Guest Service Specialist

Hiring Range: The hiring range for this position is $19.52 - $20.75 per hour depending on skills and qualifications.

Work Schedule: Works up to 28 hours per week; 4:30am 9:00pm Monday-Sunday (Schedule Varies)

NATURE OF WORK

As a member of the CRC-Expansion Division individuals in this position perform work in a team-based environment supporting the Parks Recreation & Culture Divisions mission and vision along with the goals philosophies and initiatives of his/her Manager and Director.

The individual is responsible for providing guest service to member/visitor check-in enforcing facility rules and safety reserving/booking for birthday parties equipment parks and meeting rooms including taking reservations processing payments and deposits ensuring reservations meet guest needs and that facilities are prepared and available as booked. Individuals in this position perform a variety of duties including but not limited to front desk operations facility oversight and customer service.

Individuals in the position are required to perform work in a manner consistent with and exemplary of the towns PRIDE philosophy and the towns Equal Opportunity Employment policy.

SUPERVISION RECEIVED

Individuals work under the direct supervision of the Recreation Coordinator Guest Service Operations to carry out assigned duties functions roles and projects in both routine and complex circumstances.

ESSENTIAL JOB FUNCTIONS

The individual in the Guest Services Specialist role is assigned specific assignments job duties scope authority responsibility roles and requirements as determined by the town department division and pursuant to laws regulations and practices. Individuals in this position must be able to successfully perform be responsible for and/or assist in the fulfillment of many job functions and duties with or without reasonable accommodation.

The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive:

• Guest Relations: Contribute to members and guests satisfaction and perceived value for experience by listening/responding to inquiries/comments in a timely and customer-focused manner assisting with investigating/resolving complaints in a timely manner initiating service recovery as appropriate coordinating with others to resolve issues (e.g. programmers facilities etc.) regularly communicating with and assisting members and guests maintaining up-to-date recorded greetings/information on the telephone system supporting staff in their interactions with guests.
• Communication: Utilize effective written and oral communication techniques to communicate with guests Parks Recreation & Culture Department staff town staff and the public.
• Cash Handling/Financial Management: Handle cash in a manner consistent with specified cash handling procedures as well as assist with the development of systems and procedures. Conduct transactions; cash out drawers and complete settlement procedures with integrity. Perform basic accounting duties such as recording daily cash flow preparing deposits and balancing cash drawers.
• Technology: Interface with recreation software for the purpose of conducting transactions completing reports and recording information necessary to carry out all Recreation Department functions. Maintain a level of proficiency in software operations in order to assure timely completion of transactions with guests. Effectively utilize the intranet and computer programs required to complete job duties.
• Programs & Services: Stay up-to-date of program service and facility offerings so that this information can be accurately conveyed to guests. Listen to guest feedback and convey pertinent information to appropriate department staff. Implementation of programs and services involves setting up and preparing assigned facility space and equipment performing light maintenance duties registration and other paperwork organizing supplies and equipment inventory handling cash interfacing with participants enforcing department policies and procedures and ensuring safety.
• Facilities: Observe facility use and condition conduct safety checks. Makes recommendations on facility improvement projects. Performs proper opening and closing procedures of the facility. Assist with department special events if needed. Oversees venues and activities in the facility and ensures that regular walk-throughs are conducted.
• Department Resources & Safety: Adhere to Town of Windsor and Parks Recreation & Culture Department policies procedures and practices in order to ensure the preservation of resources such as equipment cash facilities and vehicles. Observe document and report problems to the Operations & Facility Manager as appropriate. Complete required paperwork as it pertains to the use of resources such as inspections inventories etc. This may also include retail operations sales inventory and ordering. Drive vehicles according to safety practices and town policies and practices.

• Performs research as directed such as discovering new technology or tools market research etc.
• Performs related duties as established by law/ordinance or reasonably directed by the town.
• Assists other town departments/divisions as necessary.

