Guest Services Coordinator

HYLAND HILLS PARKS & RECREATION•Westminster, CO

1d•Onsite

About The Position

Under the direction of the Recreation Supervisor, the Guest Services Coordinator oversees guest services, daily operations, and the implementation of department policies and procedures at both the Hyland Hills Sports Center and the Fitness Center. This role includes supervising part-time hourly staff, managing customer relations, and coordinating rentals and activities for each facility and park pavilions.

Requirements

Establish and maintain effective working relationships with other employees and the public.
Develop work methods and procedures with initiative and judgment using resourcefulness and tact in meeting new problems.
Deliver exceptional customer service.
Computer software – ability to advanced knowledge of Rec Trac software and train other staff.
Detailed oriented - accurately input data on computer systems with zero to minimum errors.
Teamwork – establish positive working relationships
Time management and prioritization - complete work with frequent interruptions and ongoing activities in work area.
Ability to communicate effectively in oral and written form.
A bachelor’s degree from an accredited college, with major course work in Recreation, Leisure Services, Public Administration, Business Administration or in another closely related field plus 2 years of experience in customer service and front desk operations is required.
Possess and maintain a Colorado Driver’s License with a satisfactory driving record.
Must possess the following certifications or obtain within 60 days of hire: CPR, standard first aid, and AED.

Nice To Haves

Bilingual English/Spanish skills are a plus and may be helpful when interacting with diverse communities, but are not required.

Responsibilities

Responsible for assisting guests at the Hyland Hills Sports Center and Fitness Center for various needs including registering for activities, resident discount cards and various clerical functions.
Conduct point of sale transactions and facility reservations.
Maintains proper opening and closing procedures and fills in to open and close facilities.
In collaboration with the Recreation Supervisor, this position is responsible for hiring, training, supervising, and evaluating the performance of Guest Services and Kid Zone staff at Hyland Hills Sports Center and Hyland Hills Fitness Center.
Schedule and train staff to provide exceptional customer service across all recreational facilities.
Responsible for final coverage duties at the Front Desk and is expected to coordinate fill-ins for regular and unplanned staff shortages.
Create ongoing training programs to enhance employee skills in customer service, conflict resolution, and operational procedures.
Hold staff accountable for guest service standards and work policies.
Plan and facilitate guest service staff meetings.
Serve as a point of contact for RecTrac training for part-time and full-time staff.
Create a safe environment for staff and patrons.
Audit cash receipts, monitor transactions, and address any irregularities in financial records.
Evaluate and update cash-handling procedures as needed.
Process refunds, manage credits, and implement scholarship programs.
Track and collect open balances for activities, rentals and passes.
Manage insurance reimbursement program, ensuring timely and accurate submissions.
Oversee installment billing for passes, maintaining accurate records and resolving billing issues as needed.
Facilitate facility rentals, including spaces at Baker, Carl Park, pavilions, and room rentals at the Hyland Hills Fitness Center and Hyland Hills Sports Center.
Facilitate the special event reservation permitting process in collaboration with the Recreation team.
Respond promptly to emergency situations, including incidents or accidents within facilities.
Complete necessary reports as needed.
Ensure cleanliness throughout the facility and submit facility work orders
Actively support, model and encourage Recreation Team values of Culture, Collaboration and Community Impact while upholding the District’s values of Community, Integrity, Excellence, Service, Safety and Teamwork.
Performs all functions in a customer service-oriented manner.
Works periodically on special projects assigned by the Recreation General Manager.
Attend training sessions, workshops, staff meetings, and conferences, as necessary.