• Facilitate excellent communication with new prospects, repeat/booked clients, and internal departments to ensure smooth visits for all groups.  Always represents the zoo with professionalism and positivity.
• Support client retention efforts through timely follow-up to group inquiries, customized recommendations and added value offerings, proactive communication, and exceptional service before, during, and after visits.
• Collaborate with all internal departments, ensuring the Zoo’s preparedness for group arrivals.
• Work closely with Visitor Experience to troubleshoot guest concerns and operational issues, escalating complex sales or service matters to the Group Sales Manager, as appropriate.

• Manage the administrative fulfillment of group sales from booking through visit completion, including quotes, contracts, invoicing/payments, ticket fulfillment, visit details, internal communication and Event Memo calendar updates, inventory, sponsorship deliverables, and post-visit follow-up.
• Maintain accurate and timely customer, sales, and activity records in CRM and assist with sales reporting, tracking, and performance metrics.

• Work closely with Zoo's Private Event & Catering partner, SSA, to generate group plans and tickets.
• Handle administrative elements of third-party and other retail ticket distribution programs.

• Lead the Zoo's birthday party program, including scheduling, customer and internal communication, day-of-coordination, quality assurance, enhancing the experience, and growing revenue.
• Supervise, schedule, train, and support Birthday Party Coordinators, ensuring consistent service standards and a positive guest experience.

• Maintain Group Sales procedures, resources, templates, and training materials to support consistent and efficient operations.
• Assist the Group Sales Manager in building efficiencies, enhancing the visitor experience, and implementing industry best practices.
• Provide support for the Special Events Team, as needed.
• Perform other duties and special projects that support group sales objectives and the Zoo's mission.

DESIRED QUALIFICATIONS

• Degree or relevant coursework in Business, Sales, Marketing, Communications, Hospitality, Tourism, or related field is preferred.
• Proven experience in similar role, administration and/or a customer-facing role is ideal.
• Previous leadership, supervisory, or team coordination experience preferred.
• Excellent computer skills required; Familiarity with ticketing, database, CRM systems a plus (i.e. Gateway’s Galaxy and Microsoft Dynamics).
• Equivalent combinations of education and experience sufficient to successfully perform the essential duties of the job will be considered. 

Required Knowledge, Skills & Abilities

• Demonstrated understanding and acceptance of the Core Values and Behaviors of the Cincinnati Zoo & Botanical Garden.  Lives these on a day-today basis, “Modeling the Way” for others.
• Have a demonstrated affinity for the Mission of the Cincinnati Zoo & Botanical Garden.
• Customer service and continuous improvement mindset to always enhance the experience for attendees.
• Excellent attention to detail, project management and interpersonal & organizational skills.
• The ability to meet deadlines and shift priorities in a rapidly changing environment.
• Must be able to work independently with little supervision but also collaborate in a team setting.
• Strong oral and written communication skills; strong organizational, teamwork, and customer service skills are essential.
• Requires a positive individual who is highly professional, motivated, proactive, and helpful, who is able to gain cooperation through expertise, credibility, and building positive working relationships.
• Appropriate professional appearance, attitude and personality to work effectively with Zoo staff members, guests and the public.  Be timely and reliable in attendance and performance.

• Employment is contingent upon successful completion of a post-offer, pre-employment drug & nicotine screen, TB test, and background check. 
• While performing the duties of the job, the incumbent is regularly required to stand, walk, and perform physical labor to assist with event set-up.
• The candidate may be exposed to outside weather conditions.
• Must be able to lift/move/carry up to 35 pounds without assistance. 
• Must possess a valid driver’s license and be insurable to drive a Zoo vehicle. 
• Ability to work nights/weekends/holidays and long hours, when required for events.
• Must also have manual dexterity to use a computer mouse and keyboard.