Supervisor: Rental & Guest Services

Primary Job Duties

The Supervisor: Rentals & Guest Services provides year-round oversight for The Cove at the Lakefront®, while creating and implementing memorable rental programs. This position recruits and supervises aquatic division staff, develops and implements procedures and programs, and directs daily operations to ensure safety and an exceptional guest experience. The Rental and Guest Services Supervisor also collaborates with the Aquatics Division Manager to administer a division budget and meet cost-recovery goals.

This position supervises a unique aquatic park in a growing and diverse community. The position will create a culture of servant leadership through conceptualization, stewardship, and building of community. The candidate must be highly motivated and strive for success by demonstrating Little Elm’s Core Values of Integrity, Customer Service, Efficiency, and Innovation.

ESSENTIAL JOB FUNCTIONS

1. Creates, markets, and implements attractive, memorable, and unique rental and party packages. This includes event coordination, booking, and evaluation.
2. Supervises staff, including making decisions and recommendations involving recruiting, hiring, coaching, and performance. Ensures efficient staff performance to successfully execute day-to-day facility, rental and event operations.   
3. Provides regular training and in-service opportunities for the rental and guest services part-time staff.
4. Manages operations and ensures proper functionality of The Cove at the Lakefront® aquatic park including the general maintenance and cleanliness of the facility.
5. Develops and implements creative strategies to drive facility revenue by leveraging rentable facility spaces. Makes recommendations and modifications to meet business and service goals. 
6. Assists in creating and implementing an operations manual, emergency action plan, guest services plan, and other policies/procedures; evaluates and adjusts policies/procedures on an ongoing basis.
7. Instills and maintains servant leadership principles with staff and creates a culture of accountability.
8. Enforce facility rules and policies promptly and courteously; coaches staff to do the same.
9. Assists in preparing and implementing the division budget; regularly monitors revenues and expenses.
10. Utilizes and trains staff to use recreation management software to enroll participants in memberships, services, programs, and events, book facility reservations, maintain customer databases, build activity details, and generate reports.
11. Liaises with concession contractors and other vendors to ensure effective delivery of guest, rental, party, and event food and beverage services.
12. Prepares reports, surveys, and budgets for the successful operation of rental activities. Analyzes reports to measure and track performance. Responsible for meeting rental revenue goals.
13. Monitors inventory of and procures program and rental supplies.
14. Uses discretion and independent judgment regarding procurement and purchasing decisions in compliance with Town policies.
15. Assists with implementing marketing and social media strategies, including input of information for Activity Guide, website, and other communications.
16. Schedules rental and guest services part-time staff to ensure all personnel needs are met. 
17. Prepares and monitors staff payroll.
18. Responds to and resolves customer complaints, questions, and suggestions.
19. Performs manager-on-duty responsibilities, as well as facility opening and/or closing procedures.
20. Collects revenue and prepares detailed records relating to revenue collection.
21. Responsible for compliance with safety/industry regulations and meeting customer service standards.
22. Develops and maintains positive working relationships with vendors, area businesses, and other agencies. Oversees purchasing and contracts for vendors and contracted employees.
23. Hosts events/rentals, and/or administers pool activities as needed.
24. Assists with development, planning and implementation of special events; works special events as needed.
25. Must be able to work a varied schedule including nights, weekends, and holidays.
26. Completes other duties as assigned.
27. As a leader, we must operate under the Town’s four core values of Integrity, Customer Service, Efficiency, and Innovation.

EDUCATION/TRAINING/EXPERIENCE

A bachelor’s degree from an accredited college or university with major course work in recreation, leisure studies, physical education, public administration, business administration, or related field preferred. Two years of aquatic management experience including some administrative and/or lead supervisory experience preferred.

LICENSES OR CERTIFICATES

1. Must possess current CPR, First Aid, and AED certifications within 60 days from date of employment.
2. Must be bondable.
3. Must possess a valid Texas Driver’s License.

LANGUAGE SKILLS

1. Ability to read, write, and speak English fluently.
2. Ability to respond to common inquiries or complaints from customers, regulatory agencies or authorities, or members of the local business community.

OTHER SKILLS, ABILITIES & REQUIREMENTS

1. Knowledge of rental and program management and operations.
2. Knowledge of supervisory principles.
3. Knowledge of applicable federal, state, and local laws, rules, codes, and statutes.
4. Knowledge of policy and procedure development practices.
5. Knowledge of budgeting principles.
6. Skilled in responding to emergency situations and administering CPR/first aid.
7. Skilled in staff recruiting, development, and retention.
8. Skilled in monitoring, developing, and evaluating subordinates.
9. Skilled in development and execution of staff training programs.
10. Skilled in prioritizing, organizing, and managing multiple simultaneous projects.
11. Skilled in the use of computers and related software applications; prefer experience with ActiveNet.
12. Skilled in maintaining sensitive and confidential information.
13. Skilled in reading, interpreting, applying, and explaining laws, codes, ordinances, rules, regulations, policies, and procedures.
14. Ability to collect, analyze, and present data in report form.
15. Ability to adapt to rapidly changing environments.
16. Ability to schedule and coordinate the work of others.
17. Ability to maintain cooperative working relationships with the public, customers, staff, and Town administration.
18. Ability to communicate effectively, both verbally and in writing, with staff, administration, and customers from varied backgrounds.
19. Ability to understand and adhere to personnel and purchasing policies as well as accounting principles.
20. Ability to work varied shifts including nights, weekends and holidays.
21. Self-motivated and team oriented.

REASONING ABILITY

1. Ability to interpret a variety of instructions furnished by management in written, oral, diagram, or schedule form.
2. Ability to comprehend complex policies, procedures, regulations, and organizational structures.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to operate various machines and/or equipment; and reach with hands and arms. The employee frequently is required to talk and hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to fifty (50) pounds and be able to push and pull up to seventy-five (75) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT              

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Works in an office and indoor/outdoor aquatics atmosphere with potential exposure to heavy chemical presence. The Aquatics Supervisor may be exposed to heat, cold, and temperature swings.

E.O.E.  The Town of Little Elm does not discriminate on the basis of race, color, national origin, sex, religion, age, disability or military service in employment or the provision of services.