Guest Services Coordinator Job Westminster area,Colorado USA,Customer Service/HelpDesk

Guest Services Coordinator

Reports to:

Recreation Supervisor

Fair Labor Standards Act:
Exempt

General

Purpose:

Under the direction of the Recreation Supervisor, the Guest Services Coordinator oversees guest services, daily operations, and the implementation of department policies and procedures at both the Hyland Hills Sports Center and the Fitness Center. This role includes supervising part-time hourly staff, managing customer relations, and coordinating rentals and activities for each facility and park pavilions.

Essential Duties & Responsibilities:

Responsible for assisting guests at the Hyland Hills Sports Center and Fitness Center for various needs including registering for activities, resident discount cards and various clerical functions.

Conduct point of sale transactions and facility reservations.

Maintains proper opening and closing procedures and fills in to open and close facilities. Due to the dynamic nature of front desk operations, the Guest Service Coordinator will spend a significant portion of their time at the front desk.

In collaboration with the Recreation Supervisor, this position is responsible for hiring, training, supervising, and evaluating the performance of Guest Services and Kid Zone staff at Hyland Hills Sports Center and Hyland Hills Fitness Center.

Schedule and train staff to provide exceptional customer service across all recreational facilities. Responsible for final coverage duties at the Front Desk and is expected to coordinate fill-ins for regular and unplanned staff shortages.

Create ongoing training programs to enhance employee skills in customer service, conflict resolution, and operational procedures. Hold staff accountable for guest service standards and work policies. Plan and facilitate guest service staff meetings.

Serve as a point of contact for Rec Trac training for part-time and full-time staff.

Create a safe environment for staff and patrons.

Audit cash receipts, monitor transactions, and address any irregularities in financial records. Evaluate and update cash-handling procedures as needed.

Process refunds, manage credits, and implement scholarship programs. Track and collect open balances for activities, rentals and passes.

Manage insurance reimbursement program, ensuring timely and accurate submissions.

Oversee installment billing for passes, maintaining accurate records and resolving billing issues as needed.

Facilitate facility rentals, including spaces at Baker, Carl Park, pavilions, and room rentals at the Hyland Hills Fitness Center and Hyland Hills Sports Center.

Facilitate the special event reservation permitting process in collaboration with the team.

Respond promptly to emergency situations, including incidents or accidents within facilities. Complete necessary reports as needed.

Ensure cleanliness throughout the facility and submit facility work orders

Actively support, model and encourage Recreation Team values of Culture, Collaboration and Community Impact while upholding the District’s values of Community, Integrity, Excellence, Service, Safety and Teamwork.

Other

Duties & Responsibilities:

Performs all functions in a customer service-oriented manner.

Works periodically on special projects assigned by the Recreation General Manager.

Attend training sessions, workshops, staff meetings, and conferences, as necessary.

Flexibility in scheduling is required, including evenings, weekends, and holidays. This position will be scheduled to manage the front desk Tuesday-Saturday and will generally work mid-morning to early-evening. The schedule is subject to change based on business needs.

Other duties as assigned.

Knowledge, Skills, & Abilities:

Establish and maintain effective working relationships with other employees and the public.

Develop work methods and procedures with initiative and judgment using resourcefulness and tact in meeting new problems.

Deliver exceptional customer service.

Computer software – ability to advanced knowledge of Rec Trac software and train other staff.

Detailed oriented - accurately input data on computer systems with zero to minimum errors.

Teamwork – establish positive working relationships

Time management and prioritization - complete…


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