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Guest Services Representative

3 months ago

Oak Park, United States OAK PARK PARK DISTRICT Full time
Job Details

Job Location
Multiple Locations - Oak Park, IL

Salary Range
$16.00 - $16.00 Hourly

Job Category
Non-Union

Description

Job Purpose:

The Part-Time Guest Services Representative is responsible for providing reception and registration services to patrons of the Park District of Oak Park.

This position is an integral component to the Park District of Oak Park. The Guest Services Representative will work at various locations depending on season and scheduling needs including Ridgeland Common Recreation Complex, the Gymnastics Recreation Center, the Community Recreation Center, and Rehm Pool.

Essential Functions:

Handles guest point of contact duties including guest services, registration and membership processing, public relations, and facility guidance.

Guest Services Functions:
  • Demonstrates positive public relations techniques while recognizing, welcoming, and assisting Park District patrons and via email, over the phone, or in person.
  • Accepts, verifies, and processes program registrations and any required support documentation; includes entering, balancing, and printing out daily batch reports.
  • Responsible for accepting, verifying, and processing membership applications; includes entering, taking pictures for photo IDs, and following all cash handling procedures for account payments.
  • Assists guests with registration inquiries, including suggesting programs and services that are appropriate for the registrant's age, ability, interests, and availability.
  • Aid in troubleshooting technical issues as it pertains to registration that a patron may be experiencing.
  • Follows and promotes PDOP Guest Services Standards.
  • Acts resourcefully and proactively to gather programming and facility information from sources, including the program brochure, website, newsletters, and from staff in order to provide the public with the most up-to-date information.
  • Processes refunds and programs transfers as requested or necessary.
  • Seeks guest and community input, suggestions, and complaints regarding program registration, guest services and office operations, and sees that the proper personnel are notified to resolve and address these comments.
  • Maintains complete understanding of internet registration system and procedures.
  • Completes various cleaning assignments to assist with the upkeep of the facility.
  • Provides support to recreation programming staff by printing class rosters, attendance sheets for instructors, making phone calls, sending emails or making contact when special circumstances occur.
  • Works as a cashier in the Skate Shop and at the Check-In Table at Ridgeland Common.
  • Works as a cashier in Rehm and Ridgeland Pools to check in and out pool guests.
Additional Functions:
  • Assists supervisors and managers with day-to-day computer software system relating to registration, but not limited to program master maintenance, reports, over/under payment communications, program confirmation communications, web registration support, household maintenance, and facility permit/reservation processing and refunds.
  • Keeps supervisors and managers informed of issues and activities related to program registration to ensure effective district operations and quality guest experiences.
  • Maintains program flyer display racks in lobbies and on bulletin boards.
  • Attending necessary staff meetings and training courses as assigned.
  • Performs other projects as assigned by full time Special Facilities, Recreation, Business, or administrative staff.
Knowledge skills and work experience required:
  • High School Diploma or equivalent. Additional college or trade education preferred.
  • Minimum of one year of customer service experience, preferably in a municipal government agency or in a recreational setting.
  • Intellectual and conceptual ability to create productive, sensible, and customer friendly processes and systems to serve the public.
  • Certification in advanced Cardiopulmonary Resuscitation (CPR), First Aid and Automated External Defibrillator (AED) within 1 month of employment and keep certification current. The district provides this training.
  • Initiative to continue to learn how to use new and updated computer software programs.
  • Must be willing and able to work varied and long shifts including holidays, weekends and in support of events as needed.
Work Environment, Physical Demands and Considerations:
  • Manual dexterity sufficient to type on a keyboard and handle equipment.
  • Must be able to work in a variety of physical positions, including sitting, bending, reaching, standing, walking, and lifting and carrying 35 lbs.
  • Other requirements may include talking, hearing, and seeing to perform the necessary duties: Operate office equipment including but not limited to computers, printers, copiers, and telephones.
  • Normal office conditions for the majority of work may include occasional light and temperature variations.
  • May be exposed to occasional inclement weather as position may require outdoor work.
  • May include relocating to other registration offices when requested or needed.
  • Ability to understand and carry out verbal and/or written instructions efficiently and effectively.
  • Ability to communicate instructions, ideas, and recommendations in a clear and concise verbal and written manner.
  • Ability to handle questions, complaints, and concerns from the public or staff in a friendly, courteous, and professional manner. Troubleshoot complications when situations arise.
  • Ability to use independent judgment, initiative, and respond to unexpected or unplanned events or demands, and complete tasks without immediate supervision.


Hours/Schedule: We are looking to hire two employees:

Average number of hours per week: 16-19 hours for employee 1.

Average number of hours per week: 26-29 hours for employee 2.

Hours will vary, Monday Friday, 5:00 a.m. 10:00 a.m., 10:00 a.m. -3:00 p.m., 3:00 p.m. 7:00 p.m., 7:00 p.m. -10:00 p.m., Sunday Saturday.

Customers:

Internal: Park District employees

External: Patrons of Park District of Oak Park; residents of Oak Park

This job description is not designed to cover or contain a comprehensive listing of activities, duties, functions or responsibilities that are required of the employee for this job. Duties, functions, activities or responsibilities may change at any time with or without notice.

The Park District is an Equal Opportunity Employer