What are the responsibilities and job description for the Guest Service Specialist position at City of Westerville, OH?
Description
This position is open until filled. Applications are being reviewed as they are received.
This position will work various scheduled weekday shifts and requires scheduled weekend shifts.
The Guest Service Specialist serves as the first point of contact for the guests and ensures that a high degree of quality services are being offered to them. We are looking for highly organized candidates with excellent people skills that will provide professional services in a courteous manner, assisting guests with inquires, problems, registration and complaints. To ensure success this candidate will be professional and pleasant in challenging situations, and take responsibility for satisfaction of guests from arrival to departure. Preferred candidates will be positive, proactive and be skilled at balancing many tasks at once in a fast paced environment.
SUPERVISION
The Guest Service Specialist will work under the direction of the Facilities Supervisor. Work is reviewed through monthly meetings with supervisors and yearly evaluations.
ESSENTIAL FUNCTIONS OF WORK
(May not include all duties performed.)
Employees may be asked to perform one or more of the following duties. Essential job functions may include, but are not limited to:
- Acting as an information source on various matters, keeping abreast with latest developments and changes within the Community Center.
- Greeting guests in a sincere and friendly manner and making them feel welcome.
- Anticipating and addressing guests' needs and resolving their problems and complaints appropriately, calmly and in a timely manner.
- Operating the phones and assisting with all inquiries.
- Collaborating and communicating with other internal departments to ensure guest satisfaction.
- Comply with Westerville Community Center procedures and safety policies.
- Be responsible for registering, and receiving payments from guests, for programs, activities, passes and daily admissions.
- Balancing cash drawer at the end of the shift following money handling procedures set by the department.
- Make sure that the guests remain satisfied and content with the services that are being offered, take feedback from the guests as to how services can be improved.
- Process credits, refunds and transfers for programs, activities and pass registrations.
- Acquire, through provided training, a working knowledge of RecTrac that is used daily.
- Comfortable working without constant, direct supervision.
MINIMUM REQUIREMENTS OF WORK
- Candidate must have a high school diploma and be at least 18 years of age.
- Training at an accredited institution and at least two years of guest services experience is required.
- The successful candidate must have extensive knowledge and expertise with computers and money handling.
- To ensure success, a guest service specialist should be totally customer-centric and have good listening skills.
- Have good problem solving skills with attention to detail.
- Demonstrate effective communication skills and should be extremely well organized and behave in a professional manner.
- Willing to take on additional responsibilities whenever there is a need, and should be able to build a professional and healthy relationship with the internal staff as well as customers.
- Outstanding written and verbal communication skills.
- Being in a service oriented industry, the guest services specialist should be flexible to work shifts that are early morning, late evening, weekends and holidays.
Statement on Diversity, Equity, and Inclusion: At the City of Westerville, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for serving and empowering all people both in our organization and community. The City ensures that service is accessible, responsive and inclusive for a thriving, sustainable and connected Westerville.
City pays portion of OPERS Retirement Contribution.
