Recreation Supervisor - Guest Services

Under general direction of the Facility Manager, the Recreation Supervisor of Guest Services performs a wide range of duties within the Recreation and Parks Department. The Recreation Supervisor of Guest Services provides direct oversight of the management and operations of the front desk, providing leadership and support for part-time Recreation Aides. This position works with the Facility Manager to collaboratively develop and implement a high-quality customer service philosophy, policies and procedures relating to the day-to-day operations of “The Well,” Hilliard’s new 111,000 square foot recreation and wellness center.

This position is responsible for development and implementation of sustainable comprehensive training program for guest services staff, budgeting and financial management, Rec Trac software administration and back-end development, compliance with safety and security. The Recreation Supervisor of Guest Services plays a crucial role in ensuring that the recreation and wellness center runs efficiently, provides a safe and welcoming environment, and meets the needs of the community.

Provides leadership and supervisory skills for a team of guest services staff through effective communication and demonstration of Hilliard’s Promise, vision, mission, and values.

Demonstrates and trains team on outstanding customer service; answers questions from the public and direct reports, resolves problems, and streamlines processes, procedures, and trainings; provides facility tours; coordinates the scheduling of rentals and logistics of room set ups.

Supervises and develops leadership, customer service, and training program for part-time staff; recruits, interviews, and hires Recreation Aides; provides training, communication, assistance, and guidance; conducts performance evaluations; management of staff scheduling, reviews and approves payroll for part time employees.

Assists and works collaboratively with other Recreation Supervisors with the promotion of programs, classes, leagues, activities and/or special events for the department by recognizing the need to promote and update TV displays, kiosks, screens, bulletin boards, stocking and maintaining flyers, activity guides, etc.

Works collaboratively with the Facility Manager to provide direct supervision and safety of the building and all related operational facility duties.

Oversees the use of Recreation and Parks facilities, including buildings, parks, pools, and adjacent grounds. Responsible for daily operations of facilities to be maintained in a safe and secure manner for program/activity participants. Reports any issues.

Assists in the management of the recreation and wellness center membership base, membership fee types for all facilities and work collaboratively to track metrics of the facility to identify successful operating procedures.

Ensures applicable records, reports, and data are compiled and maintained as directed.

Works collaboratively and independently on team projects to include computer programming, software applications, reports, data formulation, policies, procedures, annual shut down needs, etc.

Manages emergency situations appropriately and follows protocols, policies, and procedures, and makes recommendations for revisions of all policies, procedures, and Emergency Action Plans for facilities. Responsible for training their staff on Emergency Response Procedures and maintaining CPR and other certifications as required per department policy.

Works collaboratively with independent organizations regarding facility use and scheduling.

Attends all required professional development training sessions and workshops as related to industry best practices to ensure compliance with federal, state, and local laws.

Participate in a rotating on‑call supervisor schedule to support departmental operations, including but not limited to completing daily deposits, conducting mail runs, responding to alarm system notifications, and assisting with staff communication and other operational needs.

Works collaboratively with the Finance manager to process the daily deposit, reports and collaborates with the Finance Department for best practices,…