EDUCATION EXPERIENCE AND FORMAL TRAINING

• High school diploma or GED
• Minimum of two (2) years of experience in a customer service setting in a fast paced high volume public facility preferred
• Previous Point of Sale experience
• Intermediate experience with MS Office specifically Word and Excel
• Previous RecTrac or other Recreation software experience preferred
• An equivalent combination of education training and experience which provides the required knowledge skills and abilities may be considered

• Must have a current Colorado Drivers License or the ability to obtain one upon hire that meets the Town of Windsors standards
• CPR/1st Aid certification within three (3) months of employment

• Strong customer service skills and ability to interact professionally with the public.
• Genuine enjoyment of helping and assisting people.
• Intermediate computer skills.
• Communicate professionally and effectively both verbally and in writing.
• Establish and maintain effective working relationships with fellow employees guests and members.
• Must exhibit initiative and sound judgment skills.
• The position requires a working knowledge of clerical procedures computers Window based applications and professional telephone skills.
• Ability to demonstrate good public relations skills and to reason and resolve conflicts effectively.
• Know or have the ability to become familiar with all program areas within the parks recreation and culture divisions.
• Ability to recognize safety hazards and notify supervisors.
• Ability to provide guest service in a fast-paced chaotic environment.
• Ability to set up maintain and tear down activity related equipment

1. Equipment: Position requires use of a variety of equipment: computers tablets or other digital equipment digital cameras copiers printers scanners fax machines telephones. Recreation supplies of various sorts will be used including sports equipment arts and craft supplies games and toys. This position may use first aid equipment an AED and other safety equipment. Safe & proper use/storage of material and equipment used understanding that others may use equipment throughout the facility
2. Materials: Position requires use of a variety of materials including cleaning equipment chemicals and office supplies.

WORKING ENVIRONMENT & PHYSICAL REQUIREMENTS

The physical demands described here are representativeof those that must be met by an employee to successfully perform the essentialfunctions of this job.

The physical activities of this position include but are not limited to the following: climbing balancing stooping kneeling crouching crawling reaching standing sitting walking pushing pulling lifting fingering grasping feeling talking hearing and repetitive motions.

The physical requirements of this position are consideredLight Work exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently and/or a negligible amount of force constantly to move objects.

The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes. The employee is required to have visual acuity to determine the accuracy neatness and thoroughness of the work assigned or to make general observations of facilities or structures.

The employee is subject to inside environmental conditions.

Additional Information:
This position description is not intended to be an exhaustive list of all duties responsibilities or qualifications associated with the position. The Town of Windsor reserves the right to modify add or remove duties and to assign other responsibilities as necessary with or without notice.

Equal Employment Opportunity & Reasonable Accommodation:
The Town of Windsor is dedicated to the principles of equal employment opportunity (EEO) and to compliance with the Colorado Protections for Public Workers Act (PROPWA) and other applicable laws. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over race (including traits historically associated with race such as hair texture and length protective hairstyles) gender (regardless of gender identity or gender expression) sexual orientation color religion national origin creed disability marital status military status genetic information pregnancy or any other status protected by applicable state or federal law.

We are committed to providing reasonable accommodations to qualified individuals with disabilities including during the application and hiring process. If you need assistance or an accommodation please contact us at .

The town is dedicated to the principles of equal employment opportunity. The town prohibits unlawful discrimination against applicants or employees on the basis of age 40 and over race (including traits historically associated with race such as hair texture and length protective hairstyles) gender (regardless of gender identity or gender expression) sexual orientation color religion national origin creed disability marital status military status genetic information pregnancy or any other status protected by applicable state or federal law. This prohibition includes unlawful harassment based on any of these protected classes. Unlawful harassment includes verbal or physical conduct that has the purpose or effect of substantially interfering with an individuals work performance or creating an intimidating hostile or offensive work environment. This policy applies to all employees including managers supervisors co-workers and non-employees such as customers clients vendors consultants etc.

The town will make reasonable accommodation(s) for qualified individuals with known disabilities unless doing so would result in an undue hardship for the town or cause a direct threat to health or safety. The town will make reasonable accommodation(s) for employees whose work requirements interfere with a religious belief unless doing so poses undue hardship on the town. Employees and/or applicants needing such accommodation are instructed to contact the Human Resources Department.