GUEST SERVICES SUPERVISOR (IN TRAINING)

Iron Peak Sports & Events, LLC

LOCATION: Hillsborough, NJ

DEPARTMENT: OPERATIONS

REPORTS TO: DIRECTOR OF OPERATIONS

STATUS: PART-TIME

ABOUT THE COMPANY:

Iron Peak Sports & Events is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Hillsborough, NJ. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.

Iron Peak Sports & Events is the epicenter for positivity for our community. Our facility is a celebration of finding out who you are and empowering you to be you best self. At Iron Peak we want you to find camaraderie and a sense of belonging. In addition, we believe in finding joy in unexpected places, and cherishing defeats by making them successes. We are the pinnacle of sports, events, and entertainment.

POSITION SUMMARY:

The Guest Services and Events Team Member provides the first point of contact for all guests. The Guest Services & Events Team Member is expected to provide excellent customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings.

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This position is designated as a Supervisor in Training role. The employee will complete a 90-day training and probationary period designed to develop leadership, operations, and guest service skills essential to the Guest Service Supervisor position.

At the end of the 90 days, a performance review will be conducted to determine if the employee has met the standards required to continue as a Guest Service Supervisor. Continued employment in this role is contingent upon satisfactory completion of this review.

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PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

GUEST SERVICES:

• General oversight of Iron Peak Guest Services Team Members
• Greet guests and provide information and way finding as needed
• Provide courteous and friendly first-in-class service to all guests
• Register guests and process payments for leagues, camps, clinics, drop-in, etc.
• Be knowledgeable about facility programs (format, pricing, meeting dates/times)
• Operate multi-line phones
• Record waivers and event information
• Record event scores (tournaments/leagues) and print game sheets on a daily basis
• Maintain confidentiality and discretion with guest and Team Member information
• Professionally resolve guest concerns and complaints and/or direct to appropriate Manager
• Maintain a clean space and perform regular walk-throughs (indoor/outdoor) to ensure venue cleanliness
• Know and enforce the venue policies and procedures
• Complete special projects, daily assignments, and other duties as assigned
• Parking Attendants (as needed): Direct facility traffic, collect fees and monitor parking passes, barricade organization, facilitate disabled access, report suspicious behavior

EVENTS:

• Assist with scheduling and coordinating facility events and parties
• Ensure all event details are executed as planned and tracked with detail invoices created, payment collected, supplies ordered, waivers collected, food orders, party bags, etc.
• Communicate clearly and timely with Management and staff to ensure proper setup, coordination of activities, and cleanup all events
• Maintain inventory system
• Adhere to event manual for processes, procedures, curriculum, and standards
• Ensure guest satisfaction and a high level of service via timely and clear communication regarding logistics and details
• Assist community field marketing efforts toward program growth
• Coordinate with Business Development & Events Director to make sure event bookings are entered and invoiced in POS platform, and any changes are updated accordingly
• Refresh and distribute event flyers in facility, and cross market as appropriate
• Support social marketing strategy to ensure optimal event promotion

MINIMUM QUALIFICATIONS:

• Flexible work schedule (e.g., nights, weekends, holidays and long hours) and regular attendance necessary
• Excellent communication skills, both verbal and written
• Ability to maintain focus in a high-volume, fast-paced environment
• Must have excellent guest service skills
• Must be detail-oriented and have outstanding organizational skills
• Ability to multi-task, prioritize, and remain calm and focused in difficult and stressful situations
• Must be respectful and friendly to our athletes, guests, visitors, spectators, leaders and fellow Team Members
• Must work well with others
• Must take personal initiative for the betterment of the team and venue
• Commitment to the safety and well-being of others
• Customer service and cash handling experience preferred or quick study

WORKING CONDITIONS AND PHYSICAL DEMANDS

• Must be able to lift 30 pounds waist high
• May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bend
• Will be required to operate a computer
• Facility has intermittent noise