Description

Under the direction of the Coordinator of Visitor & Business Services, the Guest Services Supervisor provides exceptional service to renters of Ottawa County’s indoor reservation facilities and event venues. This position serves as the primary point of contact for customers and approved event vendors, oversees a team of Reservation Specialists, and works directly in the field to support day-to-day rental operations. This is a working supervisor role that requires hands-on involvement with staff, customers, and vendors.

This is a part-time, limited-benefit position working out of the Fillmore Complex located at 12220 Fillmore Street, West Olive, MI.

Typical schedule: Thursday–Monday, with an average of 28 hours/week year-round. Regular evenings, weekends, and holidays required.

This is an excellent position for experienced event/park professional looking to transition to part-time, or for emerging event/park professionals looking to develop their skills further.

Essential Job Functions

The essential functions of this position include, but are not limited to, the following: 

• Supervises, schedules, trains, and works alongside Reservation Specialists who serve as the main point of contact for renters.
• Directly participates in day-to-day operations, working alongside staff to coordinate facility preparation, customer communication, rental monitoring, and facility close-outs.
• Ensures the staff understands who is renting each facility, the needs of each group, and the standards of customer service expected.
• Acts as the primary representative for potential and existing renters, providing tours, answering questions, clarifying rules and regulations, and guiding customers through the reservation process.
• Makes reservations, processes payments, and helps customers determine the best facility and setup based on their needs and budget.
• Coordinates and participates in the setup, inspection, ongoing monitoring, and cleanup of rental facilities to ensure they meet customer expectations and County standards.
• Attends—or assigns staff to attend—to renter needs before, during, and after reservations, ensuring prompt, professional customer service at all stages.
• Serves as the primary point of contact for approved event vendors working in County reservation facilities, including bartenders, tent providers, rental companies, inflatable companies, and similar service providers.
• Coordinates onsite vendor access, meets vendors as needed, and ensures all vendor activities comply with departmental policies and site regulations.
• Maintains and updates the list of approved vendors, communicates expectations to contractors, and ensures they follow all applicable County requirements while operating on park property.
• Works collaboratively with other park divisions and county departments to support their use of park event venues and indoor facilities.
• Conducts regular facility inspections for cleanliness, functionality, and readiness; reports and follows up on maintenance or operational issues.
• Works with Parks Communications staff to keep printed materials, web content, and social media messaging accurate and up-to-date. Represents the department at events promoting park facilities.
• Identifies and recommends improvements to customer service, operational efficiency, and revenue generation.
• Performs other functions as assigned.

Requirements

Required Education, Training, and Experience
High school diploma or GED. One year experience in a hospitality or facility rental field such as hotel, banquet hall, park, community center, campground, or resort. At least one year as a supervisor or lead person in an employment setting or equivalent combination of education and experience.  

Licenses And Certifications: 

• Must possess a valid Michigan driver’s license with the ability to drive a county vehicle. 
• Must have reliable transportation to report to various park sites and commute between if needed.

Additional Requirements and Information
Required Knowledge and Skills: 

• A positive attitude with a focus on teamwork and teambuilding.
• Must demonstrate a track record of effective leadership and collaboration.
• Ability to easily transition between planned and unplanned tasks in an environment that can rapidly change and at times become fast-paced.
• Knowledge and experience in the principles and practices of management and supervision.  
• Excellent interpersonal and human relations skills, including verbal and written communication skills.
• Excellent analytical and organizational skills.
• Ability to interact positively and objectively with people from different departments and the general public with varying degrees of knowledge and skills.

Working Conditions:  
While performing the essential functions of this position the employee is exposed to moving mechanical hazards; electrical hazards; noxious fumes; dust, dirt, and other airborne particulates; inclement weather, including extreme temperatures, wind, rain, and snow. Possible exposure to a variety of disease agents and to bloodborne pathogens, cleaning compounds, solvents, detergents, noise, and other hazards.

Physical Requirements and Information
Ability to physically access all Commission lands and natural resource features including trails of all surface types, and traverse steep and uneven terrain.
Must be able to lift and move equipment (such as event tables and chairs) and materials weighing up to 50 lbs. 
Must have sufficient visual acuity to perform extended work on a computer and with written materials.
Must be able to perform essential job functions with or without reasonable accommodations, including, but not limited to, visual and/or audiological appliances and devices to increase mobility.