Guest Services III - Edina Aquatic Center

Overview

This Guest Services III position (“Guest Services Lead”) is a working lead, meaning it is involved in the rotation of Guest Services II shifts, but will require additional responsibilities. Guest Services employees are the friendly and welcoming faces at the admissions and concessions areas. Providing service efficiently, consistently, and politely, this position ensures that each Aquatic Center guest’s expectations are met.

Applicants must be comfortable working face to face with customers in a fast-paced, high-volume facility.

Guest Services employees will be placed in either concessions or admissions at the start of the season and are expected to work a minimum of 20 hours/week on average and must be 17 years of age or older. The ability to be cross trained and work in both concessions and admissions will be evaluated by facility management at a mid-point of the season.

The expectation of this staff is that they collaborate and communicate in a positive fashion with other facility staff, vendors, and the public. The Guest Services III position is one that is looking to elevate the capability of Guest Services areas (Admissions or Concessions) to become more self-sufficient in the busiest parts of any given day at a highly volatile and fast-paced facility that sees 1,000+ visitors a day.

The Guest Services III in each respective area (Admissions or Concessions) will be charged with ensuring their teams operate at the highest level through direct and continued coaching and a lead by example attitude. GS Leads also would own day-to-day management of all rentals/parties/groups, including providing high-end servicing of cabana or rental spaces including but not limited to setting up amenities, taking food/drink orders, ensuring cleanliness, and addressing guest needs like reservations, special requests, and check-outs, while upselling services and coordinating with other staff for a seamless, high-end experience.

This position reports to the Assistant General Manager, and will also take direction from the General Manager, Facility Coordinator, Certified Pool Operator(s), Birthday Party Coordinator, Seasonal Managers, and Early Morning Supervisors.

• Serves Guest Services II staff and the public as go-to contact and leader within a designated area of Guest Services (Admissions or Concessions) during critical business times (closing shifts, birthday times, weekends)
• Provides Guest Services II on-site coaching and continued evaluation, within a designated area of Guest Services (Admissions or Concessions), assisting Managers in the formal documentation of said efforts
• Assist with executing weekly in-service sessions, focused on addressing recurring themes or obstacles resulting in poor performance, missing best practices, or important seasonal reminders within a designated area of Guest Services (Admissions or Concessions)
• Manage day-to-day coordination and execution of all rentals/parties/groups, including but not limited to:
  • Guest Relations:
    Greet guests, escort them to cabanas, provide information, anticipate needs, and resolve issues
  • Service Delivery:
    Take and deliver food/beverage orders, manage payments (POS systems), and ensure prompt service
  • Space Setup/Takedown & Maintenance:
    Prepare rental/party/group spaces before opening, restock supplies, maintain cleanliness through cleaning & trash removal, report damaged equipment, turnover/teardown rental/party/group spaces
  • Sales & Upselling:
    Sell rentals and other amenities; build client relationships
  • Coordination:
    Work with F&B, housekeeping, and management to ensure high service standards
  • Security & Safety:
    Monitor the pool area, maintain guest privacy, and report safety concerns
• Maintain a high level of readiness (mental, physical, emotional) to respond to facility-wide emergency situations and assist in the execution of facility Emergency Action Plans (EAPs).
• Uphold and model the City of Edina values of Integrity, Quality, and Service (IQS) in all interactions with guests and other staff.
• Serve as a working lead within the rotation of other Guest Service staff while offering knowledge and…