Guest Services Assistant As-Needed

Job Summary

Performs a wide variety of functions associated with guest service administration and operations within the Recreation and Arts Department, specifically the Sports Division or other venues, including basic clerical and accounting duties, public information distribution, daily facility operation, guest relations and staff support.

Representative Duties

Implements guest service standards and ensures the delivery of high level of customer service to guests in person, over the phone and by e-mail. Coordinates and monitors guest reservations and check-in process. Distributes parking permits. Manages access to entrance and keeps records of attendance. Processes registrations and collects fees. Readies and makes deposits to the Business and Revenue Operations Division. Maintains financial program records and files. Receives, records and resolves guest complaints. Assists guests in resolving disputes and discrepancies. Monitors the property and assists guests, provides interpretive information, and informs guests of rules and regulations. Provides staff support for recreational programs and activities at the Beach House. Assists with creating flyers and outreach materials. Updates day use activity schedules. Maintains recreational and cultural event mailing and email lists and assists with marketing and mass mailings. Reviews, sorts and distributes mail and responds to routine email and correspondence. May serve as back-up to the Guest Services Coordinator in his/her absence. Provides routine clerical support for supervisory and administrative staff. Performs other related duties, as assigned.

Requirements

Knowledge, Abilities and Skills: Knowledge of: Effective guest relations and conflict resolution techniques. Record keeping, accounting and cash handling techniques. Modern office procedures, practices and equipment. Business English, spelling, punctuation and grammar. Basic mathematics. Ability to: Provide effective customer service. Communicate effectively both orally and in writing. Follow written and oral instructions. Establish and maintain cooperative and effective working relationships with City employees and the general public. Respond to public inquiries, complaints and requests in a tactful and effective manner. Set-up and maintain office files for electronic and hard copy documents. Operate a variety of office equipment. Perform basic mathematical computations. Use independent judgment and initiative. Learn and use applicable software applications. Skill in: Working effectively with persons from diverse social, cultural and economic backgrounds. Reading, writing and communicating in English at an effective level. Working with personal computers and applicable software applications including the Microsoft Windows operating system, Microsoft Word and Excel, and Point of Sale (POS). Education, Training, and Experience: Graduation from high school or the equivalent. One year of recent, paid customer service or guest relations work experience which has included cash handling and working with various computer software applications.

Supplemental Information

HOW TO APPLY: Applicants must file a clear, concise, completed online City Application along with any required supplemental applications with the Human Resources Department by the filing deadline. SELECTION PROCESS: All applicants will be reviewed and only those candidates determined to be most qualified on the basis of experience, training and education, as submitted, will be invited to participate further in the selection process. The City of Santa Monica is a progressive, inclusive and culturally-rich community. As leaders in public service, we strive to be an employer of choice by attracting and retaining a highly-talented workforce where people of diverse races, religions, cultures and lifestyles thrive. Our goal is to create a welcoming and inclusive environment where our staff are empowered to perform at their highest level and where their differences make a positive impact. The City is an equal opportunity employer and strives to build balanced teams from all walks of life without regard to race, color, ethnicity, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, genetic information, veteran status, or any other status protected under federal, state and/or local law. We aim to create a workplace that celebrates and embraces the diversity of our employees. Join us! Special assistance with the application and examination process is available, upon request, for persons with disabilities. Call View phone number on click.appcast.io, TDD View phone number on click.appcast.io (Hearing Impaired Only). Please note the request for reasonable accommodations must be made to Human Resources at least three work days prior to the examination. BACKGROUND INVESTIGATIONS: Candidates who have successfully completed all prior phases of the selection process will be subject to a thorough background investigation.