Guest Service - Lead

Job Summary

Under the supervision of the Recreation Supervisor, the Guest Service Lead position includes the following duties:

• Assists the Recreation Supervisor in the daily operations of the aquatics facilities
• Provides direct monitoring of Concession/Office Crew, and the quality of service being provided
• Independently responsible for desk, customer service, membership processing and concession operations at the aquatics site
• Ensures exceptional safety standards are maintained
• Reports to the Recreation Supervisor
• Guest Services Lead staff are required to be available the first week of May for training and pool set-up. The pools are open mid-May through Labor Day weekend. The Guest Service Lead-Aquatics staff are expected to be available throughout the entire season unless otherwise noted at hiring
  
  

Essential Job Functions

• Leads with onsite supervision and communication; assists with scheduling, training and evaluating employees
• Serves as the main point of contact for guests while onsite at aquatics facilities, processing memberships, answering phones, selling gate admissions, preparing accurate deposits, and monitoring contractors
• Leads and maintains the promotion of excellent customer service standards at all levels of operations
• Implements and enforces the emergency action plans and facility safety policies
• Establishes and maintains effective working relationships with employees, supervisors, other agencies and the public
• Maintains the inventory of supplies and equipment in connection with the operation of the pool; assists Recreation Supervisor and co-workers in duties necessary for the proper upkeep and maintenance of the pool and pool grounds
• Maintains all necessary documentation for business, operations, program and staffing under the direction of the Recreation Supervisor
• Maintains proper pool staff certification requirements
• Provides program leadership through staff to organize, conduct and expand all programs including, but not limited to, the swim team, dive team, swim lessons and special events
• Regular, predictable, and punctual attendance is required
  
  

Minimum Qualifications

Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job. A typical way to qualify is a High School Diploma or equivalent required and One year of progressively responsible experience at a pool facility is preferred

Licensure Or Certification Requirements

• Current American Red Cross CPR/AED for the Professional Rescuer, First Aid, and Administering Emergency Oxygen certificate required.
• Current American Red Cross Lifeguard, or a nationally recognized equivalent, certificate, preferred.
• Current ServSafe Food Handler Certification or ability to obtain before employment is required.
  
  

Other

• Minimum 18 years of age
  
  

Important Job Functions

• Evaluates the effectiveness of programs and services and makes recommendations on the modification of existing programs
• Maintains high standards of health and safety in all aquatics operations, adhering to industry standards at all times
• Maintains the facility in a clean and orderly fashion
• Attend and assist in facilitating all required pre- and in-service training
• Performs other tasks and duties as assigned
  
  

Knowledge Of

Knowledge, Skills, and Abilities

• Basic recreation principles
• Emergency procedures
• Foodservice regulations
• Thorough knowledge of computer applications and hardware related to the performance of the essential functions of the job, including recreation reservation and activity software.
  
  

Skill in:

• Cash handling and procedures.
• Working with different age populations
• Conflict resolution
• Time management
  
  

Ability to:

• Work independently, while being able to lead and supervise others and meet deadlines. Adhere to regulations, policies, and procedures required by the State of Ohio, Franklin County Board of Health, the City of Gahanna, and all other regulatory/governing bodies.
• Experience and ability to lead and supervise others.
• Enforce safety regulations and emergency procedures.
• Understand and follow instructions from Pool Manager, Aquatics Coordinators, and Recreation Supervisor
  
  

Working Conditions:

• The employee is subject to inside and outside environment conditions, extreme cold, extreme heat, noise, vibration, hazards, and atmospheric conditions.
• This is heavy work requiring the exertion of 100 pounds of force occasionally, up to 50 pounds of force frequently, and up to 20 pounds of force constantly to move objects; work requires swimming, climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, and repetitive motions.
  
  

Seasonal employees are eligible to participate in the Ohio Public Employment Retirement (OPERS).

01

This position requires employees to be at least 18 years old at the start of employment. Will you meet this requirement?

• Yes
• No
  
  

02

Have you previously worked for the City of Gahanna?

• Yes
• No
  
  

03

MANDATORY paid staff training will be held on multiple dates and times leading up to the summer season. Staff are required to attend all training prior to being able to start working. Training includes:

• Seasonal Staff Orientation (for all employees)
• Additional required training, specific for the position Dates and times will be communicated at the time of offer. Initial the box below to acknowledge this requirement.
• Yes
• No
  
  

04

If you were referred for this position by someone, enter their name in the box below. If not, enter n/a.

05

Do you have at least one year of experience at an aquatic facility?

• Yes
• No
• Required Question