Guest Services Lead

Guest Services Lead Job Posting

Position Type: Part‑Time

Hiring Wage Range: $18.48 - $23.10/DOQ

Full Wage Range: $18.48 - $27.21

Benefits: IMRF, Paid Holidays, Sick Pay, Vacation Pay, Personal and Emotional Well Being Day. Free fitness center and aquatic membership and other facility usage discounts.

The Guest Services Lead will act as the Mundelein Community Center ("MCC") "Manager on Duty" in the absence of supervisory staff and will assist the Guest Services Specialist with all aspects of guest services and Active Net operations. This position is responsible for providing excellent customer service, overseeing front desk transactions, monitoring the MCC facility, and responding to program needs. Hours may vary, including days, nights, weekends, and holidays.

Must be 18 years or older. High school degree. Excellent customer service skills. One year of customer service experience is required. Knowledge and familiarity with computer software programs. Emphasis on a team-based atmosphere. Energetic, enthusiastic, and motivated. Excellent problem‑solving abilities. Excellent verbal communication and leadership skills. Bi‑lingual an asset. CPR, First Aid and AED certification required; if not certified, must become certified.

• Greet all who enter the MCC front entrance in a positive friendly manner.
• Perform front desk services and operations at MCC, providing excellent customer service and communication via interactions in person, online, and on the phone.
• Establish and maintain a leadership presence among Guest Services Attendant and Fitness Attendant staff.
• Monitor and respond to incoming messages directed to the general district email account.
• Perform "Manager on Duty" responsibilities at MCC, including but not limited to: resolving guest concerns, handling incident and program issues as they occur, processing incident and accident reports, completing periodic building walk‑throughs, maintaining general awareness of facility and program needs, and contacting appropriate personnel as appropriate.
• Ensure all members/open‑gym participants are valid and accurate.
• Process program participant registrations, fitness membership options, aquatic memberships and permits, cancellations, changes, overrides, and other requests at the front desk using Active Net software.
• Review failed payments, identifying and addressing overdue payments.
• Process approved Active Net refunds and transfers as requested by the Guest Services Specialist.
• Handle cash, checks, and credit card transactions, balance cash drawers, and run reconciliation reports daily and accurately.
• Perform opening and closing checklist duties.
• Run computer reports from Active Net software as needed.
• Secure building, doors, and safe as needed with alarm activation/deactivation or code.
• Verify indoor swimming pool water is tested for pH, chlorine levels, and temperature according to facility schedule, and document as directed.
• Support front desk operations and organization, including scheduling, daily duties, and tasks of the Guest Services Attendant position.
• Update and stay current with Mundelein Park & Recreation District news and events.
• Assist the management team in employee training.
• Maintain membership and registration records.
• Adhere to all District policies and procedures.
• Report all accidents and unsafe conditions to immediate supervisor, Recreation Facility Manager, and/or Risk Manager immediately.
• Perform other duties as assigned.