Guest Services Specialist

Description

Hiring Range: The hiring range for this position is $21.95 - $23.87 per hour, depending on skills and experience.

Work Schedule: This position will be primarily be M-F, 4:30 AM-1:00 PM, with occasional nights, holidays, and weekends worked.

NATURE OF WORK

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

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 Employment Opportunity policy.

SUPERVISION RECEIVED

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.

Essential Job Functions

ESSENTIAL JOB FUNCTIONS

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 under 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:

Guest Relations: 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 promptly, initiating service recovery as appropriate, coordinating with others to resolve issues (e.g., programmers, facilities, etc.), 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 verbal communication techniques to communicate with guests, 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 to conduct transactions, complete reports, and record information necessary to carry out all Recreation Department functions. Maintain a level of proficiency in software operations 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 information can be accurately conveyed to guests. Listen to guest feedback and convey pertinent information to appropriate staff. Implement programs and services by 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 and conduct safety checks. Makes recommendations on facility improvement projects. Performs proper opening and closing procedures of the facility. Assist with department special events if needed. Oversees venues and activities in the facility and ensures that regular walk-throughs are conducted.

Department Resources & Safety: Adhere to the Town of Windsor and Parks, Recreation & Culture Department policies, procedures, and practices to ensure the preservation of resources such as equipment, cash, facilities, and vehicles. Observe, document, and report problems to the Operations & Facility Manager as appropriate. Complete required paperwork as it pertains to the use of resources, such as inspections, inventories, etc. This may also include retail operations, sales, inventory, and ordering.

OTHER DUTIES

Depending on organizational need, additional duties may include the following:

• Performs research as directed, such as discovering new technology or tools, market research, etc.
• Performs related duties as established by law/ordinance or reasonably directed by the town.
• Assists other town departments/divisions, as necessary.

Education, Knowledge, Skills, Abilities

EDUCATION, EXPERIENCE AND FORMAL TRAINING

• High school diploma or GED
• Minimum of two (2) years of experience in a customer service setting in a fast-paced, high-volume public facility – preferred
• Previous Point of Sale experience
• Intermediate experience with MS Office, specifically Word and Excel
• Previous RecTrac or other Recreation software experience preferred
• An equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities may be considered

• Must have a current Colorado Driver’s License or the ability to obtain one upon hire, that meets the Town of Windsor’s standards
• CPR/1st Aid certification within three (3) months of employment

• Strong customer service skills and ability to interact professionally with the public.
• Genuine enjoyment of helping and assisting people.
• Intermediate computer skills.
• Communicate professionally and effectively both verbally and in writing.
• Establish and maintain effective working relationships with fellow employees, guests, and members.
• Must exhibit initiative and sound judgment skills.
• The position requires a working knowledge of clerical procedures, computers, Window based applications, and professional telephone skills.
• Ability to demonstrate good public relations skills and to reason and resolve conflicts effectively.
• Know or have the ability to become familiar with all program areas within the parks, recreation, and culture divisions.
• Ability to recognize safety hazards and notify supervisors.
• Ability to provide guest service in a fast-paced, chaotic environment.
• Ability to set up, maintain and tear down activity-related equipment

• Equipment: Position requires the use of a variety of equipment: computers, tablets or other digital equipment, digital cameras, copiers, printers, scanners, fax machines, telephones. Recreation supplies of various sorts will be used including sports equipment, arts and craft supplies, games and toys. This position may use first aid equipment, an AED, and other safety equipment. Safe & proper use/storage of material and equipment used, understanding that others may use equipment throughout the facility
• Materials: Position requires the use of a variety of materials including cleaning equipment, chemicals, and office supplies.

Additional Information

WORKING ENVIRONMENT & PHYSICAL REQUIREMENTS

The physical demands described here are representative?of those that must be met by an employee to successfully perform the essential?functions of this job.

The physical activities of this position include, but are not limited to, the following: climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, sitting, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, and repetitive motions.

The physical requirements of this position are considered Light Work, exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes. The employee is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned, or to make general observations of facilities or structures.

The employee is subject to inside environmental conditions.

Additional Information:
This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The Town of Windsor reserves the right to modify, add, or remove duties and to assign other responsibilities as necessary, with or without notice.

Equal Employment Opportunity & Reasonable Accommodation:
The Town of Windsor is dedicated to the principles of equal employment opportunity (EEO) and to compliance with the Colorado Protections for Public Workers Act (PROPWA) and other applicable laws. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), gender (regardless of gender identity or gender expression), sexual orientation, color, religion, national origin, creed, disability, marital status, military status, genetic information, pregnancy, or any other status protected by applicable state or federal law.

We are committed to providing reasonable accommodations to qualified individuals with disabilities, including during the application and hiring process. If you need assistance or an accommodation, please contact us at HRM@windsorgov.com.

The town is dedicated to the principles of equal employment opportunity. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over, race (including traits historically associated with race, such as hair texture and length, protective hairstyles), gender (regardless of gender identity or gender expression), sexual orientation, color, religion, national origin, creed, disability, marital status, military status, genetic information, pregnancy, or any other status protected by applicable state or federal law. This prohibition includes unlawful harassment based on any of these protected classes. Unlawful harassment includes verbal or physical conduct that has the purpose or effect of substantially interfering with an individual’s work performance or creating an intimidating, hostile, or offensive work environment. This policy applies to all employees, including managers, supervisors, co-workers, and non-employees such as customers, clients, vendors, consultants, etc.

The town will make reasonable accommodation(s) for qualified individuals with known disabilities unless doing so would result in an undue hardship for the town or cause a direct threat to health or safety. The town will make reasonable accommodation(s) for employees whose work requirements interfere with a religious belief, unless doing so poses undue hardship on the town. Employees and/or applicants needing such accommodation are instructed to contact the Human Resources Department.