New England Aquarium
  • Reservations
  • Boston, MA, USA
  • Salary
  • Full Time Regular

The New England Aquarium is seeking a Reservations Supervisor to join our Group Sales & Reservations Department and oversee a team taking calls from the public and Aquarium members who are seeking information, are interested in purchasing tickets, or making program reservations. The Supervisor also has the opportunity to participate in off-site sales events. We are looking for an experienced supervisor passionate about delivering exceptional customer service experiences, to join our team and help support the mission of the New England Aquarium.


This is a full-time position offering a comprehensive benefits package. The schedule will be Sunday-Thursday with the possibility of a hybrid schedule working some days on-site and some days remotely. Flexibility may be required to meet the need of the business.


  1. Responsible for hiring, training, scheduling, and guiding the team of reservations agents to create exceptional and engaging visitor experiences.
  2. Serves as point of contact for reservations agents with customer problems and complaints. Ensures all issues are resolved.
  3. Monitors staff productivity and performance while ensuring calls are answered in a timely manner and professionally handled.
  4. Takes calls alongside reservation staff when needed and ensures all online inquiries, messages, and emails are answered within 24 hours.
  5. Conducts reservations checks for accuracy, closes out reservations made by the department on a daily basis, and balances daily check reports.
  6. Manages group inquiries submitted through the website for Aquarium tickets and programs.
  7. Compiles daily call center reports manages billing and payments and provides analysis as required.
  8. Ensures department is PCI compliant, makes sure all information is locked, saved, and discarded in the appropriate manner.
  9. Utilizes CISCO desk agent system and the supervisor function to monitor call activity and maintain exceptional service levels and job performance on the team
  10. Works with Marketing and IT to create and change phone messages and communicate changes to the Aquarium guest experience.
  11. Manages staff projects and performs other position-related duties, as assigned.


Minimum Training and Experience

  • Bachelor's Degree
  • 3 years of job-related experience with a minimum of 2 years in a supervisory capacity
  • Customer service experience in a fast-paced, high-volume environment and a commitment to delivering excellent customer service.

Knowledge, Skills, and Abilities

  • Excellent computer skills and a working knowledge of ATMS or a similar database-driven application.
  • Call center experience helpful.
  • Strong organizational and interpersonal skills.
  • Must be detail-oriented and able to prioritize multiple tasks.
  • Must be motivated, flexible, and willing to learn.
  • Proficiency in Microsoft Office (Word, Excel, and PowerPoint)

For more information and to apply online please visit:

New England Aquarium is committed to diversity in the workplace and is an Equal Employment Opportunity Employer as defined by the EEOC.

New England Aquarium
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