What are the responsibilities and job description for the Guest Services Coordinator position at City of Santa Monica?
Coordinates the functions of the Guest Services Office at the Annenberg Community Beach House and performs a wide variety of complex duties including insuring delivery of an exceptional level of customer service, developing marketing and promotional materials and performing clerical and accounting duties. Provides support for private events, classes, programming and Beach House management.
Serves as the contact person for guest relations. Assists the guests and provides interpretive information to guests. Ensures guests receive an exceptional level of service in person, over the phone, by email and social media. Receives, records and resolves guest complaints and concerns.
Processes guest reservations and check-in. Distributes parking permits. Assists with event operations. Coordinates scheduling related to use of the facility.
Plans and implements a cohesive marketing strategy for all facets of the Beach House.
Updates website and day use activity schedules. Maintains Beach House calendar, voicemail box, e-mail box and all social media.
Drafts commuincations and marketing materials for management approval. Creates and sends monthly public mass marketing emails. Designs and establishes interpretive displays, including signage, flyers and other outreach and marketing materials. Coordinates print production of materials.
Provides guidance, training and direction to assigned staff and volunteers. Prepares work schedules and monitors timecards, as assigned.
Performs clerical support duties for supervisory and administrative staff. Enters and/or oversees the daily data entry. Prepares minutes, agendas, reports and correspondence, and schedules appointments and meetings. Proof-reads and edits written materials for accuracy, clarity, spelling, punctuation and grammar. Reviews, sorts and distributes mail and responds to routine correspondence and email. Inventories and orders supplies.
Processes activity registrations and collects fees,. Prepares and makes deposits to Treasury as needed. Reviews, processes and/or issues invoices. May maintain program and financial records and files.
Processes Requests for Warrants and payment of invoices. Reviews calculations and irregularities in billing. Initiates follow-up with vendors to investigate and/or resolve problems, as assigned.
Assists with the implementation of the volunteer programs, including coordination of schedules, compiling service records, and assisting with program evaluation.
Provides staff support for City programs and activities. Assists in gathering data for studies and surveys. May schedule facility use and issue permits, as assigned.
Monitors the property and enforces policies, rules and regulations.
Works collaboratively with co-workers, contractors, volunteers and the public to provide a seamless delivery of services.
Performs other related duties, as assigned.
Knowledge, Abilities and Skills:
Knowledge of:
Knowledge of:
Guest relations.
Principles of marketing and social media
Effective customer service and conflict resolution techniques.
Modern office procedures, practices and equipment.
Business English, spelling, punctuation and grammar.
Principles, practices and procedures of bookkeeping and recordkeeping.
Billing practices and procedures.
General computer software applications, including website maintenance, spreadsheets, word processing and desktop publishing
Computer graphics programs and graphics media including but not limited to InDesign, Illustrator, Photoshop and Acrobat.
Basic mathematics.
Cash handling techniques.
Community outreach strategies.
Basic desktop publishing.
Effective training techniques.
Basic principles of supervision.
Ability to:
Provide effective customer service by responding to public inquiries, complaints and requests in a tactful manner.
Communicate effectively, both orally and in writing.
Follow written and oral instructions.
Learn, understand, interpret, and explain basic provisions of the Municipal Code and department rules and regulations.
Set-up and maintain office files for electronic and hard copy documents.
Operate a variety of office equipment.
Train, coordinate and schedule the work of staff and volunteers.
Perform basic mathematical computations.
Use independent judgment and initiative.
Resolve procedural problems and develop and implement solutions.
Prioritize work to meet deadlines.
Maintain confidentiality.
Learn and use applicable software.
Establish and maintain effective and cooperative working relationships with City employees and the general public.
Skill in:
Guest relations.
Development of written and graphic arts outreach and marketing materials.
Working effectively with persons from diverse social, cultural and economic backgrounds.
Reading, writing and communicating in English at an effective level.
Using personal computers with applicable software and spreadsheet applications.
Providing mentoring, including use of effective training techniques.
Education, Training, and Experience:
Graduation from high school or the equivalent.
Three years of recent, paid work experience providing customer service requiring significant interaction with the public and performing complex clerical support duties which include marketing, advertising, or graphic design work. Hotel, resort, event venue and/or event services experience is desirable.
The City of Santa Monica is a progressive, inclusive and culturally-rich community. As leaders in public service, we strive to be an employer of choice by attracting and retaining a workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our employees are empowered to perform at their highest level and where their differences make a positive impact.
The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us!
Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call (310) 458-8246, TDD (310) 458-8696 (Hearing Impaired Only).
Please note the request for reasonable accommodations must be made to Human Resources at least three work days prior to the examination.
Please note the request for reasonable accommodations must be made to Human Resources at least three work days prior to the examination.
HOW TO APPLY: All applicants must submit an online City application and required supplemental questions to be considered for this position. Please note, applications may be rejected if incomplete. Resumes, CVs and cover letters are not reviewed as part of the application screening process and should not be submitted.
SELECTION PROCESS: All applicants will be reviewed and only those candidates determined to be most qualified on the basis of experience, training and education, as submitted, will be invited to participate further in the selection process.
Testing may consist of the following: Performance/Written Examination
Oral Interview
NOTE: If three or more qualified City employees apply and pass the examination, a promotional list will be established in addition to an open-competitive list. If fewer than three qualified City employees pass the examination, the appointing authority, in accordance with the City's civil service rules and regulations, can decline to use a promotional list, in which case a promotional list will not be established for this position.
BACKGROUND INVESTIGATIONS: Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.
Salary : $58,365 - $72,051
