Guest Services Lead – The Cove

Must be able to work a varied schedule to include daytime and evening hours as well as weekends.

• This is a part-time position and is ineligible for benefits.

JOB SUMMARY

Responsible for providing assistance and support in the administration of delivering quality customer service. This position performs duties that include in-person, over the telephone, and written customer communication. A level of integrity, dependability, and a strong sense of urgency with proven results is expected. Responsibilities include but are not limited to creating first and last impressions with customers, answering phones, corresponding with customers, providing facility tours, and using a computerized registration system with cash handling operations. Must have a comfort level working directly with the public. This position also provides assistance and support in the supervision of recreation programs, rentals, and facility operations.

The Guest Services Lead must be highly motivated and strive for success by demonstrating Little Elm’s Core Values of Integrity, Customer Service, Efficiency, and Innovation.

ESSENTIAL JOB FUNCTIONS 

1. Promptly meets and greets The Cove™ customers, ensures the efficient operation of the front desk and party areas, while providing courteous and efficient service. Maintains friendly customer service in all situations at The Cove™.
2. Maintains the standards of responsibility of all Front Desk and Party Host staff members. Is able to step into these roles as an alternative when required based on staffing needs.
3. Adheres to all written mandatory standards of operation, policies, procedures, manuals, memos, and oral instructions.
4. Provides information and promotes facilities, programs, and services when in contact with members and guests.
5. Enforces The Cove™ facility policies and procedures.
6. Takes on customer service issues that arise prior to upper management involvement. Serves as the primary contact to provide background details if an issue does require upper management assistance. Will keep thorough documentation for all incidents.
7. Responsible for new hire training on shadowing shifts of all new employees.
8. Offers management assistance to other part-time staff and the ability to provide additional training when necessary. Ensures staff are on task and familiar with all day-to-day functions of working at the front desk or as party hosts.
9. Monitors The Cove™ activities and rentals for participant compliance regarding health and safety rules.
10. Utilizes recreation management software to enroll participants in memberships, services, programs, and events, as well as to book facility reservations and maintain customer databases.
11. Assists with programming, rentals, special events, and sponsored Town of Little Elm activities including set up and cleanup. This may include tabling events at other venues to promote the Cove to the public with the assistance of management or our marketing team.
12. Attends required training.
13. Assists in responding to email/phone inquiries about all facility rentals offered through The CoveTM.
14. Maintains inventory of supplies and equipment for both front desk and party needs.
15. Ensures assigned areas are cleaned and maintained at all times.
16. Operates under the Town’s four core values of Integrity, Customer Service, Efficiency, and Innovation.

Front Desk:

1. Registers participants in classes and special events, sells and processes member registrations, checks-in members, and books facility rentals in recreation management software.
2. Performs daily inspections of assigned work area and technology systems. Creates work orders and notifies supervisory team as needed.
3. Processes membership cancelation forms promptly from both online and in-person sources.
4. Ability to override scheduling conflicts and issue refunds for customers if needed with approval of the MOD.
5. Responsible for relaying and promoting upcoming sales, class enrollments, and general policy to all front desk staff and customers.
6. Assists with tracking of our free day pass coupons.
7. Completion of day-to-day administrative work assigned by Supervisor. This will include proper processing and filing of paperwork for all memberships and class enrollments offered and contact to customers with past-due balances or charge backs.

Party Host:

1. Prepares rooms and cabanas for parties and rentals by cleaning, arranging furniture, and setup of proper party supplies.
2. Assist guests in serving food, party favors, and other various tasks.
3. Responsible for collecting party detail forms and emailing/calling parties to collect any additional information as needed weekly.
4. Submit pizza orders weekly for birthday parties. Submit pizza orders for field trips and buyouts as needed.
5. Responsible for creating party name signs weekly.
6. Responsible for uploading party name signs onto the Jumbotron weekly.

EDUCATION/TRAINING/EXPERIENCE

High School diploma or GED equivalent preferred and have six (6) months customer service or public contact experience; or equivalent combination of education and experience.

LICENSES OR CERTIFICATES

1. Must have the ability to obtain CPR and AED certifications within six months from date of employment.
2. Must be bondable.
3. Must have a valid Texas Driver’s License or reliable transportation to and from work.

LANGUAGE SKILLS

1. Ability to read, write, and speak English fluently.
2. Ability to respond to common inquiries or complaints from customers, regulatory agencies or authorities, or members of the local business community.

OTHER SKILLS, ABILITIES & REQUIREMENTS

1. Knowledge of customer service practices and procedures.
2. Knowledge of computers and related equipment, hardware and software.
3. Knowledge of Town policies and procedures.
4. Knowledge of money handling practices and procedures.
5. Ability to work in a team environment; contribute as a team member and treat co-workers and customers with respect.
6. Skill in oral and written communications.
7. Skill in monitoring departmental health and safety policies and procedures.
8. Skill in resolving customer complaints and concerns.
9. Skill in implementing departmental rules, procedures and objectives.
10. Regular and consistent attendance for the assigned work hours is essential.

REASONING ABILITY

1. Ability to interpret a variety of instructions furnished by management in written, oral, diagram, or schedule form.
2. Ability to comprehend complex policies, procedures, regulations, and organizational structures.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, walk; sit; use hands to operate various machines and/or equipment; and reach with hands and arms. The employee frequently is required to talk and hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to fifty (50) pounds and be able to push and pull up to seventy-five (75) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Primarily office environment. Some outdoor environment with potential exposure to adverse weather conditions.

E.O.E. The Town of Little Elm does not discriminate on the basis of race, color, national origin, sex, religion, age, disability or military service in employment or the provision of services.

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