Guest Services Specialist

Job Description

$45,000- $55,000 per year DOE

Our benefits package include fully paid health insurance for you and family, paid vacation and sick leave, and a comprehensive retirement plan. Free access to WPRD facilities and programs for you and family.

ESSENTIAL JOB DUTIES

• Responsible for assisting the public in all front desk related functions in an efficient, courteous, and professional manner that maintains a high quality of customer service.
• Performs a variety of administrative duties to facilitate the needs of new and existing members along with program registration for all members.
• Performs operational duties to meet the needs of patrons at all recreational facilities
• Serves as the Manager to Guest Services staff, delegating daily duties for Front Desk and Facilities tasks.  Work days regularly consist of 75% at front desk and 25% office time.
• Participates in and oversees onboarding, training, and development of new Guest Services staff for all Facilities and Front Desk duties.
• Hires qualified applicants and schedules Guest Services team for Williston Area Recreation Center

The following statements are intended to describe the general nature and level of work to be performed by the individual within this classification.  They are not to be considered an exhaustive or all-inclusive listing of the position’s duties and tasks, as they may change or be adjusted, as situations require.

JOB DUTIES/TASKS

• Answers the telephone and acts as customer relations liaison.
• Monitoring and checking-in members entering the facilities
• Provides excellent customer service by offering accurate information in a friendly, positive manner, provides up-to-date information regarding programs and memberships to members and subordinate staff.
• Processes all registration functions including point of sale, activities, and reservation inquiry for public using proper cash handling procedures.
• Promote and process all program/membership registrations, assist Recreation Staff with maintaining records.
• Sells new memberships and keeps the membership data current.                                                                      
• Maintains database integrity of new member input; performs database management in the areas of duplicate households, merging households, user codes, performs general trouble shooting of records, maintain daily records.
• Main contact for all Guest Services related questions submitted on WPRD website including birthday party reservations in waterpark and blacklight parties.
• Attend monthly Park Board meeting to report on memberships and other Guest Services related items.
• Manages inventory of front desk POS items and WPRD store.
• Maintain current stock of WPRD part-time uniforms and place orders as needed.              
• Attend to emergencies when necessary following current Code Procedures
• Support and enforce all policies, safety regulations and guidelines, established by the Executive Director and/or Park Board
• Safely operate all vehicles and other job-related equipment
• Have essential physical and mental capabilities in the following: Interpersonal skills, memory, attention to detail, follow directions, comprehension, calculating, reading, writing, speaking, evaluating, mathematics, organizing and innovation.
• Establish and maintain harmonious working relationships with other employees, officials, and the public.
• Perform related duties as required or assigned by the Executive Director of Parks and Recreation and/or Facilities Manager

KNOWLEDGE REQUIRED BY THE POSITION

• Effective organizational and interpersonal communication skills
• Evidence of superior written and oral communication skills
• Demonstrated leadership within groups (users and internally)
• Position requires high computer literacy.
• Knowledge of customer services principles and practices
• Microsoft PowerPoint and Microsoft Word/Excel proficiency preferred.
• Requires a high level of creativity and resourcefulness.
• Ability to manage multiple tasks with a variety of groups to include staff (full and part-time), volunteers, and public.
• Requires the ability to set and achieve goals through effective decision-making.

SUPERVISORY RESPONSIBILITIES:

• Exercises supervision over Guest Services team, including Front Desk and Facilities staff.
• First contact person for all staff with any questions or patron issues while on shift or after hours.

GUIDELINES

• Include the Park District Policies and Procedures. These guidelines are generally clear and specific but may require some interpretation in application.

WORKING CONDITIONS

• Personal space will be provided in the Guest Services Office at the WARC with computer and printer.
• Fast paced environment with multiple programs running throughout the year.
• General public contact is extensive.
• Required to work at least one weekend per month or as building events and staffing necessitates.

MINIMUM QUALIFICATIONS

• Sufficient experience to understand the basic principles relevant to the major duties of the position.
• Ability to work weeknights and weekends as needed.
• Ability to work with limited supervision.
• Ability to lift a minimum of 30 pounds or heavier lifting with other employees.
• Ability to effectively communicate verbally and in writing.
• Knowledge of operational policies, procedures, accepted standards and methods of the parks and recreation field in managing facilities and programs
• Proficient use of a computer for word processing, electronic communications, and automated programs for managing the facility is required.
• Current CPR Certification, or able to obtain within 6 months.
• Possession of or ability to obtain (within 30 days) a valid driver’s license issued by the State of North Dakota for the type of vehicles or equipment operated.
• Have essential physical and mental capabilities in the following: Interpersonal skills, memory, attention to detail, follow directions, comprehension, calculating, reading, writing, speaking, evaluating, mathematics, organizing and innovation.