Guest Services III - Edina Aquatic Center

Overview

This Guest Services III position ("Guest Services Lead") is a working lead, involved in the rotation of Guest Services II shifts and taking on additional responsibilities. Guest Services employees are the friendly and welcoming faces at the admissions and concessions areas. The role provides service efficiently, consistently, and politely to meet each Aquatic Center guest’s expectations. Applicants must be comfortable working face to face with customers in a fast-paced, high-volume facility.

Scope of Impact:

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. Cross-training to work in both concessions and admissions will be evaluated by facility management at mid-season. The staff are expected to collaborate and communicate positively with other facility staff, vendors, and the public.

The Guest Services III position aims to elevate the capability of Guest Services areas (Admissions or Concessions) to become more self-sufficient during the busiest parts of the day in a highly volatile and fast-paced facility that sees 1,000+ visitors a day. In each area (Admissions or Concessions), the Guest Services III will lead day-to-day management of all rentals, parties, and groups, including delivering high-end service for cabana or rental spaces (setup amenities, taking food/drink orders, ensuring cleanliness, handling reservations and special requests, and check-outs), and coordinating with other staff for a seamless, high-end experience.

This position reports to the Assistant General Manager and takes 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 the go-to contact and leader within a designated area (Admissions or Concessions) during critical business times (closing shifts, birthday events, weekends).
• Provides on-site coaching and ongoing evaluation for Guest Services II within a designated area, assisting Managers in formal documentation of efforts.
• Assists with executing weekly in-service sessions to address recurring themes or obstacles affecting performance, best practices, or seasonal reminders within a designated area.
• Manages day-to-day coordination and execution of all rentals/parties/groups, including but not limited to:
  • Guest relations: greet guests, escort to cabanas, provide information, anticipate needs, resolve issues
  • Service delivery: take and deliver food/beverage orders, manage payments (POS), ensure prompt service
  • Space setup/takedown and maintenance: prepare spaces, restock supplies, maintain cleanliness, report damaged equipment
  • Sales and upselling: sell rentals and other amenities; build client relationships
  • Coordination: work with F&B, housekeeping, and management to ensure high service standards
  • Security and safety: monitor pool area, maintain guest privacy, report safety concerns
• Maintain a high level of readiness to respond to facility-wide emergencies and assist in executing facility Emergency Action Plans (EAPs).
• Uphold and model the City of Edina values of Integrity, Quality, and Service (IQS) in all interactions.
• Serve as a working lead within the rotation of other Guest Services staff, offering knowledge and expertise on best practices and modeling or assisting in task completion at a high level, including:
  • Greeting and welcoming all customers
  • Operation of Point of Sale (cashier)
  • Policy enforcement
  • Food preparation and service
  • Cleaning and organizing workspace
  • Event and rental day-to-day management and turnover
    • Party/Group/Rental setup and takedown, cleaning, restocking, etc.
  • Restocking supplies
  • Opening and closing procedures as required
  • Trash removal
  • Other duties, as assigned

• Must be 17 years of age or older
• Clear and concise written and oral communication skills
• Ability to produce quality, accurate work, multitask, and use work time productively
• Ability to establish and maintain effective, respectful, and…