Description

OVERVIEW: The Guest Service Representative (GSR) plays play a key role in creating a fun and energetic environment here at the Ice Den. Guest Service Representatives are a constant support for the visitors whether working as an Ice Monitor, at the Skate Counter, or simply answering questions and directing guests when needed. In addition to Customer Service, GSR’s help maintain the safest and cleanest facility with their duties.

ESSENTIAL CONTRIBUTIONS:

• Give 110% effort towards Customer Service at all times; this includes being courteous, patient, positive, helpful, etc.
• Act as an “Ice Guard” by facilitating music and recorded messages on sound system, applying proper first aid, and skating around the ice to proactively monitor safety during Public Skate Sessions.
• Enforce all rules, regulations, and policies of the Ice Den, both verbally and leading by example.
• Provide rental skates to customers at the counter, ensuring proper size and fit.
• Maintain high standards for overall facility cleanliness and appearance by surveying building, outside perimeters and locker rooms for trash, sweeping floors, and keeping lobby furniture in order.
• Specific tasks for maintenance include but are not limited to: taking trash to outdoor garbage, mopping floors, cleaning bathroom and affiliated amenities.
• Lead GSRs are responsible for ensuring that the GSR team stays on task and keeps communication open between GSRs and Ice Techs
• Lead GSRs will be designated by the Operations Manager based on tenure, performance, and technical skill. 
• Special and additional tasks as assigned by Manager/Director.

Requirements

REQUIREMENTS:

• A desire to help where needed and work as part of a team. 
• Flexibility to work a variety of shifts. 
• Ability to work positively in a fast-paced environment. 
• Active enrollment in High School or equivalent program (GED), High School Diploma, or a General Education Degree(GED) is required. 
• Basic CPR/First Aid Certification is preferred.
• Experience with general housekeeping/maintenance, direct customer service, and working with the general public or children preferred. Exposure to ice skating is a plus.
• Exposure to Ice Sports and affiliated associations is a plus.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change, i.e., emergencies, changes in personnel, workload, rush jobs, or technological developments.