Guest Services Coordinator

Description

Hiring Range: $28.61 - $31.47 hourly, depending on experience/qualifications

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

NATURE OF WORK

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.

SUPERVISION RECEIVED

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.

SUPERVISION/LEADERSHIP EXERCISED

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

Essential Job Functions

ESSENTIAL JOB FUNCTIONS

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.

Responsibilities

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, as well as support faciltiy Operations as necessary.
• Be sure Guest Service staff is adhering to the schedule (i.e., on time, sticking to scheduled shift), following Town policies, and completing required annual trainings.
• 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 and/or Guest Services staff
• 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 in collaboration with lead coordinators in these areas.
• 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 completion of transactions with guests. Effectively utilize the intranet and computer programs required to complete job duties.
• Adhere to the Town of Windsor and Parks, Recreation & Culture policies, procedures, and practices in order to ensure the preservation of resources such as equipment, cash, facilities, and vehicles.
  
  

OTHER DUTIES

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

• The Recreation Coordinator – Guest Service Operations position participates in the Shared Fleet Vehicle Program, which requires an annual motor vehicle record check.
• 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

• Bachelor’s degree, recent graduate or equivalent experience
• Minimum of two (2) years of experience in a customer service setting in a fast-paced, high-volume public facility
• Previous two (2) years of experience supervising staff preferred
• Previous Point of Sale experience
• Intermediate experience with MS Office, specifically Word and Excel
• Previous RecTrac or Active-Net software experience preferred
• An equivalent combination of education, training and experience which provides the required knowledge, skills and abilities may be considered
  
  

LICENSES OR CERTIFICATES

• Must have a valid 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
  
  

KNOWLEDGE, SKILLS & ABILITIES

• 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, Windows-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
  
  

MATERIALS and EQUIPMENT USED

Materials and equipment used include, but may not be limited to the following:

• Equipment: The position requires the use of a variety of equipment: computers, tablets, or other digital equipment, digital cameras, copiers, printers, scanners, fax machines, and 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: The 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.

Note: This position description is not intended to be an exclusive list of all of the requirements, duties, tasks, roles or responsibilities associated with the position. Nothing in this position description restricts the town’s ability to assign, reassign or eliminate duties and responsibilities of this job at any time.

The Town of Windsor will make all reasonable accommodations to ensure that people with disabilities have an equal opportunity in employment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

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.

Benefits With The Town Of Windsor

The town generally provides the following benefits (eligibility is generally the 1st of the month after 30 days of employment):

• Group health benefits package and options, which include medical, dental and vision
• 100% Employer Paid long-term disability plan
• 100% Employer Paid Basic life insurance policy
• Retirement Offerings (regular full-time employees):
• 401a Retirement Plan - employer contribution match up to 6% based on employee participation – Vested at 20% per year, with 100% vested after 5 years of employment
• 457 Deferred Compensation and/or Roth Retirement Plan, with immediate employee eligibility
• Retirement Offerings (Sworn Police Positions):
• FPPA Pension Plan
• Voluntary short-term disability plan
• Paid Vacation Time - generally accrues bi-weekly at the rate of 3.38 hours for full-time regular employees the first year, (unpaid status impacts accruals) time added every year.
• Paid Sick Leave - generally accrues bi-weekly at the rate of 3.08 hours (unpaid status impacts accruals)
• Personal Days (up to two days, depending on hire date)
• Holiday Pay:
• Regular full-time employees receive eleven (11) paid holidays annually
• Sworn Police Officers receive thirteen (13) floating paid holidays annually
• Employee Assistance Program (EAP) effective immediately
• Discounted Membership to the Windsor Community Recreation Center
  

01

Are you aware the hiring range for this position is $28.61 - $31.47 per hour, depending on experience/qualifications?

• Yes
• No
  
  

02

Do you possess a current valid Driver's License or have the ability to obtain one upon hire?

• Yes, I possess a current, valid Driver's License.
• No, I do not possess a current, valid Driver's License.
• Required Question