Manager, Operations & Reservations Position Available In New York, New York

Manager, Operations & Reservations American Museum of Natural History – 4.1 New York, NY Job Details Full-time $64,500 – $66,500 a year 6 hours ago Qualifications Hospitality Customer service Mid-level High school diploma or GED Supervising experience Bachelor’s degree Hospitality Management Guest services Business 2 years Full Job Description Posting Details Position Information Position Title Manager, Operations & Reservations Department Visitor Services – 080 Position Summary The American Museum of Natural History is one of the world’s preeminent scientific and cultural institutions, and has as its mission to discover, interpret and disseminate information about human cultures, the natural world and the universe through a wide-ranging program of scientific research, education and exhibition. The Visitor Services department is seeking a full-time Manager, Operations & Reservations to manage and support the Guest Services and Central Reservations departments by providing in-depth staff development training on Tessitura functionalities and department policies. The Manager provides coaching to optimize staff performance and increase department productivity and monitors and tracks order entry accuracy of all Central Reservations employees. The Manager processes reservations of groups, trade partners, visitors, members and special programs and provides reports as requested. Additionally, the Manager offers updates and daily communications to both internal staff and across departments on relevant issues, dates and events and troubleshoots and report any system anomalies to the appropriate parties. Job duties include, but are not limited to: Provide support for daily Visitor Services operations including support at POS stations and participating in the Officer of the Day program, which supports onsite Museum operations by responding to visitor needs and concerns throughout the building. Assist and support daily check-in of school and tour groups throughout the building, including School Reception, Rose Center, Subway, Lunchrooms and other locations. Supervise Guest Services and Central Reservation staff, including in-depth staff development training, hiring, coaching and reviewing of procedures within the Central Reservation team. Develop, maintain and regularly update a Central Reservations knowledge base, including SOPs, training manuals and system documentation to ensure consistency. Generate reservations for visitors, members, voucher clients, school groups, adult groups and employees, reviewing and adjusting orders for accounting. Generate and review reports for buyout, school groups and adult groups. Analyze operational data to identify trends, improve efficiency and support the Senior Manager with decision-making. Communicate across departments to ensure relevant information is received, troubleshooting ticketing issues as required and communicating with appropriate departments to resolve. Train staff on specific processes, updates and contingency plans for common disruptions within Central Reservations (e.g., short-term system outages, unexpected staff absences). Assist in handling call volume to streamline visitor, member, voucher client and group communications. Answer web mail, which can include inquiries about ticketing, general information, accessibility, etc. Maintain availability to work both weekend days each week. The expected salary range for the Manager, Operations & Reservations is $64,500/annual – $66,500/annual. The AMNH offers an extensive benefits package designed to meet the needs of our dedicated and diverse community. Pay will be determined based on several factors. The hiring range for the position at commencement is based on the type of work and the scope of responsibilities. The salary and placement offered is based on a number of individualized factors, including, but not limited to, skills, knowledge, training, education, credentials, areas of specialization and depth and scope of experience. Minimum Qualifications High School Diploma or equivalent. Two years supervisory experience in customer service, ticketing or hospitality. Experience with guest services and ticketing systems. Preferred Qualifications Bachelor’s degree in business, hospitality, computer science or another related field. Physical Demands Must be able to remain in a stationary position (sitting or standing) for prolonged periods. Must be able to occasionally lift up to 20 pounds. Must be able to move about the Museum campus. Category Full-Time Total Number of Scheduled Hours Per Pay Period 70 Union Status Non-Union FLSA Exempt Expected Salary Minimum $64,500/annual Expected Salary Maximum $66,500/annual