R Guest Services Representative

City of Englewood Colorado•Englewood, CO

13d•$15 - $23•Onsite

About The Position

The Guest Service Representative will create a welcoming, inclusive, and positive experience for every guest by delivering friendly, knowledgeable, and professional customer service. This position will serve as the first point of contact for the Recreation Center by greeting visitors, answering phone calls, responding to questions, and providing information about programs, services, memberships, rentals, and facility amenities. The Guest Service Representative will process registrations, memberships, admissions, rentals, and other transactions while accurately handling payments and maintaining records. This position will listen to guest needs, resolve concerns with professionalism and care, and uphold facility policies and procedures to help ensure a safe, clean, and enjoyable environment. The Guest Service Representative will provide after-hours oversight of the facility and work collaboratively with team members to support daily operations in a fast-paced recreation environment. Success in this position requires strong communication, organization, customer service, and multitasking skills, along with a commitment to creating an exceptional experience for every guest.

Requirements

High school diploma or GED
Previous experience in customer service, guest services, or cash handling
Basic knowledge of office software (Microsoft Office) and equipment
First Aid, CPR, and AED certifications (or willingness to obtain shortly after hire)
Ability to communicate effectively both verbally and in writing
Ability to establish and maintain positive working relationships with guests, coworkers, volunteers, and community members
Ability to handle multiple priorities in a fast-paced environment
Ability to exercise sound judgment when resolving concerns
Ability to operate computers, point-of-sale systems, recreation management software, and standard office equipment, including Microsoft Office applications
Ability to learn and apply department policies, procedures, and facility operations
Ability to maintain confidentiality and handle sensitive information appropriately
Must be able to obtain and maintain First Aid, CPR, and AED certifications within a reasonable timeframe after employment.

Nice To Haves

Knowledge of the RecTrac program is a bonus

Responsibilities

Greet and welcome all guests in a friendly, professional and inclusive manner, providing exceptional customer service both in person and over the phone.
Respond to guest inquiries by providing accurate information regarding Recreation Center amenities, programs, memberships, rentals, policies, and Parks, Recreation, Library & Golf Department services.
Process memberships, daily admissions, program registrations, facility rentals, park permits, and other point-of-sale transactions while following established cash handling procedures.
Explain all membership benefits and options, conduct facility tours, and assist guests in selecting programs that meet their budget and needs.
Answer and route incoming phone calls, responding to questions or directing inquiries to the appropriate staff member.
Enforce facility policies, procedures, and safety standards in a consistent and courteous manner.
Monitor activities throughout the facility and respond appropriately to ensure the safety and well-being of guests and staff.
Resolve guest concerns, answer questions, and de-escalate challenging situations with professionalism, empathy, and sound judgment.
Perform opening and closing procedures, including securing the facility and providing after-hours oversight as assigned.
Maintain a clean, organized, and welcoming front desk and facility by performing light custodial tasks and routine sanitization as needed.
Operate recreation management software, point-of-sale systems, phones, and other office equipment accurately and efficiently.
Collaborate with coworkers and other departments to support daily operations, special events, and department initiatives.
Prioritize multiple tasks in a fast-paced environment while maintaining attention to detail and providing excellent customer service.
Additional duties may include but are not limited to filing, calling waiting lists, and other administrative duties.