Guest Relations Manager I

The Salvation Army Southern California•Salem, OR

5h•Onsite

About The Position

The Guest Relations Manager position represents Kroc Management as the Manager on Duty and responds to various issues and incidents including emergencies and customer concerns. This position supervises cash handling and ensures the safe and secure day-to-day operations of the Kroc Center by enforcing established standards and procedures. Responsibilities include resolving customer billing issues, responding to customer services concerns, and promoting the enforcement of rules and guidelines. The Guest Relations Manager I is responsible for selling and/or verifying membership through the Point of Sale (POS) system, provide information and answering questions about available programs. This position assumes a leadership role for the Welcome Desk and assists the Membership Coordinator as directed. This position is part of Guest Services and the Welcome Desk Team.

Requirements

The ability to work in a distinctively Christian environment.
The ability to interact with co-workers and the public in a positive, professional manner in conformity with The Salvation Army Mission Statement.
The ability to work with people of diverse backgrounds and circumstances.
Demonstrate the ability to relate positively and energetically with staff, clients, members and customers.
Must have the ability to maintain a non-judgmental attitude in working with customers, clients, members, and staff.
The individual must possess the self-discipline necessary to perform repetitive tasks without lowering the quality of work and be able to work with limited supervision, and in a team setting with other professionals.
Finally, they must exercise good judgment and be comfortable taking initiative with projects.
They must be able to remain poised with the public/coworkers in a busy and demanding work environment.
Effective verbal and written communications.
The ability to multitask.
The ability to delegate.
The ability to motivate and create a sense of teamwork amongst staff.
Skilled problem solver.
Ability to develop positive relationships with coworkers and the public.
Exhibit management and leadership abilities.
Ability to anticipate future trends and position the Kroc Center in the market so that it stays in tune with those trends.
Good understanding of sales, as their responsibilities will supervise operations and procedures that account relate to revenue generation for the Kroc Center.
High school diploma or GED equivalency required.
Two years’ customer service experience.
Supervisory or comparable leadership experience required.
Proficient computer skills required include current Microsoft software computer programs such as: Word, Excel, Access, Publisher, PowerPoint; e-mail; and internet experience.
CPR/First Aid/AED Certification Required.

Nice To Haves

Previous cashier handling experiences preferred.
Proficient computer skills required include current Microsoft software computer programs such as: Word, Excel, Access, Publisher, PowerPoint; e-mail; and internet experience in POS software a plus.

Responsibilities

Oversee compliance with cash handling policies and procedures.
Process sales, make changes, and operate the POS computer software.
Secure the POS area at the open and close of shifts.
Supervises the opening and closing procedures including the opening and closing of KIOSKs.
Maintains knowledge of all programs and events at the Kroc Center.
Monitor daily operations in the facility, making regular rounds and alerting appropriate leads/management when issues arise.
Monitor security of rooms and closets, locking rooms when not in use.
Respond to accidents and injuries in the facility and ensure appropriate follow through.
Serve as the point of contact for member/guest issues; take personal responsibility and action to resolve issues.
Work with the coordinators/directors of the affected department to investigate and resolve.
Follow up to ensure the member/guest has been contacted and the issue addressed.
Log and track all customer issues.
Attend staff meeting as assigned.
Provide leadership to the Welcome Desk.
Develop a professional friendly rapport with members/guests learning personalities, opinions and other preferences listening for valuable input to contribute to the development of operations at the Kroc Center.
Oversee Welcome Desk Associates.
Serve as the point of contact for staff regarding sick calls, personal emergencies and other issues in the absence of department management.
Take ownership of facility issues by notifying the appropriate department, staff, manager to resolve issues, or by handling simple issues personally.
Send representatives to meetings involving Kroc Events: Programs, Development, Facilities, Corps, or Guest Services.
Ensure that all customers, clients and members are given prompt and courteous service.
Be an ambassador for the Kroc Center by giving tours, promoting the center and selling memberships.
Observe and identify customers, clients and members that may be recommended candidates for scholarship.
Provide assistance for scholarship application process.