Desk Staff - WAFC

Job Title

This position is responsible for providing a welcoming environment and excellent customer service to all patrons as the WAFC's first point of contact. Responsibilities include: greeting all guests, operating a POS system, concessions management, providing information and direction regarding facility programs, birthday parties, amenities, memberships, fees, hours, and facility scheduling both in-person and on the phone.

Various shifts are available Monday through Friday during the following hours:

• 5:15 a.m. 8:00 a.m.
• 8:00 a.m. 12:00 p.m.
• 12:00 p.m. 4:00 p.m.
• 4:00 p.m. 7:30 p.m.

Employees are not required to be available Monday through Friday for every shift. Candidates should have availability for at least some days during the week within one or more of the listed shift times.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary.

• Utilizes the point of sale system to sell admissions, memberships, punch cards, merchandise, as well as, assist in selling birthday packages.
• Provides excellent customer service by being friendly, tactful, and courteous and by maintaining an alert and professional posture at all times.
• Maintains an acceptable appearance at all times as to both dress and personal hygiene.
• Greets customers, answer the phones promptly and give complete and accurate information regarding facility hours, schedules, programming, rental information, birthday parties, etc.
• Monitors safety of the facility; knowledgeable in the Emergency Action Plan.
• Keeps accurate records of attendance by checking-in all users of the facility.
• Takes reservations in-person and via telephone for facility programs.
• Manages concessions area, including food preparation and service, following health and safety food guidelines.
• Membership Services: includes promoting facility membership, tours, membership levels and costs, benefits, and acknowledgement of current membership status.
• Knowledge and ability to manage various insurance benefits, including insurance partners and reimbursement.
• Knowledge of Family Partnership programs, including scholarship eligibility.
• Knowledge of Corporate Membership packages.
• Assists with special events when additional staffing is required.
• Responsible for checking-in birthday parties/groups. This includes providing instruction and directions for birthday party customers. This includes room set-up and food preparation and service.
• Greets groups, providing materials, directions and taking payment upon arrival.
• Performs opening and closing duties as required. Maintains a clean facility throughout scheduled shift.
• Responsible for cash register operations, with the ability to accurately make change. Is also responsible for end of day reconciliation and close-out.
• Arrives to work on time and when scheduled. Arranges for a substitute if necessary.
• Attends mandatory staff meetings and training sessions.
• General Office and Administrative duties as assigned.

Additional duties and responsibilities

• Perform special projects as assigned.
• Flexibility of schedule
• Responsible for cleaning and maintaining a clean and safe environment in the lobby, party rooms and fitness center. This includes vacuuming, sweeping, sanitizing fitness equipment, cleaning lobby single user bathrooms and fitness center single user bathrooms.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• High school diploma or equivalent is preferred. Additional post-secondary vocational/technical course work in general office practices such as typing, filing, accounting and bookkeeping preferred.
• Two (2) years increasingly responsible related experience, or any equivalent combination of related education and experience, that provides requisite knowledge, skills and abilities for the position, preferred.
• Previous retail experience, with money handling, preferred.

Language Skills

• Ability to analyze data and information using established criteria, in order to determine consequences and to identify and select alternatives. Ability to compare, count, differentiate, measure, copy, record and transcribe data and information. Ability to classify, compute, tabulate, and categorize data.
• Ability to communicate orally and in writing with participants, City personnel, Department personnel and City residents.

Mathematical Skills

• Ability to perform cashier duties accurately.
• Ability to calculate percentages, fractions, decimals, volumes, ratios, present values, and spatial relationships.
• Ability to interpret basic descriptive statistical reports.

Reasoning Ability

• Ability to exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against sensory and/or judgmental criteria.

Other Qualifications

• Prior experience working with children, adults, families, and individuals with disabilities.
• Ability to operate equipment required to perform essential job functions, including: phone system; desktop computer; copy machine, and cash register.
• Proficiency in modern office practices and procedures and Microsoft Office.
• Ability to effectively meet and deal with the public.
• Ability to work effectively in cooperation with fellow employees as a member of the administrative staff team.
• Ability to work in and maintain an environment that deals with sensitive and confidential information.
• Ability to learn and manage the RecDesk Software
• Ability to manage program registrations, payments, deadlines in a timely manner

Performance Standards

• Actively support the WAFC's mission: The Whitewater Aquatic and Fitness Center is dedicated to providing our members with a clean, safe, inclusive, and accessible recreational fitness and aquatic center.
• Maintain patron confidentiality.
• Adhere to the City of Whitewater policies.
• Convey a courteous and professional attitude.

Supervision Received and/or Exercised

• Works under minimal supervision, however, performs recurring job duties independently. Some opportunity to vary work steps and in deciding appropriate procedures, guidelines and methods to apply exists. Supervised less closely during execution, but end results are still reviewed. Has prior related work experience, but is broadening knowledge base while gaining full understanding of associated policies and procedures. Prioritizes their own work, manages their time effectively and responds to some questions independently.
• No formal supervisory responsibilities.
• Overall supervision and direction are provided by the Whitewater Aquatic & Fitness Center (WAFC) Manager.