Guest Services Team Member

4 weeks ago

Little Falls, New Jersey, United States The Sports Facilities Companies Full time
Job Summary:

The Guest Services Team Member is the first point of contact for all guests at the Montclair State University Ice Arena. This role requires excellent customer service skills, knowledge of the facility's programs and offerings, and the ability to work in a fast-paced environment.

Key Responsibilities:
  • Greet guests and provide information and wayfinding as needed
  • Provide courteous and friendly service to all guests
  • Register guests and process payments for leagues, camps, clinics, drop-in, etc.
  • Be knowledgeable about facility programs (format, pricing, meeting dates/times)
  • Operate multi-line phones
  • Record waivers and event information
  • Record event scores (tournaments/leagues) and print game sheets on a daily basis
  • Maintain confidentiality and discretion with guest and Team Member information
  • Professionally resolve guest concerns and complaints and/or direct to appropriate Manager
  • Know and enforce the venue policies and procedures
  • Complete special projects, daily assignments, and other duties as assigned

Requirements:
  • Must be at least 18 years of age
  • Possess a valid Driver's License
  • Ability to drive a multi-passenger golf cart
  • Flexible work schedule (e.g., nights, weekends, holidays and long hours) and regular attendance necessary
  • Excellent communication skills, both verbal and written
  • Ability to maintain focus in a high-volume, fast-paced environment
  • Must have excellent guest service skills
  • Must be detail-oriented and have outstanding organizational skills
  • Ability to multi-task, prioritize, and remain calm and focused in difficult and stressful situations
  • Must be respectful and friendly to our athletes, guests, visitors, spectators, leaders and fellow Team Members
  • Must work well with others
  • Must take personal initiative for the betterment of the team and venue
  • Commitment to the safety and well-being of others
  • Customer service and cash handling experience preferred

Working Conditions and Physical Demands:
  • Must be able to lift 20 pounds waist high
  • May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bend
  • Will be required to operate a computer
  • Facility has intermittent noise

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