Guest Service Specialist

Hiring Range: The hiring range for this position is $19.52 - $20.75 per hour, depending on skills and qualifications.

Work Schedule: Works up to 28 hours per week; 4:30am – 9:00pm Monday-Sunday (Schedule Varies).

As a member of the CRC-Expansion Division, individuals in this position perform work in a team-based environment supporting the Parks, Recreation & Culture Division’s mission and vision along with the goals, philosophies, and initiatives of his/her Manager and Director.

The individual is responsible for providing guest service to member/visitor check-in, enforcing facility rules and safety, reserving/booking for birthday parties, equipment, parks, and meeting rooms, including taking reservations, processing payments and deposits, ensuring reservations meet guest needs and that facilities are prepared and available as booked. Individuals in this position perform a variety of duties including but not limited to front desk operations, facility oversight, and customer service.

Individuals in the position are required to perform work in a manner consistent with and exemplary of the town’s PRIDE philosophy and the town’s Equal Opportunity Employment policy.

Individuals work under the direct supervision of the Recreation Coordinator – Guest Service Operations to carry out assigned duties, functions, roles, and projects in both routine and complex circumstances.

The individual in the Guest Services Specialist role is assigned specific assignments, job duties, scope, authority, responsibility, roles and requirements as determined by the town, department, division, and pursuant to laws, regulations and practices. Individuals in this position must be able to successfully perform, be responsible for, and/or assist in the fulfillment of many job functions and duties, with or without reasonable accommodation.

• Guest Relations: Contribute to members’ and guests’ satisfaction and perceived “value for experience” by listening/responding to inquiries/comments in a timely and customer-focused manner, assisting with investigating/resolving complaints in a timely manner, initiating service recovery as appropriate, coordinating with others to resolve issues, regularly communicating with and assisting members and guests, maintaining up-to-date recorded greetings/information on the telephone system, supporting staff in their interactions with guests.
• Communication: Utilize effective written and oral communication techniques to communicate with guests, Parks, Recreation & Culture Department staff, town staff, and the public.
• Cash Handling/Financial Management: Handle cash in a manner consistent with specified cash handling procedures, as well as assist with the development of systems and procedures. Conduct transactions; cash out drawers and complete settlement procedures with integrity. Perform basic accounting duties such as recording daily cash flow, preparing deposits and balancing cash drawers.
• Technology: Interface with recreation software for the purpose of conducting transactions, completing reports, and recording information necessary to carry out all Recreation Department functions. Maintain a level of proficiency in software operations in order to assure timely completion of transactions with guests. Effectively utilize the intranet and computer programs required to complete job duties.
• Programs & Services: Stay up-to-date of program, service and facility offerings so that this information can be accurately conveyed to guests. Listen to guest feedback and convey pertinent information to appropriate department staff. Implementation of programs and services involves setting up and preparing assigned facility space and equipment, performing light maintenance duties, registration and other paperwork, organizing supplies and equipment, inventory, handling cash, interfacing with participants, enforcing department policies and procedures, and ensuring safety.
• Facilities: Observe facility use and condition, conduct safety checks. Makes recommendations on facility improvement projects. Performs proper opening and closing procedures of the facility. Assist…