Description

POSITION SUMMARY
This position is responsible for all operations, policies and procedures for the Estes Valley Community Center (EVCC) front desk. Position supervises guest services staff and will assist in the management of the facility, including creating a welcoming environment, operating the facility’s registration software, and providing professional customer relations. The incumbent will provide leadership to the staff to insure consistent, superior service procedures to maximize member enrollment and sales, program participation and satisfaction.  The schedule will vary based on business needs and can include night and weekends.

 ESSENTIAL DUTIES AND RESPONSIBILITIES
        Responsible for the EVCC facility daily operations.

• Supervise front desk and Cubs Den staff for the EVCC facility, including assisting with hiring, training, scheduling and developing staff.
• In addition to supervising staff, this position will work regular hours at the front desk and Cubs Den shifts as needed.  This includes being a back-up for breaks, lunches, sick days and vacation days as needed.      
• Responsible for facility merchandise program which includes purchase ordering, inventory and merchandise displays.
• Responsible for developing promotions and assisting the Operations Manager with budgeting.
• Establish and maintain office management systems, processes, forms, and standard operating procedures; monitor and evaluate administrative support processes and policies to ensure conformance with department policies and expectations. Create and maintain front desk training manuals.
  Support facility scheduling for community center programing and rentals.
• Assist with class registrations, sell and administer guest passes and merchandise, track and reconcile fees.
  Monitor cash handling procedures and ensure compliance, complete cash reports and daily sales reports, and prepare bank deposits 
• Prepare purchase orders and invoice requests, and process refunds/transfers/credits as approved by supervisor
  Responsible for on-site communications to patrons about District events, and provide a variety of general information to the public regarding EVCC and parks and recreation operations and programs
• Interact with internal and external customers on a daily basis; includes responding to customer inquiries, as well as proactive, courteous and friendly interactions with customers in support of patron loyalty and retention initiatives
  Observe necessary precautions to assure general public safety; inspect facilities for safety and maintenance needs providing reports to facilities management as needed
• Review guest and member satisfaction surveys and help to identify trends.  
• Attend and participate in professional meetings, and stay abreast of new developments in the field, new methods and techniques and current issues through continued professional growth
• Recognize and report unsafe acts, conditions, accidents and injuries
• Comply with all EVRPD, Local, State, and Federal ordinances and policies.
• Perform other duties as deemed necessary or assigned.

 KNOWLEDGE, SKILLS, and ABILITIES 

Excellent communication skills, and ability to multi-task in a busy office setting, and manage several projects and demands in a timely fashion

Principles of supervision, training and performance evaluation, and ability to plan, organize, prioritize, coordinate, assign and evaluate the work of subordinates

Supervise and mentor support staff in a productive and positive manner, and ability to support other facility and program staff

Concentrate and accomplish tasks despite interruptions, perform a variety of tasks simultaneously or in rapid succession, and perform job responsibilities in a timely manner in order to meet scheduled deadlines 

Work independently in the absence of supervision, follow oral and written instructions, and communicate clearly and concisely, both orally and in writing

Operate a computer, calculator, fax, and copier; strong knowledge of Word, Excel, and Outlook

Maintain positive communications and effective working relationships with District employees, vendors, contractors, community organizations, and the general public

Understanding of outstanding customer service competencies and the ability to lead others in providing excellent service through training, mentoring and, most importantly, through example

Office administration functions including customer service, accounting, records management, billing, filing, reception, secretarial support, and other related administrative processes

District and department rules, regulations, policies, procedures, and standard operation procedures

Maintain sensitive and confidential information

Organize material and present information clearly and concisely in verbal and written form

Effectively respond to conflict situations and people in conflict

Requirements

EDUCATION AND EXPERIENCE 

        Required:

-       High school diploma or GED

-       Minimum of four (4) years of general clerical experience, customer service or business- related role

-       At least two (2) years of experience in a supervisory role

         Preferred:

-       Bachelor’s Degree in Business, Recreation Management or related field

-       Three (3) years or more experience in a supervisory role

-       Bilingual in English/Spanish

 LICENSES AND CERTIFICATIONS

        Current CPR, First Aid, and AED certification or the ability to obtain within six (6) months of hire 

 WORK ENVIRONMENT

        Majority of work is in a busy reception area setting, with moderate noise and frequent interruptions

        Position deals with customers on a regular basis

        Occasionally exposed to outside weather conditions and wet and/or humid aquatic area conditions

 PHYSICAL REQUIREMENTS

• Work regularly requires sitting, speaking, hearing, and using hands to handle or feel; requires standing, walking, and reaching with hands and arms, and the ability to bend, stoop, stretch, reach, carry, grasp and turn objects; and occasionally lifting and/or moving up to 25 pounds
• Regularly required to use dexterity of hands and fingers to finger, handle, grasp and feel 
• Required to talk, hear, smell, maintain physical balance and physical control 
• Vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, ability to adjust focus, and observe general surroundings and activities

PRE-EMPLOYMENT REQUIREMENTS 

This position is subject to EVRPD’s pre-employment screening requirements including, but not limited to:

        Criminal, National Sex Offender and Motor Vehicle background checks