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Sales and Reservation Center Supervisor
at Monterey Bay Aquarium
Monterey, CA

Sales and Reservation Center Supervisor
at Monterey Bay Aquarium
Monterey, CA

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Job summary

The Sales & Reservation Center Supervisor is responsible for supervising sales associates. The Supervisor acts as sole on-site supervisor for weekend staffing of the Sales & Reservation Center, ensuring the optimal use and accuracy of information in all technology systems utilized by the Sales & Reservation Center and building relationships for returning groups, charter sleepovers and Destination Management companies (DMCs).

Core Responsibilities

  • Supervise Sales Associates, sole onsite supervisor on weekends, responsible for day-to-day operations under the leadership of the Manager of Sales Center & Hotel Business Development
  • Conduct weekly one-on-one employee support and development (ESD) sessions with Sales Associates and maintain regular communication with Manager
  • Contribute to meeting or exceeding the revenue goals of the Sales department as set forth in the annual Sales Plan and Objectives
  • Provide year-round Saturday and seasonal weekend and holiday coverage, maintain schedules for team guaranteeing daily coverage
  • Responsible for ensuring the optimal use and accuracy of information in the various database systems utilized by the department, including Galaxy, Raiser's Edge, phone system, Convergence, Salesforce and Live Chat
  • Responsible for reconciliation of all out-of-balance transactions
  • Responsible for ensuring Secret Shopper scores maintain current outstanding levels through monitoring and coaching staff
  • Manage all Sales inboxes and main voicemail
  • Manage Equarist, ensuring the inbox is kept up to date and ensure responses are written to all emails
  • Responsible for monitoring comments on our social media reviews of MBA (Yelp, Trip Advisor and Tidepool) and generating responses as appropriate
  • Responsible for managing the team involvement with social care (Facebook likes and Direct Messaging)
  • Monitors and trains associates on sales and service best practices
  • Monitors processing of all prepaid ticket orders, refunds and exchanges for hotel and corporate clients
  • Monitors staff's processing of group dated tickets and coupons, lunch vouchers and gift cards
  • Primary contact for returning general groups, charter sleepovers and third party clients, creating and maintaining a portfolio of customers
  • Coordinate specialty private guided tour requests with Tours and Adventures team
  • Provides support for Sales Associate duties; answering phone and Live Chat and actively selling Sales department products
  • Back-up to Sales Managers for Convergence client set up

Absolutely Required Skills / Knowledge / Ability / Experience or Education

  • Excellent written and oral communication skills
  • Minimum two years supervisory experience
  • Proficiency in Microsoft Office; including Excel, Word and Outlook
  • Strong organization skills and attention to detail
  • Excellent time management and problem solving skills
  • Minimum two years customer service experience in a related field
  • Ability to manage and process details accurately
  • Ability to work within and maintain Monterey Bay Aquarium's Core Values
  • Demonstrated commitment to Monterey Bay Aquarium's Leadership Competencies

Desired Skills / Knowledge / Ability / Experience or Education

  • Contact Center phone service and Live Chat experience
  • Fluent in English and Spanish languages
  • Two years database administration experience

Ancillary Responsibilities

  • Salesforce, Raiser's Edge, Galaxy

Reference # 23575
Posted on 04 Feb 2019
Location(s) Monterey Bay
Expertise Reservation Center
Work type(s) Regular, Full Time
Job level(s) Experienced
More details (document)
The Monterey Bay Aquarium is an equal opportunity employer. We are committed to fostering an environment free from any form of unlawful discrimination. Discriminatory actions are strictly prohibited and we are committed to engaging in affirmative action measures to ensure against discrimination.

It is the policy of the Monterey Bay Aquarium to promote a positive program of specific practices designed to ensure equal opportunity without regard to race, sex (including breastfeeding and conditions related to breastfeeding), color, creed, gender, religion, marital status, registered domestic partnership status, age, national origin or ancestry, physical or mental disability, special disabled veteran status, veteran status, medical condition, genetic characteristics and information, sexual orientation, gender (including gender identity and gender expression), family care leave status, or any other consideration made unlawful by federal, state or local laws.
VEVRAA Federal Contractor
We Request Priority Protected Veteran and Disabled Referrals for all of our locations

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