Reservations Coordinator

Great Lakes Science Center•Cleveland, OH

2d•Onsite

About The Position

The Reservations Coordinator is the front line of reservations at Great Lakes Science Center and often the first contact for school groups, families, and campers planning a visit. Reporting to the Reservations Supervisor, the coordinator responds to inquiries, books visits and programs, prepares groups for arrival, and serves as an onsite contact on the day of their visit. The role follows established reservation procedures, handles routine bookings and day-of adjustments, and refers exceptions to the Reservations Lead. The coordinator and Reservations Lead share inquiry, reservation, and payment duties to provide coverage, while the coordinator focuses on the group experience from initial contact through arrival. This is an onsite, in-person position involving guest interactions onsite, over the phone, and via email. The position requires familiarity with Science Center programs and enthusiasm for its mission. The role works in an onsite professional office environment and routinely uses standard office equipment. It has no supervisory responsibilities.

Requirements

Customer service experience is required.
Be honest, reliable, customer-focused, courteous, and self-motivated, with initiative and an interest in a fast-paced and fun environment.
Work closely and effectively with the general public while being friendly and outgoing.
Show curiosity about Science Center attractions and programs and communicate information to guests in an engaging and inclusive way.
Excellent written, telephone, and interpersonal communication skills are required.
Maintain a professional attitude.
Be comfortable with computers and able to learn reservation software quickly.
Demonstrate accuracy, customer service excellence, excellent communication by phone, email, and in person, teamwork, and flexibility.

Nice To Haves

Experience with reservations, ticketing, or payment processing.

Responsibilities

Deliver excellent customer service in accordance with the standards set by the Guest Services Manager.
Maintain familiarity with Science Center programs, events, and group and school visit options, and promote add-on purchases such as workshops, DOME Theater films, and membership.
Respond to phone and email inquiries about field trips, group visits, camps, and other programs.
Make reservations and complete registrations for group visits, field trips, camps, and other programs.
Process payments.
Send welcome emails to upcoming groups once final payment is received.
Create and distribute greet sheets for the box office, and provide the Store and contractors (Levy, Lakeside) with daily and weekly field trip and group schedules.
Greet groups on arrival, confirm final headcounts at check-in, and provide final counts to the Reservations Lead.
Coordinate day-of changes with the Box Office, Guest Engagement and Education, and update reservations in Altru.
Serve as an alternate contact for group leaders, both face-to-face and through other channels.
Resolve group reservation questions and concerns onsite, especially on weekends, working with the Guest Services Supervisor on duty.
Send post-visit follow-up or thank-you messages after group visits, field trips, and other programs.
Provide coverage for the Reservations Lead as needed, following up on messages and tracking group leader questions for follow-up.