Description

Guest Services Coordinator 

Reports to: Recreation Supervisor 

Fair Labor Standards Act: Exempt 

General Purpose: 

Under the direction of the Recreation Supervisor, the Guest Services Coordinator oversees guest services, daily operations, and the implementation of department policies and procedures at both the Hyland Hills Sports Center and the Fitness Center. This role includes supervising part-time hourly staff, managing customer relations, and coordinating rentals and activities for each facility and park pavilions. 

Essential Duties & Responsibilities: 

1. Responsible for assisting guests at the Hyland Hills Sports Center and Fitness Center for various needs including registering for activities, resident discount cards and various clerical functions.
2. Conduct point of sale transactions and facility reservations. 
3. Maintains proper opening and closing procedures and fills in to open and close facilities. Due to the dynamic nature of front desk operations, the Guest Service Coordinator will spend a significant portion of their time at the front desk. 
4. In collaboration with the Recreation Supervisor, this position is responsible for hiring, training, supervising, and evaluating the performance of Guest Services and Kid Zone staff at Hyland Hills Sports Center and Hyland Hills Fitness Center. 
5. Schedule and train staff to provide exceptional customer service across all recreational facilities. Responsible for final coverage duties at the Front Desk and is expected to coordinate fill-ins for regular and unplanned staff shortages. 
6. Create ongoing training programs to enhance employee skills in customer service, conflict resolution, and operational procedures. Hold staff accountable for guest service standards and work policies. Plan and facilitate guest service staff meetings.  
7. Serve as a point of contact for RecTrac training for part-time and full-time staff. 
8. Create a safe environment for staff and patrons. 
9. Audit cash receipts, monitor transactions, and address any irregularities in financial records. Evaluate and update cash-handling procedures as needed. 
10. Process refunds, manage credits, and implement scholarship programs. Track and collect open balances for activities, rentals and passes. 
11. Manage insurance reimbursement program, ensuring timely and accurate submissions. 
12. Oversee installment billing for passes, maintaining accurate records and resolving billing issues as needed. 
13. Facilitate facility rentals, including spaces at Baker, Carl Park, pavilions, and room rentals at the Hyland Hills Fitness Center and Hyland Hills Sports Center. 
14. Facilitate the special event reservation permitting process in collaboration with the Recreation team. 
15. Respond promptly to emergency situations, including incidents or accidents within facilities. Complete necessary reports as needed. 
16. Ensure cleanliness throughout the facility and submit facility work orders  
17. Actively support, model and encourage Recreation Team values of Culture, Collaboration and Community Impact while upholding the District’s values of Community, Integrity, Excellence, Service, Safety and Teamwork. 

Other Duties & Responsibilities: 

1. Performs all functions in a customer service-oriented manner. 
2. Works periodically on special projects assigned by the Recreation General Manager. 
3. Attend training sessions, workshops, staff meetings, and conferences, as necessary. 
4. Flexibility in scheduling is required, including evenings, weekends, and holidays. This position will be scheduled to manage the front desk Tuesday-Saturday and will generally work mid-morning to early-evening. The schedule is subject to change based on business needs.  
5. Other duties as assigned. 

Knowledge, Skills, & Abilities: 

1. Establish and maintain effective working relationships with other employees and the public. 
2. Develop work methods and procedures with initiative and judgment using resourcefulness and tact in meeting new problems. 
3. Deliver exceptional customer service. 
4. Computer software – ability to advanced knowledge of Rec Trac software and train other staff. 
5. Detailed oriented - accurately input data on computer systems with zero to minimum errors. 
6. Teamwork – establish positive working relationships 
7. Time management and prioritization - complete work with frequent interruptions and ongoing activities in work area. 
8. Ability to communicate effectively in oral and written form. Bilingual English/Spanish skills are a plus and may be helpful when interacting with diverse communities, but are not required. 

Working Environment/Physical Abilities: 

1. Work is performed at the reception area within the facility. 
2. Working environment encompasses a wide range of duties within a busy work environment with constant traffic, conversations and interruptions. 
3. Must be able to perform a varied work schedule; evenings, holidays and weekend shifts are required. Must provide availability during peak seasons which include the winter holiday season, spring break and summer. 
4. Ability to accept registrations over a counter. 
5. Ability to move 30 pounds, i.e., boxes of paper to fill the printer. 
6. Hand and eye coordination for operation of office equipment. 
7. Vision to read and interpret written documents. 
8. Speech communication and hearing to maintain communication with employees and guests. 

Education/Experience: 

1. A bachelor’s degree from an accredited college, with major course work in Recreation, Leisure Services, Public Administration, Business Administration or in another closely related field plus 2 years of experience in customer service and front desk operations is required.
2. Possess and maintain a Colorado Driver’s License with a satisfactory driving record.
3. Must possess the following certifications or obtain within 60 days of hire: CPR, standard first aid, and AED. 

This job description may be amended from time to time and is established by Hyland Hills Park & Recreation District. The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to outline the basic requirements, duties, and general responsibilities of the position.  This position is "at will", which means the District may terminate the employment relationship at any time and for any or no reason, subject only to the requirements of Federal and State law.  Similarly, the employee may terminate the employment relationship without notice at any time for any or no reason. In addition, all finalists selected for employment with Hyland Hills Parks & Recreation District must undergo a thorough criminal background check.