Customer Service Manager - Buchner Pool

City of Waukesha•City of Waukesha -PARK-REC & Forestry - 1900 Aviation Drive Waukesha, WI

2d•Onsite

About The Position

The Customer Service Manager will assist in providing a comprehensive community swim program and serve as the supervisory staff member for customer service operations. This role is responsible for concession operations, including ordering, inventorying, safe food handling, proper money handling procedures, computer program usage, and providing excellent customer service.

Requirements

Must be at least 18 years of age or older.
Must hold current certification in American Red Cross CPR.
Must have knowledge of concession stand operations, front desk operations, cash handling, and safe food handling procedures.
Ability to assign duties and supervise personnel.

Nice To Haves

Lifeguard certification preferred.
Food Manager Certification preferred.
Prefer college or university graduate with training in business, marketing, or a related area.

Responsibilities

Assist in hiring staff for the season.
Determine concession menu, paper good needs, and suppliers with the Recreation Supervisor.
Obtain prices, equipment, and supplies from product vendors.
Monitor petty cash and cash flow at both pool facilities and ensure proper deposit bag processing.
Ensure proper supervision of participants.
Perform preseason set-up at the pool’s front desk and concession areas.
Ensure customer service readiness and on-site public relations.
Handle questions and concerns at the site.
Observe, enforce, and explain all facility rules and regulations.
Assign cashier, front desk, and concessionaire schedules in conjunction with the Recreation Supervisor.
Be competent in pool registration procedures and assist in implementing financial/registration procedures.
Ensure consistency in WPRF operational standards.
Verify staff hours for payroll.
Complete and submit payroll sheets each week to the Recreation Supervisor.
Assist with training of Customer Service Staff and Concessionaire Staff.
Attend and provide all in-service training, ongoing evaluations, and staff training.
Manage programming (birthday parties, rentals, and group sales), including communication, scheduling customer service personnel, and concession products.
Review current aquatic staff manual.
Ensure implementation of facility emergency action plans and facility rules.
Communicate equipment and supply needs to the Waukesha Parks, Recreation and Forestry Department.
Ensure that staff follows proper procedures.
Prepare, submit records and reports, and obtain food permits from the health department (as needed).
Report pool maintenance concerns of immediate concern to building staff and assist when needed.
Complete mid-season and final evaluations of all supervised staff and complete the end-of-year report.
Carry out additional duties as may be assigned by supervisory staff members.