Guest Services Representative

Guest Services Representative

The Guest Services Representative helps create lifelong memories and a healthier community for all to enjoy in Chaska with an emphasis on providing exceptional customer service. This position serves a customer-facing role within the department's recreation facilities, including the Chaska Community Center (CCC) and Curling and Event Center (CEC). This position requires the ability to work flexible hours, including mornings, afternoons, evenings, weekends, and/or holidays.

Responsibilities

1. Customer Service

• Provides exceptional customer service by being knowledgeable of Parks and Recreation offerings and responding to inquiries with a welcoming, respectful, and positive tone.
• Welcomes members and guests to the facility with a friendly smile and assists with checking them into the facility and/or steering them to the location of their activity or event.
• Addresses inquiries, resolves customer concerns, and communicates program and facility information to ensure a positive customer experience. Serves as customer-facing staff for service desk operations at the CCC and/or CEC. Remains actively visible and ready to help during operating hours.
• Registers patrons for memberships, program activities, leagues, admissions, and facility rentals utilizing recreation management software.
• Stays informed and enforces policies, procedures, and operations and recommends changes that can increase efficiency and enhance the overall experience for both staff and customers.
• Communicates necessary updates and information to co-workers and supervisors.
• Conducts facility tours and provides information to customers.
• Collaborates with the Parks and Recreation team to ensure an integrated experience for customers visiting the Chaska Community Center and Chaska Curling and Event Center.

2. Facilities and Operations

• Assists with the set-up and tear-down of tables, chairs, and AV equipment in rooms and/or event spaces.
• Performs light cleaning and maintenance as needed to ensure facilities are usable, clean, and safe. Restocks supplies as needed.
• Completes incident and accident reports and assists with emergency procedures.

3. Finance and Budgeting

• Handles cash, check, and/or credit card transactions in accordance with the City's accounting procedures.

4. Miscellaneous

• Contributes ideas and collaborates with staff across the Parks and Recreation department to create a positive and energetic work environment.
• Strives for excellence by participating in staff meetings and trainings.
• Performs other duties as requested or assigned.

Qualifications

Education, Experience, Licenses, Certifications

• Minimum of 15 years of age or older
• Previous customer service experience is preferred

Other Required Knowledge, Skills, and Abilities

• Excellent organizational skills with high attention to detail
• Possess strong written and verbal communication skills, with the ability to engage effectively with individuals from diverse cultural, economic, and ethnic backgrounds.
• Ability to work independently and to prioritize work tasks
• Ability to multi-task and remain calm in difficult situations.
• Ability to demonstrate a strong willingness to learn.
• Ability to engage and provide care to patrons of all ages.
• Ability to engage in active listening and seek clarification
• Dedicated to patron safety and mission of the City of Chaska.
• Represent the City of Chaska in a professional and positive manner at all times.

Equipment, Mental & Physical Demands

EQUIPMENT USED

• Computer
• Two-way radio
• Office equipment (telephone, copier, scanner, calculator, etc.)
• Audio Visual Equipment
• Cleaning and other maintenance equipment
• Recreation and exercise equipment

MENTAL & PHYSICAL DEMANDS/WORKING CONDITIONS Mental Effort

• Attention to safety standards, procedures, and practices
• Attentiveness and responsiveness to all customers
• Multi-tasking with interruptions
• Communicate with the public (in-person, phone, email)
• Listen to and respond to inquiries via telephone callers or in-person at the service desk

Physical Requirements

• Bending, sitting, stooping, squatting, walking
• Occasionally lift and/or carry up to 25 lbs.
• Assisting with set-ups of tables, chairs, and other equipment

Working Conditions

• Occasional outdoor work leading to exposure to all weather conditions
• Exposure to conditions that include loud noise and physical activity
• Exposure to environmentally safe cleaning chemicals