Reservations Coordinator

Naples Zoo Inc•Naples, FL

3d•Onsite

About The Position

The Reservations Coordinator plays a vital role in managing all aspects of zoo program reservations while also serving as a key contributor to the guest services team. This position requires a detail-oriented, independent professional who is equally comfortable handling daily reservations and guest communications. The ideal candidate thrives in a collaborative environment, and seeks to take ownership of processes, elevate the department’s work, and bring fresh ideas that drive the organization forward.

Requirements

Must have a minimum of one-year experience in customer service.
Willingness to support the organization's Vision, Mission, and Values while providing exceptional guest service
Ability to represent the organization in a positive and professional manner — intellectually, physically, and in writing
Highly motivated, energetic team player with a positive attitude
Flexible, fun, creative, responsible, dependable, and adaptable, with enthusiasm for all aspects of the role
Able to identify and define problems, collect data, establish facts, and draw valid conclusions
Able to think logically and solve problems with little or no guidance
Proven ability to interact positively with staff, guests, and volunteers while maintaining an energetic, positive attitude
Excellent organizational skills with the ability to multitask and remain flexible
Able to remain calm under pressure and in emergency situations
Able to create processes and procedures as needed
Able to respond to inquiries, requests, or complaints from guests and staff in a kind and courteous manner
Willing to work outdoors in all weather conditions
Proficiency in Microsoft Office products
Strong communication and interpersonal skills
Strong cash-handling skills
Able to work effectively as part of a team
Must adhere to uniform policy and maintain a professional appearance
Must adhere to company policies on behavior and conduct
Must consent to a comprehensive background check
Must possess a valid state driver's license
Must be at least 18 years of age
High school diploma or equivalent

Nice To Haves

Multilingual preferred

Responsibilities

Manage all Zoo program reservations, including guided tours, field trip experiences, toddler programs, animal encounters, and camp programs.
Manage reservation input and tracking in Gateway Ticketing Systems, Inc., while proactively reviewing processes to ensure they run on schedule; identify, document, and resolve system issues to prevent errors or delays.
Serve as the primary contact for all park reservations, CRM, email, phone and work closely with our System Support team.
Manage the phone line reservations, responding to inquiries, scheduling programs, and processing payments including check processing.
Maintain Zoo calendars in collaboration with other departments to ensure accuracy and efficiency.
Explore and develop opportunities with external partners (such as online travel agencies, hotels, tourism organizations, or other businesses) to expand ticket distribution, visibility, and revenue.
Promote bundled offerings, or guest experience enhancements that drive attendance and engagement.
Develop and prepare revenue and expense reports, attendance reports, and other financial/operational tracking as needed.
Prepare and manage survey reports, evaluations, and program data using different survey platforms.
Dive into data and reporting to identify guest behavior trends, seasonal shifts, and opportunities to improve business performance.
Collaborate closely with the Guest Services team on projects, reservations, and guest services day-to-day support.
Support organizational partnerships through effective communication and coordination.
Provide administrative support as needed.
Perform other related duties as assigned.

Benefits

Medical, Dental & Vision Health Coverage
Company paid Life Insurance policy of $25,000
Supplemental insurance plans available (disability, GAP, accident, critical care)
403B Retirement and Investment Opportunities
Accrued Paid Time Off
Tuition Reimbursement Program available
Holiday Premium Pay
Employee Referral Bonuses
Complimentary Zoo admission for employees and/or their families after 90 days of employment
Complimentary and discounted admissions to 75+ Florida theme parks for employee and/or their families
30% Employee Discount at Naples Zoo Gift Shop & Zoo cafes