Job Title: Reservationist/Greeter

FLSA Status:  Non-Exempt

Reports to: Reservations Supervisor 

 Job Summary:  The purpose of this position is to interact with guests and potential customers to encourage them to visit Coral World and to engage in activities and encounters while here.  The objective is to ensure that guests have a great experience.  This person is responsible for responding to a wide range of in-person and telephone inquiries about the park and activities and encounters in a courteous, professional and knowledgeable manner. This person is also responsible for processing reservations and performing pre and post-sales customer service. The reservationist must communicate clearly with guests and prospective guests, obtain all necessary information, and ensure that guests are eligible to participate in the activity or encounter for which they are booked. Reservationists must be knowledgeable about activities and encounters, promotions, pricing and sales strategy to ensure guests have an outstanding experience and give Coral World a high rating.  

 Duties and Responsibilities (Including but not limited to):

 Reservationist 

• Are stationed at the Tower Activity and Encounter Kiosk or such other location as may be established for reservations and are responsible for meeting, greeting and directing every customer who approaches the kiosk or otherwise seeks information and assistance
• Must be knowledgeable about Coral World’s activities and encounters so they can answer all customer inquiries, identify and escalate a sales opportunity into a sale and upsell by offering additional activity and encounter suggestions
• Process, enter, and confirm reservations for walk-up and call-in customers who may be individuals calling directly or concierges and tour desk agents calling on behalf of guests
• Must be courteous, attentive, friendly, cooperative and professional with customers at all times
• Must be accurate and prompt when inputting reservations into the reservation system to avoid problems like overbooking a time slot, duplication of reservations, or deletion of a reservation
• Must know all restrictions applicable to a particular activity or encounter so they can avoid booking activities and encounters for guests who are unqualified to participate.
• Must actively engage all customers in a friendly, courteous and helpful manner, especially with pre and post activity and encounter customers, to ascertain their level of satisfaction with the encounter and the park
• Must fully support and cooperate with activity and encounter staff to ensure smooth operations and communicate scheduled activities and encounters to the responsible staff in a timely manner, including any potential guest issues
• Update and maintain the master reservations schedule in whatever manner it is currently maintained (e.g., in-house reservation system, online reservation system)
• Promptly answer incoming calls in a pleasant and courteous phone manner
• Handle guests and calls in the most efficient manner to minimize waiting time for on-site gu