Guest Services Specialist

The Guest Services Specialist (GSS) works at the Town's Community Center and Civic Space, which are open year-round.  Workweek and working hours vary with assignments Monday through Saturday, with occasional evenings, weekends, and select holiday shifts.

The GSS assists the Recreation Supervisor Facilities in the administration and supervision of the Community Center and Civic Space.

Additionally, the GSS leads the operations of the Guest Services Associates through scheduling, oversight, and staff development.

This position requires high customer contact, administrative assistance, and program/event support for the Town's Community Center and Civic Space.  May be assigned to exercise supervisory authority in the absence of the Recreation Supervisor Facilities.

This position works under the supervision of the Recreation Supervisor Facilities and is non-exempt under FSLA.

• Schedules, delegates duties to,  and monitors Guest Services Associates.
• Assists supervisor in hiring, training, development,  and evaluation of Guest Services Associates.
• Helps manage Guest Services Associates' performance by maintaining staff-related documentation.
• Facilitates staff meetings, trains staff on standard operating procedures and leads team-building opportunities.
• Maintains first line of communication with Guest Services Associates.
• Maintains a high level of responsiveness to the general public, providing accurate information to the public on facility policies, procedures, and programs/events.
• Creates and promotes positive working relationships and an inclusive environment amongst Guest Services Associates.
• Demonstrates collaboration and conflict resolution skills with other departments and employees.
• Works collaboratively with Guest Services Associates and provides advice and support in planning, researching, implementing, scheduling, supervising, evaluating, and promoting programs, activities, and facility services.
• Assists with the process of submitting Guest Services Associates timesheets by the established deadlines, ensuring accuracy and editing as needed.
• Maintains proficiency and knowledge of department program offerings, policies, procedures, and effectively communicates this information to Guest Services Associates in a consistent manner.
• Assists with program implementation, and support through assigning Guest Services Associates to assist the Recreation Coordinator Facility Programs.
• Ensures all Guest Services Associates certifications and trainings are completed.
• Assists in identifying and responding to facility maintenance needs.
• Maintain the security of the facility including issuance of keys, setting alarms, and locking doors.
• Proficient with recreation software utilized for front desk procedures.
• Compiles and provides reports and statistical data, including compilation of facility attendance and usage.
• Assists with the management of department email and phone activity.
• Provides general and complex assistance to the supervisor including researching information and data collection, budget reporting, and project tracking.
• Performs clerical duties including typing, filing, office machine operation, recreation software operation including cash handling and maintenance of records.
• Supports Guest Services Associates with customer contact, processing program registrations, and facility rentals.
• Enforces policies, rules, and regulations governing the conduct of patrons using the Town's Community Center and Civic Space, and the surrounding outdoor areas.
• Conducts facility tours when necessary.
• Performs facility opening and closing procedures when necessary.
• Communicates extensively with all Town staff, co-workers, and supervisors to ensure smooth facility and program operations.
• Represents the Town of Superior in a positive, professional manner to the community.
• Establish and maintain effective working relationships with community members contacted during work.
• Maintains common workspace and office equipment.
• Assists in maintaining the cleanliness of the facilities.
• Assists with the Town’s special events.

• Requires clerical skills and the ability to undertake multiple tasks simultaneously.
• Requires the ability to excel in a consistently changing environment.
• General knowledge of current office practices, methods, and procedures.
• Knowledge of scheduling, training and guiding staff.
• Demonstrate concern for the accuracy and quality of work; take steps to correct mistakes and make improvements.
• Strong verbal and written communication skills.
• Strong organizational skills and the ability to handle multiple, shifting priorities.
• Ability to positively interact with the public including handling stressful situations.
• Ability to efficiently coordinate many activities and work effectively with other staff in a positive work environment.
• Ability to use office equipment including computers, cash register, and phone systems. 
• Proficient in the use of Microsoft, including Word, Excel and Outlook.
• Ability to exercise significant discretion and independent judgment.
• Ability to understand and successfully implement Town policies, procedures, laws and regulations relating to assigned activities.

Special License, Registration, or Certification Required: High school diploma or equivalent required; coursework towards degree in Recreation, physical education or closely related field preferred.  Minimum of three (3) years of progressively responsible customer service or receptionist experience, preferable in the related (i.e., parks and recreation, arts, etc.) setting. Previous work leading part-time staff preferred. CPRP certification desirable but not required. Equivalent combinations of education and experience may be considered. Current certifications in First Aid and CPR/AED required. 

Work Environment: Most of the work will be at an indoor Community Center and Civic Space.  The employee regularly works in an environment which will include exposure to noise and stressful situations.  The noise level can range from low to very loud. This position requires some work to be performed outdoors during Town events which will include exposure to all types of weather and conditions.  

Salary : $52,992 - $77,300