Guest Services Representative - Ice Haus

Job Title

Guest Services Representative

Job Description

Full Salary Ranges: $15.16 - $21.75 Hourly

Anticipated Hiring Ranges: $15.16 - $18.46 Hourly

The City of Greeley in compliance with Colorado state law, includes a salary range for all positions posted. This law is intended to improve wage transparency. The City of Greeley, in support of wage transparency, posts both the full salary range for each position (what you might anticipate your earnings could be if you work for the City of Greeley for some time), as well as the anticipated hiring range (the range within which the City anticipates making an offer). The actual offer extended will be based on your years of relevant experience, education, certifications and potentially other factors.

The City of Greeley is committed to providing a comprehensive total rewards program that supports employees in their work by encouraging excellence and investing in employee development and recognition. This philosophy is grounded in fiscal responsibility, organizational effectiveness, and employee safety and well-being, ensuring the responsible stewardship of public resources while offering meaningful and comparable rewards. This approach ensures that the city remains an attractive, inclusive, and rewarding work environment, while also effectively serving the community.

This position is benefits eligible. Please view our benefits guide here.

Job Summary: Guest Services Representatives are an integral part of the Recreation Division with the City of Greeley and are responsible for providing quality customer service to patrons of the Greeley Recreation facilities. This position assists with daily facility operations. Customer Service Representatives provide information to patrons regarding Recreation facilities, programs, services, and events. These positions must also process class and activity registrations, sell facility memberships, schedule facility rentals and work concessions. The position will work at Greeley Ice Haus.

Experience, Knowledge, Skills

Minimum Requirements:

• High school diploma or equivalent (GED).
• Current certification in CPR, First Aid, and AED or ability to obtain within 3 months of hire.

OR

• Any combination of related education, experience, certifications and licenses that will result in a candidate successfully performing the essential functions of the job,

AND

• Possession of a valid driver's license.

Preferred

• One (1) year of customer service, front desk, or clerical experience preferred.
• Experience and knowledge of computer operations and use of software packages including Microsoft Office applications desired.
• Spanish/English bilingual skills desired.

Knowledge, Skills, and Abilities

• Knowledge of the business and organizational structure of Colorado municipalities.
• Collaboration skills, including the ability to work with others from different areas and backgrounds to reach a common goal.
• Computer skills, including the ability to utilize Microsoft Office programs (i.e. Word, Excel, PowerPoint, Outlook, etc.) and learn and experiment with new software and systems.
• Interpersonal skills, including the ability to facilitate interaction, communication, and teamwork between others.
• Oral, written, and listening communication skills, including the ability to accurately interpret what others are saying and convey messages, information, concepts, and details accurately and clearly.
• Organizational skills, including the ability to set and meet goals and deadlines, manage appointments, create schedules, coordinate and facilitate meetings, and make decisions.
• Ability to work under pressure, manage multiple concurrent and competing tasks and responsibilities, and adapt to changing priorities while maintaining personal effectiveness.
• Ability to prioritize work, meet deadlines, and stay on task when completing special projects and daily assignments.
• Ability to work independently with minimal supervision and reliable professional judgment, as well as collaboratively with a team to achieve desired results.
• Ability to maintain a strong work ethic, positive problem-solving attitude, and enthusiasm for the work performed.
• Ability to self-start and take initiative in completing daily tasks and special projects.
• Ability to focus on activities that have the greatest impact on meeting work commitments.
• Ability to establish and maintain partnerships with a variety of internal and external constituencies.
• Ability to communicate and work effectively with individuals from diverse backgrounds, cultures, and ages.
• Knowledge of customer service principles and best practices, including customer needs assessments, meeting quality service standards, and evaluating customer satisfaction
• Knowledge of incident response and handling methodologies.
• Customer service skills, including the ability to actively listen, address customer needs, defuse tense situations, and maintain an open, flexible, and friendly demeanor.

Travel

• Category A-Standard Local Travel: This position requires occasional local travel within the County. Employees may be expected to walk or drive short distances to attend meetings, trainings, or perform work at other city buildings or partner sites.

Essential Functions

Customer Service-

• Greets all patrons in a timely manner and inquire where and what they are doing in the facility to ensure safety.
• Delivers prompt and professional solutions to both external and internal customer inquiries through face-to-face, phone, and email interactions. Inquiries will focus on the services, programs, and activities offered by the facility, as well as the entire Culture, Parks and Recreation Department.
• Answers and transfers a high volume of telephone calls.
• Provides courteous service to patrons requiring program registrations, facility bookings reservations, and daily use of the facility.
• Provides comprehensive tours of the facility to those who inquire.
• Provides quality customer service through the development of relationships with participants, community members, and various organizations.
• Participates in regular team meetings to ensure consistency is maintained throughout recreation facilities.
• Properly handles and prepares food according to safe serve guidelines.
• Assists in restocking supplies and proper sanitation procedures.

Technology and Risk Management-

• Learns and uses recreation management software, RecTrac, for entry desk operations including membership sales, program registration, facility rentals, and point of sale services.
• Learns and uses Connect to Concepts for operations documentation.
• Assists with ensuring marketing materials, website, and social media sites are updated with accurate information.
• Follows and assists in the enforcement of risk management and emergency response training.

Memberships and Operations-

• Processes and assists with promoting membership sales at the Ice Haus.
• Aides' patrons in registrations for activities, programs, and events.
• Maintains and updates family and organization accounts.
• Performs other duties as assigned.

Supervisory Responsibilities

• N/A

Work Environment and Physical Requirements

Work Environment:

• Frequent and heavy contact with the public and City employees in person and by telephone.
• Frequent interruptions.
• Flexibility to work early mornings, weekdays, nights, weekends, evenings, and holidays.
• Work is performed in an open office environment with heavy noise levels, at times.

Physical Requirements:

• Vision to perform physical activities, read computer keyboards, reference books, and other written documents.
• Strength and stamina enough to walk, stand, stretch, bend, lift or carry up to 45 lbs.
• Manual dexterity enough to complete daily work such as operate computer keyboards, drive and operate motor vehicles, and operate other office equipment, and complete paperwork.

EOE Statement

The City of Greeley provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.