Admissions Assistant Manager

JOB DESCRIPTION

Position Title: Admissions Assistant Manager

Date: August 22, 2022

FLSA: Non-Exempt - Hourly

Department: Admissions

Division: Guest Services

Reports To: Senior Manager of Admissions

Occupational Summary

Ensures smooth and efficient ticketing operations by providing work direction, guidance, goals, reports and system maintenance while maintaining a high level of visitor satisfaction. Acts as one of the primary management points of contact for Admissions and supports all areas of operations for Member Services and Group Sales.

Primary Duties and Responsibilities

1. Coordinates with the Senior Admissions Manager on goals and tracks data for incentive programs.

2. Assists in managing, developing, organizing, and coordinating the activities of all admissions staff. Provides feedback and performance reviews, manages breaks, weekend coverage, sick coverage, and time off requests.

3. Responsible for handling customer complaints, trouble-shooting computer problems, and maintaining an efficient customer-friendly operation onsite and online.

4. Responsible for ensuring all guest requests received via email or phone are handled appropriately in a timely manner.

5. Manages the compilation of weekly, monthly, quarterly, and yearly reports for attendance, zip codes, group scheduling, and other data as needed.

6. Manages the input of capacities to the admissions software. Updates ticket templates monthly per the agreement with our restaurant sponsorships.

7. Assists with hiring, training, scheduling, evaluating, and counseling staff including daily meetings and ongoing customer service training and team-building.

8. Ensures compliance with cashiering and company policies referring to balancing, auditing and reporting cashier accuracy.

9. Assists the internal and external customer with special needs such as consignment tickets, changing schedules, special events, and promotions.

10. Oversees the ordering of supplies, maintains operating inventories, and performs general office duties.

11. Maintain an ongoing knowledge base of Aquarium offerings, seasonal promotions, IMAX movies, and any other special events.

12. Serve as a point of contact and troubleshooter for the admissions software and hardware systems.

13. Collaborates with Member Services, Group Sales, Visitor Services, Events, Development, and Education from a functional and relational standpoint. Communicates pertinent information to staff and serves as a resource for problem-solving operational and service issues.

14. Serves as a liaison for computer support vendor, schedules and coordinates equipment repairs and upgrades.

15. Ensures the Tennessee Aquarium’s core values, service standards and mission are maintained.

Knowledge, Skills, and Abilities Required

• High-level oral and written communication and interpersonal skills

• Good typing and organizational skills

• Ability to work with various databases and computer applications

• Customer service or sales experience

• Must be available to work holidays, a rotational weekend schedule, additional weekends as needed for coverage, and events as needed.

• Act in anticipation of future problems, needs, or changes

• Strong multi-tasking ability and time management skills

• Strong supervisory, phone, and people skills

• Organizational skills with strong attention to detail

• Ability to work collaboratively with other departments

• Ability to deal with a wide variety of challenges and maintain poise under pressure

Educational and Experience Requirements

• Bachelor’s degree preferred

• Management or supervisory experience preferred

• Minimum of three years’ experience in a related field

• Knowledge of ticketing systems preferred

Licensea and/or Certifications Required

None

Supervises

Admissions Leads

Cashiers (full-time, part-time, seasonal)

Overall, approximately 17 - 24 people report to this position

Member Services and Group Sales staff when acting as the manager on duty

Working Conditions

Normal office environment

Physical Demands

Some extended periods of standing and walking

Some lifting carrying, up to 30 pounds

Walking between locations on campus

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not construed to be an exhaustive list of all job duties performed by the personnel so classified.

The Tennessee Aquarium is an equal-opportunity employer committed to promoting an inclusive environment that values and supports diversity and equity among staff, volunteers, and all of its audiences.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.