Guest Service Coordinator - Edinborough

About the Department

Schedule

This is a year-round position averaging 30 hours per week, typically working Fridays-Mondays, but is subject to seasonal variance in schedule of days/times working, as follows:

• June-September (“off-season”)
  1. 30 hours/week, typically working Fridays-Mondays
     • More flexible work days/times outside of typical schedule
• October-May (“busy season”)
  1. 30 hours/week, consistently Fridays-Mondays 
     • Typical schedule
       • Friday-Saturday, 11am-7:30pm
       • Sunday, 10am-7:30pm
       • Monday, 12-4pm
       • Other days where business need is (special event happening, when open or vacant shifts come up, busier days) 

Benefits

• Benefitted position that includes health insurance 
• Free Pool &Track membership
• $25/child annual PlayPark pass
• Paid Time Off (PTO) - Employees earn 1 hour of PTO for every 30 hours worked and can accrue up to a maximum of 360 hours
• Time and a half pay for time worked on holidays if the facility is ope

Anticipated Hiring Timeline

• First-round interviews: May 27
• Second-round interviews: May 29
• Background and reference checks: Week of June 1
• Anticipated offer extension: Week of June 1

Job Summary:

The Guest Services Coordinator is the first point of contact and will ensure the highest quality customer service is provided to all visitors’ park guests, while providing leadership and support to other staff during high volume times. This is an evening and weekend position working Friday – Sunday with an additional shift throughout the week. 
 

Scope of Impact:

The purpose of the position is to serve as the manager on duty of Edinborough Park during high traffic, business critical times. The position performs on-going customer service duties while proactively anticipating the needs of guests and staff, facilitating the smooth coordination of multiple events and rentals, providing information to guests and staff, and solving complex problems in a fair and consistent manner.  The coordinator is responsible for enforcing established rules, policies and procedures for all guests and staff.  The position will interact with a highly diverse groups of guests and staff and will be instrumental in building stronger relationships with those groups.  This position is responsible for ensuring a safe, fun, and welcoming environment.  

Position Duties

The duties of a Guest Services Coordinator include:

• Serve as the front-line manager on duty & primary decision maker for staff, = guests, and rentals addressing questions, concerns, and complaints. The coordinator will handle conflict in a professional and courteous fashion, promptly following up promptly with guests and supervisor on any incidents. 
• Participate & provide planning, supervision, and leadership to staff and guests in executing scheduled events, rentals, programs, and services in the building.   
• Conduct facility walk-throughs and check-ins to remain actively visible and engaged with staff and guests in the facility during open hours of operation.  
• Maintain and enforce a clean facility & personal or team workspace. This includes and is not limited to assisting maintenance in the cleaning & organization, set up & tear down of facility rentals, special events, and daily operations.
• Assist & lead with efforts focused on onboarding, training, supporting, evaluating & engagement of part-time guest service and concession staff.
• Act as the primary responder & leader in safety procedures & emergency situations, both while on site as manager on duty and also through effective training of all part-time staff in the absence of a manager. 
• Facilitate staff scheduling procedures & communication efforts that correlate to business critical times, including covering vacant shifts and/or shifting resources or people to address facility needs.
• Responsible for overseeing point-of-sale (POS) operation, cash handling, & assisting with cash reconciliations, including assisting with registrations, permits and reservations.
• Work collaboratively and communicate effectively with entire staff team
• Complete financial, accident, incident, facility reports or logs promptly & accurately, and communicate to management.
• Perform other duties as assigned.

Minimum Qualifications

Minimum Qualifications:

• Education and Experience
• Must be 18 years of age or older               
• High School diploma or GED equivalency
• Two years previous relevant customer service experience is required.
• Two years supervisory experience is preferred
• Technical computer skills preferred

Other Qualifications

Knowledge

• Must be highly motivated, organized and take direction well.
• Patient, confident, reliable and responsible team player.
• Ability to successfully perform multiple functions at once; work productively without supervision within policies and procedures; provide superior customer service and positively interact with coworkers, customers and supervisor while managing multiple customers and events; handle cash flow with accuracy in adherence to established procedures.
• Ability to relate and work effectively with people from diverse cultural, economic, and ethnic backgrounds.
• Interpersonal skills sufficient to exchange and/or convey information (verbally and in writing) receive work direction and maintain effective working relationships.  

Equipment, Physical Demands and Working Conditions

This position is an active position which requires frequent movement throughout the facility as well as providing assistance in the concession area.

 Equipment Used:

• Point of Sale software and scheduling programs
• Telephone
• Computer
• Credit card machine
• Printer/copier/scanner
• Other common office equipment  

• Light maintenance and custodial

Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.  All requirements are subject to modification to reasonably accommodate individuals with disabilities.

Requirements are representative of minimum levels of knowledge, skills, and experience required.  To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.  The City retains the discretion to add duties or change the duties of this job at any time.