Guest Services Manager

Description

Act as first-line manager to oversee the following operations at the municipal pool: guest services, admissions, and concessions. $23.00 - $23.50/hr. Applications will be accepted through the closing date listed, with interviews being held as applications come in. We encourage applicants to apply early.

Examples of Duties

Administrative – Guest Services

• Responsible for customer service training for all pool staff.
• Insures that pool staff provides good customer service,
• Acts as first line for customer complaints
• Schedules of concession and cashier part-time staff.
• Authority to resolve customer complaints in the best way possible.
• Staff liaison to pool groups and birthday parties: meets and greets, accepts payments.
• Staff liaison for pool special events - coordinates these with Recreation Department: finds staff (with assistance of the pool manager), supervises the event, evaluates the event.
• Responsible for developing and implementing a customer satisfaction comment card/suggestion box type program.
• Evaluates policies and procedures used and makes recommendations for changes.
• Preforms staff evaluation and performance review.

• Receives cash admissions, checking and selling season tickets to patrons and check in group rentals. Completes all cash transactions on a cash register.
• Takes admissions for pool special events.
• Keeps an accurate count of people entering the pool.
• Knows all pool information: hours, dates, prices, restrictions, ages, refunds. etc.
• Supervises the cashing out and balance the cash registers at the end of the day.
• Completes all paperwork and bank deposit forms accurately and submit them to the recreation department and to the bank.
• Reconciles all coupons and other discounts for admissions.
• Writes and submits necessary reports.
• Writes staff work schedule to ensure that all hours of operation are properly staffed.
• Trains all cashiers in policies and procedures.
• Works as a cashier as needed.
• Evaluates policies and procedures used and makes recommendations for changes.

• Responsible for maintaining product inventory and ordering.
• Responsible for understanding and maintaining health regulations.
• Promotes an attitude of customer services.
• Determines quantities and orders supplies from vendors.
• Maintains inventory of all products.
• Maintains facility and equipment cleanliness.
• Uses a cash register for sales, and gives change.
• Balance register at the end of the day.
• Operate all concession equipment.
• Process required paperwork, order forms, billing slips, and inventory reports.
• Training staff in proper use of equipment, preparation of food items, and health regulations.
• Enforce health regulations.

• Direct Supervisor of part-time temporary pool cashiers.
• Indirect supervision of Concession staff.
• Schedule staff to cover facility operation.

• To be friendly, helpful, cheerful to the public and other staff.
• Resolves complaints.

Typical Qualifications

Minimum Requirements:

Minimum age: 21.

Two years experience in a customer service position.

One year experience in cashier work.

Desirable Qualifications:

Knowledge of cash register operation

Know how to balance a register

Filling out bank forms and reports.

Customer contact experience.

Knowledge, Skills and Abilities

Communications: Must have ability to actively listen to others for understanding of their needs and situations; ability to speak and write English clearly; ability to give directions and guidance clearly.

Decision Making: Must act in a decisive manner, using good judgment. Must be able to assess problems and situations, able to anticipate needs, evaluate alternatives and use discipline as needed. Must have a knowledge of the use of available resources, including a thorough knowledge of programs, facilities and their characteristics. Ability to work independently. Ability to understand and work in a safe manner. Must be able to read and understand directions.

Interpersonal Relationships: Ability to establish effective working relationships with employees, supervisors and public. Must exclude personal biases from work performance. Must have the ability to work the assigned areas and hours.

Professional Attitude: Must have commitment to the organization; willingness to take initiative; dependability; maturity in relationships with others; and self-confidence. Must represent the organization to other agencies and citizens with a courteous, helpful, accurate and business-like attitude in all telephone and personal contact.

Quality of Work: Must be able to produce quality, accurate work. Must be able to perform multiple tasks simultaneously. Must be able to utilize work time properly and productively.

Technical Knowledge: Knowledge and understanding of basic accounting, inventory and cash register use.

Extent of Supervision or Guidance Provided: Will have training session. Must be able to work independently.

Responsibility for Public Contact: Heavy public contact with citizens in the community.

Supervision of Others: Part-time seasonal staff