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Guest Service Supervisor

Employer
Jamestown Parks and Recreation
Location
Jamestown, ND
Salary
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Under the general supervision of the TRAC Facility Manager the Guest Services Supervisor will provide the overall supervision and management of Member Services
and Front Desk operations at TRAC.

Essential Duties and Responsibilities:
• Assures that self and staff maintain positive relationships with guests in order to recruit
and retain members.
• Serves as the direct contact person for all questions and concerns for TRAC guests
ensuring satisfaction for the majority. Serves as a backup to the staff at front desk.
• Provides feedback and is the liaison between guests of TRAC and appropriate program
managers to ensure that guest needs are met through services and programs.
• Partners with the Facility Maintenance Supervisor to ensure a safe, efficient, attractive,
and well-maintained facility including following emergency policies and procedures.
• Accountable for the recruitment, selection, development, training, and scheduling of the
guest services staff and for ensuring that the employees work as a team in achieving the
department and organizations goals. Holds regular and effective staff meetings.
• Responsible for the implementation of member recruitment and retention strategies.
• Manages facility reservations and rentals.
• Has expertise in the member relations database and software programs as it pertains to
front desk and membership services. Serves as a trainer and mentor to others using
this software.
• Validates daily transactions for accuracy.
• Performs monthly billing and member management tasks; ie, automatic withdrawal,
membership reports and audit, submission to third party reimbursements
• Manages TRAC Membership Assistance scholarship program.
• Works with business office to assure accurate billing and refund policies.
• Participates in the development of the annual business plan and oversees the financial
targets for the Guest Services Department.
• Maintains and implements Jamestown Parks and Recreation and TRAC policies and
procedures and assures they are followed by staff and members.
• Assists with policy and procedure drafting and review.
• Supports TRAC Phase II Capital Campaign by processing documentation.
• Maintains department inventory.
• Submits billing requests accurately and timely; assures budget is maintained.
• Serves as the liaison to TRAC management team and other departments and staff within the district.

Qualifications:
Education
• Preferred bachelor's degree or related field or equivalent work experience.
Experience
• Minimum of 2 years Customer Service experience required.
• Experience with accounting/billing software preferred.
• Supervisory experience preferred.

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