Careers

Job Title: Reservations Center Supervisor

Reports To: Visitor Services Management Team (Director & Assistant Director of V.S.)

Primary Responsibilities:

• Guided by the vision and mission outlined in the Visitor Services Department’s Master Plan the Reservations Center Supervisor will provide leadership in the creation and sustainability of a customer-centered culture within the Reservations Center as it interacts with all internal and external customers.

• As part of the Visitor Services supervisory team, the Reservations Center Supervisor helps to set the tone and serves as an outstanding example through their behavior, attitude, and overall professional approach.

• Works closely and communicates constantly with team mates within and outside of the Visitor Services Department in order to create a seamless, efficient, and impressive experience for all Reservations Center customers – both internal and external.

• Works with the Visitor Services Management team to establish, implement, execute and monitor and improve the policies and procedures of the Reservations Center and the Visitor Services Department.

• Supervises the CSC Reservations Center

• Hires and provides daily support & supervision the Reservation Center staff including scheduling, performance management, motivation, and performance reviews.
• Supervises the daily operations and all functions of the Reservations Center.
• Handles reservations related issues, problems, and opportunities with external clients and internal staff
• Stays current with all CSC offerings, programs, operational issues, objectives & goals, and continuously communicates information to Reservation Center staff and other Visitor Services team members.
• Provides Data/Reports/Analysis of activity, inquiries, and trends
• Provides backup to the Reservations Specialists as needed

• Reservation Fulfillment

• Oversees the fulfillment and timely mailing of all group packets, special event tickets, payment notifications and confirmation letters.
• Ensures that all CSC policies in regards to payment and cash handling are adhered to, and that all accounting, reporting and documentation related to such matters are timely and accurate.

• Takes Lead role as keeper/coordinator of The Master Calendar

• Adds all internal and external events/programs/functions to the Master Calendar as well as the time needed on the Calendar for support operations that need scheduled time to execute events (ie: housekeeping, set/up clean up).  Books all necessary rooms and venues.
• Books the limited amount of shared physical resources (ie:  CSC owned chairs, tables, easels, A/V equipment, podium)
• Refreshes view-only edition for use on intra-net
• Establishes procedures and plans on how the Master Calendar is updated and maintained in the absence of the RC Supervisor

• Serves as the contact and coordinator for all external clients requesting non food-related events (room rental only events.)

• Plays a key role at Operations Committee meeting in providing data and general information to update/confirm details, roles, and responsibilities of each department for upcoming events.  Reviews past events for process improvement.

• Performs other work related duties as necessary.

Requirements:

• Outstanding interpersonal and communications skills
• Superior customer service skills and strategies
• Proven team player who can work gracefully under pressure in a sometimes chaotic environment -  preferably with a sense of humor and joyful spirit
• Bachelor’s Degree preferred
• Extremely detail oriented
• At least 2 years supervisory experience, preferably in a reservations center environment, with proven experience coaching, motivating, recognizing and rewarding staff.
• Previous experience and proficiency with complicated scheduling and group reservations systems and procedures
• Excellent computer skills and high comfort level with learning new, complex computer reservations systems
• Proven ability to coordinate/schedule complex logistical details, as well as the ability to create and analyze detailed operational schedules and reports.
• Ability to have flexible work schedule which may include some weekends, evenings and holidays.

To Apply:

Please email cover letter, resume, and salary requirements to VisitorServiceJobs@CTScienceCenter.org

Or mail them to:

Connecticut Science Center
50 Columbus Boulevard
Suite 500
Hartford, CT 06106
Attn:  Visitor Services Department

The Connecticut Science Center is an Equal Opportunity Employer.