This position is a two-fold job: Group Coordinator and Ticket Office Manager.
Group Coordinator:
This portion of the job requires excellent communication skills, organizational skills, and customer service skills, as well as attention to details. You need a basic knowledge of Excel spreadsheets, Microsoft Officee 365, and DocuSign. Your responsibilities and tasks will include:
-Collecting lunch and final passenger counts for each group.
-Assign places for each group to sit and create paperwork showing that information for each day as it comes (this is necessary for the MOD, operating department, and Sales Manager to have any day that groups arrive).
-Corresponding with the culinary team regarding group lunches and requests.
-Create paperwork for culinary which shows them where to put the lunches for each group.
-Assist the sales manager with greeting and helping the groups board the train.
-Complete any other tasks assigned to you by your supervisor and be all around team player.
Ticket Office Manager:
This portion of the job requires excellent communication skills, customer service skills, and people skills. As you are managing a team of people in a department that is extremely vital to this business, you must have a thorough understanding of the office policies and an open line of communication with upper management. Your basic duties include:
1. Knowledge of normal reservationist duties.
-answer the phone
-book reservations
-reply to ticket office emails
2. Schedule employees with the allotted amount of coverage needed based on the season and the number of trains running.
- Talk to employees regarding time off requests (which should be submitted a month in advance unless it’s an emergency)
- Schedule should be done as far in advance as possible.
3. Make sure that all voicemails are answered and noted.
- Make sure that the phones are off night mode.
4. Make sure that each cash drawer is counted and balanced each morning prior to opening the ticket office.
- The manager must sign off on this every day.
- The drawers must be fully counted at the beginning of each day and the end of each day; even if the same agent is using the drawer, it must be counted every single time.
5. Handle disgruntled customers.
- If the situation is truly out of hand, the manager can escalate the issue to his/her supervisor if need be.
- The manager needs to instruct his agents to direct difficult customers his way so that he can handle the issue away from the rest of the customers.
6. Help resolve interoffice issues.
- If there is a disagreement amongst the ticket agents, the manager needs to be involved and document what happened.
- If an agent shows up to work impaired from using substances of any kind that are inappropriate for work, the manager is to send that person home immediately, document the incident, and report it to the Ticket Office administration or HR immediately.
- The manager is never to discuss other agent’s or co-workers’ business with others (unless it is speaking with administration or HR because they’re concerned for the employee’s safety).
7. Be professional.
- Do not bring personal drama into the workplace.
- Be at your station on time and be prepared for the day.
- Remember that you set the standard for that office.
- Look the part... be neat and tidy.
8. Notify agents of any changes that will affect them.
- Have a meeting each morning with your agents to discuss the duties of the day and specifics (groups or cruise passengers that are coming, etc.).
- Print memos for the agents to sign off on that will affect how things are run in the office.
- Reassign passengers that were booked if a car has to be pulled off the train and call them as a courtesy to let them know of the change.
9. Make sure ticket agents have checked that any tickets that are required for the next day have been printed and filed.
10. Handle any credit card disputes that customers may file with their bank.
11. Reply to reviews that we receive online.
12. Learn the backend of our reservation system to assist with creating the booking schedule for our website.
-Knowing this is essential, as there are a lot of changes and updates happening that need to be reflected on the reservation system.
13. Interview, hire, and train new employees.
-Work with HR to set up interviews.
-Training of new employees can be assigned to the team under the supervision of the manager.
Company Description
Family Friendly Tourist Attraction
