Guest Services Supervisor (In Training)

Iron Peak Sports & Events•Hillsborough Township, NJ

1d•Onsite

About The Position

Iron Peak Sports & Events is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Hillsborough, NJ. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth. Iron Peak Sports & Events is the epicenter for positivity for our community. Our facility is a celebration of finding out who you are and empowering you to be you best self. At Iron Peak we want you to find camaraderie and a sense of belonging. In addition, we believe in finding joy in unexpected places, and cherishing defeats by making them successes. We are the pinnacle of sports, events, and entertainment. This position is designated as a Supervisor in Training role. The employee will complete a 90-day training and probationary period designed to develop leadership, operations, and guest service skills essential to the Guest Service Supervisor position. At the end of the 90 days, a performance review will be conducted to determine if the employee has met the standards required to continue as a Guest Service Supervisor. Continued employment in this role is contingent upon satisfactory completion of this review.

Requirements

Flexible work schedule (e.g., nights, weekends, holidays and long hours) and regular attendance necessary
Excellent communication skills, both verbal and written
Ability to maintain focus in a high-volume, fast-paced environment
Must have excellent guest service skills
Must be detail-oriented and have outstanding organizational skills
Ability to multi-task, prioritize, and remain calm and focused in difficult and stressful situations
Must be respectful and friendly to our athletes, guests, visitors, spectators, leaders and fellow Team Members
Must work well with others
Must take personal initiative for the betterment of the team and venue
Commitment to the safety and well-being of others

Nice To Haves

Customer service and cash handling experience preferred or quick study

Responsibilities

General oversight of Iron Peak Guest Services Team Members
Greet guests and provide information and way finding as needed
Provide courteous and friendly first-in-class service to all guests
Register guests and process payments for leagues, camps, clinics, drop-in, etc.
Be knowledgeable about facility programs (format, pricing, meeting dates/times)
Operate multi-line phones
Record waivers and event information
Record event scores (tournaments/leagues) and print game sheets on a daily basis
Maintain confidentiality and discretion with guest and Team Member information
Professionally resolve guest concerns and complaints and/or direct to appropriate Manager
Maintain a clean space and perform regular walk-throughs (indoor/outdoor) to ensure venue cleanliness
Know and enforce the venue policies and procedures
Complete special projects, daily assignments, and other duties as assigned
Direct facility traffic, collect fees and monitor parking passes, barricade organization, facilitate disabled access, report suspicious behavior
Assist with scheduling and coordinating facility events and parties
Ensure all event details are executed as planned and tracked with detail invoices created, payment collected, supplies ordered, waivers collected, food orders, party bags, etc.
Communicate clearly and timely with Management and staff to ensure proper setup, coordination of activities, and cleanup all events
Maintain inventory system
Adhere to event manual for processes, procedures, curriculum, and standards
Ensure guest satisfaction and a high level of service via timely and clear communication regarding logistics and details
Assist community field marketing efforts toward program growth
Coordinate with Business Development & Events Director to make sure event bookings are entered and invoiced in POS platform, and any changes are updated accordingly
Refresh and distribute event flyers in facility, and cross market as appropriate
Support social marketing strategy to ensure optimal event promotion