Job Openings >> Coordinator, Ancillary Operations
Coordinator, Ancillary Operations
Title:Coordinator, Ancillary Operations
Department:Guest Relations

The Coordinator, Ancillary Operations (AO) is charged with delivering a consistently exceptional experience for all guests while successfully supporting logistics and reservations for programs, experiences, and ancillary ticketing partners with earned revenue targets. This individual will aid in achieving AO’s revenue strategy with a primary focus on internal and external customer relationships related to hotel partnerships and group reservations/paid tourism. In this role, travel, both locally to hotels, and across the country to tourism conferences and trade shows is a must.

This individual will also support the execution of Shedd events such as Jazzin’, After Hours, and Overnights, as well as onsite programs such as virtual encounters and Extraordinary Experiences. This person will provide support coordinating AO related efforts between departments: creating reservations, Jira tickets, supporting ticketing and payments, and functional understanding of VenuOps (event management software). The coordinator will serve as liaison and resource to the Central Station team, ensuring seamless booking of paid tour groups, public and private programs and reporting of program revenue and fill rates, and supporting incoming calls and emails as appropriate. This Coordinator is responsible for providing a seamless and joyful welcome for guests within these programs and events and works closely with Guest Relations Floor Operations to ensure the pre-visit, post-visit and onsite experience adds value to Shedd programs and/or events. This person works closely with partner departments to coordinate details and staff training for new and existing programs and events.

Essential Duties & Responsibilities include the following as well as other duties as assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Demonstrate commitment to Shedd’s vision, mission, and values:
  • Hotel Partner Liaison
    • Cultivate, foster and maintain relationships with:
      • Hotel front desks/concierges through email, phone and direct visitation
      • Ateema
    • Facilitate sales of bulk tickets to hotel partners
    • Assist with booking questions and issues as they arise
    • Track approaching expiration dates and contact partners to re-purchase
    • Delivery of tickets to hotels, sometimes in person, other times via FedEx
  • Support Group Reservations for Paid Tourism both onsite and in the Field
    • Attend conferences such as NTA, SYTA, ABA and IPW
    • Monitor the Groups Central Station inbox
    • Assist with booking questions and concerns raised by Tour Operators as well as booking/payment processing for paid tourism/groups
    • Partner with Guest Relations and Learning to maintain awareness of school group procedures (capacity, arrival times, Learning Programs, etc.) and adapt as needed to meet tour group needs
    • Annually update the tour operator profile sheet
  • Act as secondary contact for Extraordinary Experience, including virtual encounters
    • Manage leads from Contact Us as well as internal requests
    • Assist with details relevant to smooth execution of onsite and virtual encounters
    • Occasional confirmation and payment for virtual encounters
    • Understand and support logistics for Extraordinary Experiences
    • Maintain awareness of the Extraordinary Experience Central Station inbox and support responses escalated issues and high-volume periods
    • Backup Asst. Manager of AO with communication to all parties for VIP one-off experiences
    • Support on floor execution of seamless and joyful welcome of registered guests (including waivers)
  • Support Shedd events (Jazzin’ and After Hours) as needed
    • Work in concert with Ancillary Operations and Guest Relations to execute planned events
  • Support promotion of Ancillary activities
    • Coordinate digital and physical signage needs and web updates for Ancillary programs
    • Support team training and coaching for onsite and advance Ancillary sales
  • Act as support to Central Station team
    • Attend Central Station Team meetings to provide AO updates and bring important details back to AO.
    • Support switchboard and inbox coverage as needed for peak periods and team meetings
    • Respond to incoming emails from Contact Us, Groups, Membership related to Ancillary Operations ​​​​​​​


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Prefer Bachelor’s degree, preferably in business management, hospitality management, marketing or related areas.



  • Three to five years of experience supporting Guest Relations and Events, Tessitura experienced preferred
  • Experience supporting multiple internal and external stakeholders
  • Experience working within complex organizations and ability to multi-task is critical.
  • Demonstrate experience using databases to track and analyze information.
  • Effective and accurate verbal and written communication skills are necessary.
  • Ability to have a flexible schedule for nights and weekend hours/events as needed
  • Experience supporting large-scale events.

Other Skills & Characteristics:

  • Time management skills, enthusiasm, creativity and teamwork required.
  • Strong interpersonal skills with the ability to work quickly, effectively and independently with stakeholders at all levels. Adept and persuasive communication skills.
  • Ability to establish and sustain working relationships with co-workers, partners and vendors.
  • Strong work ethic and positive demeanor.
  • Attention to detail and flexibility are important.
  • Composure: ability to stay cool under pressure.
  • Action oriented and strong problem-solving skills.
  • Management skills and confidence giving direction.
  • Ability to accommodate a flexible schedule including nights and weekends.
  • Bilingual (English/Spanish) a plus.

We strongly encourage people of color, LGBTQ+ community, veterans and active duty military, parents, individuals with disabilities, and individuals from all cultural backgrounds to apply. Shedd Aquarium is an equal opportunity employer and welcomes everyone to our team. If you need a reasonable accommodation at any point in the application or interview process, please let us know. In your application, please feel free to select which pronouns you use (For example – she/her/hers, he/him/his, they/them/theirs).
This opening is closed and is no longer accepting applications
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