Guest Services Specialist

Position Type : Full Time Non-Exempt

Hiring Wage Range: $47,511.14 - $59,388.93 - Annually/ DOQ

Full Wage Range : $47,511.14 - $71,266.71 - Annually/ DOQ

Benefits : IMRF Pension, 457 Retirement Plan, Paid Vacation, Sick, Personal, and Holiday Days, Low Premium Medical, Dental and Vision Coverage, Flexible Spending Accounts ( Health and Dependent Care), Group Life Insurance, Employee Assistance Plan, Employee Wellness Program and Incentives, Complimentary Fitness Membership and Aquatic Passes, Complimentary and Discounted Recreation Programs and Group Lessons, One Complimentary round of golf per month at Steeple Chase Golf Club, Discounted Onsite Child Day Care, Before/After School Care, Preschool and Summer Day Camp, and Tuition Reimbursement Program.

Apply online at

Join the Mundelein ParkRecreation District as our Guest Services Specialist and play a vital role in shaping front desk operations at the Mundelein Community Center. This full-time position is perfect for an energetic, customer-focused individual who excels at multitasking and leadership. Be part of a supportive team and help create exceptional guest experiences!

Summary

The Guest Services Specialist is responsible for the coordination of the administrative processes of the Mundelein Community Center (MCC) front desk, including, but not limited to, internal and external communication, program registration, memberships, park and shelter permits, financial transactions, district-wide information, and general guest service. The Guest Services Specialist will assist the Superintendent of Recreation Facilities and Recreation Facility Manager with all aspects of guest service and district registration software operations, including facilitation of the district registration software-related operations connected to the creation of the seasonal district brochure. Supervision of the Guest Services Attendant, Guest Services Lead, and Fitness Attendant positions.

Qualifications

Must be 18 years or older. High school degree. Excellent customer service skills. Two years of guest service experience is required, ideally in a recreation facility or community center, along with prior supervisory experience being a plus. Knowledge and familiarity with computer software programs. Emphasis on a positive attitude and team-based atmosphere. Energetic, enthusiastic, and motivated. Excellent problem-solving abilities to address guest and staff issues and facility needs. Excellent verbal and written communication, leadership, and multitasking skills.

Bilingual a plus. CPR, First Aid, and AED Certification required, and if not certified, must become certified. Flexible availability – including mornings, evenings, and weekends – is essential for this role.

Duties and Responsibilities

Essential Functions

• Create, model, and uphold guest service standards to foster a positive community experience for all visitors and members.
• Train all Guest Service and Fitness Attendant staff on established guest service standards and enforce adherence to standards.
• Greet all who enter the MCC front entrance in a positive, friendly manner.
• Lead the guest service operations and organization including the scheduling, daily duties, and tasks of the Guest Services Lead, Guest Services Attendant, and Fitness Attendant positions.
• Perform front desk services and operations at MCC, providing excellent guest service and communication via interactions in person, online, and on the phone.
• Establish and maintain a leadership presence with all facility staff.
• Responsible for the hiring, training, scheduling, supervising, and evaluation of Guest Services and Fitness Attendant staff.
• Perform "Manager on Duty" responsibilities at MCC; including but not limited to resolving guest concerns, handling incident and program issues as they occur, processing incident and accident reports, as necessary, complete periodic building walk-throughs, general awareness of, and responsiveness to, facility and program needs, and contacting personnel as appropriate.
• Create and manage an efficient workflow for MCC front desk staff.
• Serve as a resource for all Guest Services and Fitness Attendant staff, ensuring Park District values, policies, and procedures are embraced by the team.
• Perform advanced district registration software processes as requested or assigned.
• Process program participant registrations, fitness membership options, aquatic memberships and permits, cancellations, changes, and overrides, and other requests processed at the front desk, utilizing district registration software.
• Review failed payments, identifying and addressing overdue payments regularly.
• Process approved refunds and transfers, as approved by the Recreation Facility Manager.
• Manage cash, check and credit card transactions, balance cash drawers accurately, and run reconciliation reports daily.
• Coordinate all cancellations/changes/refund requests.
• Troubleshoot issues involving sales of fitness center membership options, registration options, payment options, and other front desk related activities.
• Process all shelter rental paperwork, coordinating with Director of ParkFacility Maintenance for approval.
• Oversee fitness membership failed payments and declined scheduled payments, ECP, or debit/credit card charges.
• Collaborate with Marketing and Recreation staff to review seasonal brochures, and other communications, for accuracy.
• Review brochure content from Program Supervisors for accuracy. Input content to district registration software.
• Create new programs, memberships, and operations in district registration software.
• Secure building, doors, and safe, as needed, with alarm activation/deactivation or code.
• Verify indoor swimming pool water is tested for pH, chlorine levels, and temperature according to the facility schedule. Document as directed.
• Oversee MCC front desk operations and organization, including the scheduling, daily duties, and tasks of the Guest Services Lead and Attendant positions.
• Maintain membership and registration records in compliance with district and state policies and requirements.
• Responsible for all Guest Services archival processing.
• Create Guest Services procedures, as needed.
• Organize and run Guest Services staff meetings consistent with district professional development priorities.
• Respond to incoming MPRD general emails via [email protected], forwarding as needed.
• Provide exceptional customer service when helping all guests.
• Assume a leadership role in conflict resolution if the situation arises.
• Update and stay current with District programs, events, rentals, and news.
• Adhere to all District policies and procedures.
• Report all accidents and unsafe conditions to the Recreation Facility Manager, AquaticsFitness Manager, and/or Risk Manager immediately.
• Maintain flexibility to work a variety of hours, including nights, days, weekends, and holidays, depending on district events and MCC front desk staffing needs.
• Assume coverage of off-hour shifts as needed to facilitate the successful operation of the front desk and cover unplanned instances, as well as promote communication among staff.
• Perform other related duties as assigned.