Guest Experience Associate T2

About JONES CENTER
For 30 years, Jones Center has been a trusted community anchor for Northwest Arkansas—a place where everyone can learn, play, and thrive together. With 600,000 annual visitors and a mission to fuel community connections and cultivate spaces and experiences for all, we serve as a dynamic hub for education, recreation, arts, and nonprofit sustainability. Through our Jones Community for Nonprofits campuses, we empower more than 100 mission-driven organizations, strengthening the social fabric of our region.

Job Summary

This position will ensure excellent customer service and safety of the Gym, Ice Rink, Basketball court, and Fitness Center patrons, accommodate guests' needs, and identify facility and equipment needs. The work requires flexible working hours that include evening and weekend responsibilities. Must be an energetic, customer-oriented team player.

Main Responsibilities

• Greet guests and patrons as they approach (within 10’), be attentive to their inquiries both over the phone and in person, and respond to their needs in an appropriate, friendly, and helpful.

• Operate the telephone system efficiently and accurately. Field questions about facility operation, including hours, prices, program, and events, and transfer to the appropriate person as needed.

• Communicate any specific issues (maintenance/housekeeping/security) effectively with supervisors or managers via two-way radio, telephones, or in person as needed.

• Directly monitor entry and use of the assigned area of responsibility to ensure proper entry of facilities requiring members to check in and visitors to payday fees.

• Directly monitor the use of assigned areas of responsibility to ensure safety and compliance with Jones Center policies and procedures.

• Be attentive to users' needs, monitor equipment condition, and note equipment maintenance needs. Clean and inspect the equipment as necessary or as directed by the supervisor and report any unsafe conditions to the supervisor.

• Have specific knowledge of Emergency Action Plan procedures for assigned areas and be able to recognize and respond quickly and appropriately to any medical emergency.

• Become proficient with operating and scheduling software to process Point of Sale transactions, visit check-ins, register participants in recreation programs, navigate activity inquiries, and execute reports as needed.

• Establish effective working relationships with management, including the Operations, Fitness, & Programming managers and Customer Experience team staff.

• Keep records as requested; attendance, maintenance, incidents, and the like.

• Maintain and uphold the policies and procedures of the Jones Center

• Perform other duties as assigned.

Additional Responsibilities

• Assist in restocking concessions as necessary.

• Open and closing procedures to have the Center ready for the guests.

• Set up and tear down of recreation equipment, including but not limited to volleyball nets and event spaces, including but not limited to room flips.

• Lead Emergency Action Plan (EAP) scenarios as needed and provide knowledge to others of procedures for assigned areas, including the ability to recognize and respond quickly and appropriately to any medical emergency.

• Manage staffing schedules and daily tasks as necessary.

• Reconciliation of cash bags.

• Conduct ice cuts.

• Cover the rink during JCHL with help from security or maintenance.

• Assist and/or train employees on membership processing.

• Skate sharpening.

• Understand and have the ability to execute open/close procedures, including evening walk-through

• Troubleshoot Rectrac, programs, and/or events.

• Cover customer experience desks as necessary, including but not limited to staff breaks.

• Assist and perform duties as a certified Lifeguard when required, which includes receiving Lifeguard certification provided by The Jones Center.

• Able to perform other general duties and special projects as assigned.

Minimum Qualifications

Required Skills and Abilities

• Good communication skills.

• A motivated and enthusiastic team player.

• Excellent interpersonal and customer service skills.

• Excellent prioritization and problem-solving skills.

• Ability to keep and record accurate equipment logs needed.

• A valid driver's license and a good driving record are required.

• Must work independently with little supervision and be flexible with job responsibilities.

Education, Training, and Experience

• High School or equivalent.

• A minimum of 2 years of customer service experience.

• Knowledge on Vagaro

Physical Requirements

• Ability to remain stationary, occasionally standing or sitting for prolonged periods.

• Occasionally, the ability to lift 25 pounds is required. If the position necessitates lifting more than 25 pounds, please collaborate with a co-worker or supervisor to assist with the heavier lifting