Reservations Specialist

Description

Position Title: Reservations Specialist 

FLSA Classification: Full-Time, Non-Exempt

The Country Music Hall of Fame® and Museum has an opening for a full-time non-exempt Reservations Specialist in the Museum Sales Department.

Company Overview:   Accredited by the American Alliance of Museums, the Country Music Hall of Fame and Museum has been called the “Smithsonian of country music,” celebrated for its broad cultural impact, educational mission, and unrivaled collection of historically important artifacts. Chartered by the state of Tennessee in 1964, the Museum is a 501(c)(3) nonprofit, educational organization that documents and interprets the history of country music. The Museum collects objects and archival materials that illustrate the evolving history and traditions of country music and provides diverse learning opportunities through educational programs, publications, and exhibitions. 

First opened in 1967 on Nashville’s Music Row, the Country Music Hall of Fame and Museum launched its current downtown location in 2001. In 2014, the Museum unveiled a $100 million expansion that doubled its footprint. The Museum now encompasses 350,000 square feet of exhibition galleries, archival storage, retail stores, and event space. The Museum owns Hatch Show Print, a letterpress print shop opened in 1879, and it operates Historic RCA Studio B, where Dolly Parton, Elvis Presley, and many others recorded. In addition, the Museum offers the Taylor Swift Education Center for students, teachers, and families, and dedicated performance spaces in the CMA Theater and Ford Theater, both of which regularly host nationally recognized live music and cultural events.

In 2024, the Museum was awarded the prestigious National Medal of Arts by President Joe Biden. The medal is the highest award given to artists and arts institutions by the United States government. The White House Citation, which accompanied the medal, recognized the Museum’s work, which “preserves history, honors giants of the genre, and inspires future generations to write their own songs about the American story.”

What We Offer for Full-Time Hourly Staff: 

• Medical, Dental, Vision, Life Insurance Options
• Competitive Pay
• Paid Vacation and Sick Days
• Paid Floating Holidays (2)
• Time and a Half Holiday Pay
• 401(K) with Up to 3% Employer Match
• Employee Assistance Program (Free Counseling and Legal Services)
• Eligibility for Public Service Student Loan Forgiveness  
• FREE 24/7 Downtown Parking and Transit Benefits
• Continuing Professional Offerings
• Complimentary Museum Admission (For Yourself, Family, and Friends)
• Reciprocal Partnerships with Local Venues (The Nashville Zoo, National Museum of African American Music, tours at The Opry and The Ryman Auditorium, and more) 
• Up to 25% Discount in Retail Stores and Onsite Restaurant Venues
• Opportunities to Attend Exhibit Openings, Concerts and Special Events
• Employee Engagement Activities and Opportunities
• FSA and Dependent Care Options 
• Volunteering and Community Engagement Opportunities

Departmental Overview: The Reservations area is a key part of the Museum Sales and Guest Experience department which is responsible for admission sales and revenue for the Museum, Hatch Show Print Tours, Historic RCA Studio B Tours, and other publicly ticketed events or programs. It manages staff that impacts the guest experience, such as but not limited to box office sales, Information Desk, Membership Desk, greeters, tour guides, reservationists, and ushers. 

Job Overview: As a Reservations Specialist, you are the first person that our guests interact with on the phone. It is up to you to provide a prompt and friendly greeting, while assisting guests with a wide range of needs. This position reports to the Reservations Manager.

Specific Job Duties: 

• Maintain institutional and departmental standards while assisting guests with current knowledge of Museum products, programs, membership, exhibits, etc. 
• Assist guests with phone/online reservations and billing processes for admission packages, group tours, programs, memberships, events, and any other ticketing and/or service needs.  
• Proactively sell/up-sell products to provide the best experience for our guests and maximize revenue.
• Understand the internal phone transfer process and departmental structure to efficiently direct incoming calls. 
• Operate multiple software systems (Microsoft Office, Tessitura, EMS, etc). The necessary training will be provided.
• Support other areas of the Museum Sales and Guest Relations Dept. as needed.
• Complete other duties as assigned.

Requirements

Minimum Requirements:

• At least 2 years of customer service or hospitality experience 
• At least 2 years of college level coursework
• Knowledge of sales tactics and proactive up-sell strategies
• Ability to multitask, pay strict attention to detail, and think creatively and analytically
• Available to work varied shifts including evenings, weekends and holidays
• Must have outstanding communication skills (both written and verbal)

Preferred Qualifications:

• Knowledge of Nashville tourism highlights as well as country music history preferred

Conditions of Employment:

• Required to work weekends (standard schedule of Thursday - Monday) as well as some evening events.
• Must be able to walk and stand for long periods of time.

Notes to Applicant:

The Country Music Hall of Fame® and Museum is an equal opportunity employer. We respect the varied attributes, characteristics, and perspectives that make each person unique. The museum promotes an environment of respect, communication, and understanding, while actively providing opportunities for all employees of all backgrounds the skills, experience, and information necessary to succeed. The museum does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy, childbirth and related medical conditions), national origin, political affiliation, gender identity, sexual orientation, disability, genetic information or characteristics, age, membership in an employee organization, military or veteran status, or other non-merit factor. The Country Music Hall of Fame® and Museum does not tolerate discrimination or harassment based on any of these characteristics. 

We are a drug-free workplace and an equal opportunity employer that welcomes all qualified candidates to apply for open positions. The Country Music Hall of Fame and Museum is committed to providing a safe and secure environment for its staff and visitors. All offers of employment are subject to and contingent upon the successful completion of a background check and employment verification, including federally mandated E-Verify processes, as required for position.

Due to the high volume of applications received for this position, hiring managers will only contact candidates they are interested in scheduling for an interview. Please refrain from calling to inquire about the status of your application. 

Please upload a resume and cover letter when applying for the position.

Applications are only accepted online on our career page: https://www.countrymusichalloffame.org/careers