Guest Services Assistant As-Needed

City of Santa Monica•Santa Monica, CA

8d•Onsite

About The Position

Performs a wide variety of functions associated with guest service administration and operations within the Recreation and Arts Department, specifically the Sports Division or other venues, including basic clerical and accounting duties, public information distribution, daily facility operation, guest relations and staff support.

Requirements

Knowledge of effective guest relations and conflict resolution techniques.
Knowledge of record keeping, accounting and cash handling techniques.
Knowledge of modern office procedures, practices and equipment.
Knowledge of business English, spelling, punctuation and grammar.
Knowledge of basic mathematics.
Ability to provide effective customer service.
Ability to communicate effectively both orally and in writing.
Ability to follow written and oral instructions.
Ability to establish and maintain cooperative and effective working relationships with City employees and the general public.
Ability to respond to public inquiries, complaints and requests in a tactful and effective manner.
Ability to set-up and maintain office files for electronic and hard copy documents.
Ability to operate a variety of office equipment.
Ability to perform basic mathematical computations.
Ability to use independent judgment and initiative.
Ability to learn and use applicable software applications.
Skill in working effectively with persons from diverse social, cultural and economic backgrounds.
Skill in reading, writing and communicating in English at an effective level.
Skill in working with personal computers and applicable software applications including the Microsoft Windows operating system, Microsoft Word and Excel, and Point of Sale (POS).
Graduation from high school or the equivalent.
One year of recent, paid customer service or guest relations work experience which has included cash handling and working with various computer software applications.

Responsibilities

Implements guest service standards and ensures the delivery of high level of customer service to guests in person, over the phone and by e-mail.
Coordinates and monitors guest reservations and check-in process.
Distributes parking permits.
Manages access to entrance and keeps records of attendance.
Processes registrations and collects fees.
Readies and makes deposits to the Business and Revenue Operations Division.
Maintains financial program records and files.
Receives, records and resolves guest complaints.
Assists guests in resolving disputes and discrepancies.
Monitors the property and assists guests, provides interpretive information, and informs guests of rules and regulations.
Provides staff support for recreational programs and activities at the Beach House.
Assists with creating flyers and outreach materials.
Updates day use activity schedules.
Maintains recreational and cultural event mailing and email lists and assists with marketing and mass mailings.
Reviews, sorts and distributes mail and responds to routine email and correspondence.
May serve as back-up to the Guest Services Coordinator in his/her absence.
Provides routine clerical support for supervisory and administrative staff.
Performs other related duties, as assigned.