexterity to use a computer mouse and keyboard.

Nice To Haves

Degree or relevant coursework in Business, Sales, Marketing, Communications, Hospitality, Tourism, or related field is preferred.
Proven experience in similar role, administration and/or a customer-facing role is ideal.
Previous leadership, supervisory, or team coordination experience preferred.
Excellent computer skills required; Familiarity with ticketing, database, CRM systems a plus (i.e. Gateway’s Galaxy and Microsoft Dynamics).
Equivalent combinations of education and experience sufficient to successfully perform the essential duties of the job will be considered.

Responsibilities

Facilitate excellent communication with new prospects, repeat/booked clients, and internal departments to ensure smooth visits for all groups. Always represents the zoo with professionalism and positivity.
Support client retention efforts through timely follow-up to group inquiries, customized recommendations and added value offerings, proactive communication, and exceptional service before, during, and after visits.
Collaborate with all internal departments, ensuring the Zoo’s preparedness for group arrivals.
Work closely with Visitor Experience to troubleshoot guest concerns and operational issues, escalating complex sales or service matters to the Group Sales Manager, as appropriate.
Manage the administrative fulfillment of group sales from booking through visit completion, including quotes, contracts, invoicing/payments, ticket fulfillment, visit details, internal communication and Event Memo calendar updates, inventory, sponsorship deliverables, and post-visit follow-up.
Maintain accurate and timely customer, sales, and activity records in CRM and assist with sales reporting, tracking, and performance metrics.
Work closely with Zoo's Private Event & Catering partner, SSA, to generate group plans and tickets.
Handle administrative elements of third-party and other retail ticket distribution programs.
Lead the Zoo's birthday party program, including scheduling, customer and internal communication, day-of-coordination, quality assurance, enhancing the experience, and growing revenue.
Supervise, schedule, train, and support Birthday Party Coordinators, ensuring consistent service standards and a positive guest experience.
Maintain Group Sales procedures, resources, templates, and training materials to support consistent and efficient operations.
Assist the Group Sales Manager in building efficiencies, enhancing the visitor experience, and implementing industry best practices.
Provide support for the Special Events Team, as needed.
Perform other duties and special projects that support group sales objectives and the Zoo's mission.