Guest Services Lead
Mundelein Park & Recreation District, Mundelein, IL, United States
Guest Services Lead Job Posting
Position Type : Part‑Time
Hiring Wage Range : $18.48 – $23.10/DOQ
Full Wage Range : $18.48 – $27.21
Benefits
Complimentary Fitness membership
Barefoot Bay membership
Additional district discounts
Summary
The Guest Services Lead will act as the Mundelein Community Center ("MCC") "Manager on Duty" in the absence of supervisory staff and will assist the Guest Services Specialist with all aspects of guest services and ActiveNet operations. This position is responsible for providing excellent customer service, overseeing front desk transactions, monitoring the MCC facility, and responding to program needs. Hours may vary including days, nights, weekends, and holidays.
Qualifications
Must be 18 years or older
High school diploma
Excellent customer service skills
One year of customer service experience required
Knowledge and familiarity with computer software programs
Emphasis on a team‑based atmosphere
Energetic, enthusiastic, and motivated
Excellent problem‑solving abilities
Excellent verbal communication and leadership skills
Bi‑lingual a plus
CPR, First Aid and AED certification required; if not certified, must become certified
Duties And Responsibilities
Essential Functions
Greet all who enter the MCC front entrance in a positive friendly manner.
Perform front desk services and operations at MCC, providing excellent customer service and communication via interactions in person, online, and on the phone.
Establish and maintain a leadership presence among Guest Services Attendant and Fitness Attendant staff.
Monitor and respond to incoming messages directed to general district email account.
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, completing periodic building walk‑throughs, general awareness of, and responsiveness to, facility and program needs, and contacting appropriate personnel as appropriate.
Ensure all members/open gym participants are valid and accurate.
Process program participant registrations, fitness membership options, aquatic memberships and permits, cancellations, changes, and overrides, and other requests processed at the front desk, utilizing ActiveNet software.
Review failed payments, identifying and addressing overdue payments.
Process approved ActiveNet refunds and transfers as requested by the Guest Services Specialist.
Handle cash, check and credit card transactions, balance cash drawers, and run reconciliation reports daily and accurately.
Perform opening and closing checklist duties.
Run computer reports from ActiveNet software, as needed.
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 facility schedule. Document as directed.
Support front desk operations and organization, including the scheduling, daily duties, and tasks of the Guest Services Attendant position.
Update and stay current with Mundelein Park & Recreation District news and events.
Assist management team in employee training.
Maintain membership and registration records.
Adhere to all District policies and procedures.
Report all accidents and unsafe conditions to immediate supervisor, Recreation Facility Manager and/or Risk Manager immediately.
Perform other duties, as assigned.
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Position Type : Part‑Time
Hiring Wage Range : $18.48 – $23.10/DOQ
Full Wage Range : $18.48 – $27.21
Benefits
Complimentary Fitness membership
Barefoot Bay membership
Additional district discounts
Summary
The Guest Services Lead will act as the Mundelein Community Center ("MCC") "Manager on Duty" in the absence of supervisory staff and will assist the Guest Services Specialist with all aspects of guest services and ActiveNet operations. This position is responsible for providing excellent customer service, overseeing front desk transactions, monitoring the MCC facility, and responding to program needs. Hours may vary including days, nights, weekends, and holidays.
Qualifications
Must be 18 years or older
High school diploma
Excellent customer service skills
One year of customer service experience required
Knowledge and familiarity with computer software programs
Emphasis on a team‑based atmosphere
Energetic, enthusiastic, and motivated
Excellent problem‑solving abilities
Excellent verbal communication and leadership skills
Bi‑lingual a plus
CPR, First Aid and AED certification required; if not certified, must become certified
Duties And Responsibilities
Essential Functions
Greet all who enter the MCC front entrance in a positive friendly manner.
Perform front desk services and operations at MCC, providing excellent customer service and communication via interactions in person, online, and on the phone.
Establish and maintain a leadership presence among Guest Services Attendant and Fitness Attendant staff.
Monitor and respond to incoming messages directed to general district email account.
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, completing periodic building walk‑throughs, general awareness of, and responsiveness to, facility and program needs, and contacting appropriate personnel as appropriate.
Ensure all members/open gym participants are valid and accurate.
Process program participant registrations, fitness membership options, aquatic memberships and permits, cancellations, changes, and overrides, and other requests processed at the front desk, utilizing ActiveNet software.
Review failed payments, identifying and addressing overdue payments.
Process approved ActiveNet refunds and transfers as requested by the Guest Services Specialist.
Handle cash, check and credit card transactions, balance cash drawers, and run reconciliation reports daily and accurately.
Perform opening and closing checklist duties.
Run computer reports from ActiveNet software, as needed.
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 facility schedule. Document as directed.
Support front desk operations and organization, including the scheduling, daily duties, and tasks of the Guest Services Attendant position.
Update and stay current with Mundelein Park & Recreation District news and events.
Assist management team in employee training.
Maintain membership and registration records.
Adhere to all District policies and procedures.
Report all accidents and unsafe conditions to immediate supervisor, Recreation Facility Manager and/or Risk Manager immediately.
Perform other duties, as assigned.
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