Recreation Coordinator - Guest Service Operations

Work Schedule:

Work schedule will vary. Morning, night, and weekends are possible.

As a member of the CRC Expansion Division, individuals in this position perform a variety of duties, including but not limited to guest service team management, 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 Employment Opportunity policy.

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

The Recreation Coordinator – Guest Service Operations provides supervision to full-time and part-time Guest Service Specialists.

The individual in the Recreation Coordinator – Guest Service Operations 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.

The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all-inclusive:

• Oversee, schedule, and support the guest services staff, childcare staff and support the facilities staff.
• Be sure Guest Service staff is adhering to the schedule (i.e., on time, sticking to scheduled shift)
• Develop and implement staff onboarding and training
• Guide and direct Facilities staff with room or guest service issues
• Help with room setups and/or teardowns when needed
• Handle any corrective issues with guests
• Adjust schedule when necessary for unforeseen issues or events and fill in when needed.
• Utilize effective written and verbal communication techniques to communicate with guests, staff, and the public.
• Process birthday party scheduling and communicate with appropriate staff.
• Coordinate open gym, fitness, and facility schedules.
• Coordinate monthly ordering and stocking of supplies for vending machines
• Process refund/transfer requests from coordinators and/or supervisors
• Process waitlist requests from coordinators and/or supervisors
• Handle emergency situations and ensure that all incident reports are completed thoroughly and submitted via the incident reporting system in a timely manner.
• Observe facility use and condition and conduct safety and hazard checks by performing facility walk-throughs on a scheduled basis. Make recommendations on facility improvement projects. Submit near misses/hazards to Risk Management for mitigation.
• Perform proper opening and closing procedures of the facility. Assist with department special events if needed.
• Connect with guests on an informal but regular basis by conducting facility walk-throughs.
• Contribute to members’ and guests’ satisfaction and their 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 (e.g., programmers, facilities, etc.); maintaining up-to-date recorded greetings/information on the telephone system; and supporting staff in their interactions with guests.
• 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.
• Interface with recreation software for the purpose of conducting transactions, completing reports, and recording information necessary to carry out all Recreation functions. Maintain a level of proficiency in software operations in order to assure timely…