Job Description:

GUEST SERVICES SUPERVISOR

 

STARTING SALARY: $65,319-$69,051

Description

Under general direction, the Guest Services Supervisor is responsible for leading a specialized service unit providing key administrative functions within the department and for creating a positive customer experience. This specialized service unit has three primary focuses: processing program registrations; selling and administering the membership management program; and managing facility reservations for all parks and recreational facilities.

Key Responsibilities:

Supervisory Duties:

• Supervise, assign, review, and participate in the work of staff responsible for performing a variety of customer service duties.
• Maintain work quality and adherence to established policies and procedures.
• Perform the more technical and complex tasks relative to the assigned area of responsibility.   

Strategic Planning:

• Execute long-range guest services goals.
• Manage expenditures.
• Provide support to the Department.

Team Leadership:

• Lead, monitor, and supervise customer-oriented employees to achieve goals that contribute to individual and organizational success.
• Actively supervise, coach, and mentor employees in meeting performance and quality standards.
• Initiate or recommend employment actions such as hiring, terminating, disciplining, and/or promoting individuals.

The City of Wentzville is committed to being an employer of choice, offering prosperous and meaningful career opportunities and flexibility. The City offers excellent benefits, including health, vision, dental, employer-paid life insurance, long-term disability, a retirement pension, 13 paid holidays, 2 personal days, vacation time, sick time, tuition reimbursement, an employee assistance program, a discounted recreation center membership and much more.

 

Qualifications

Job Qualifications – Education, experience, and training that are required or desirable in order to eectively perform the job at the time of hire. An equivalent combination of education, training, and experience will be considered. Additional requirements and/or substitutions may be requested and require the approval of HR.

• Bachelor’s degree in Recreation, Sports Management, Business Administration, or a closely related field or a minimum of five years of relevant experience is required.
• Additional experience in the field may be considered in lieu of a degree.
• Additional job-related advanced degrees or certifications may be considered in lieu of experience.
• CPR, AED, and First Aid certifications are required.
• Prior supervisory experience is required.
• Valid drivers license required.

Knowledge, Skills, and Abilities – May be representative, but not all-inclusive, of those knowledge, skills, and abilities commonly associated with this position.

• Extensive knowledge of customer service procedures and principles.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Ability to be highly organized with extreme attention to detail.
• Ability to perform high-level analytical tasks.
• Ability to lead a team and professionally develop individual team members.
• Ability to provide exceptional service to internal and external customers. 
• Ability to manage and monitor division operations and services and implement procedural changes as needed to improve workflow and productivity.
• Ability to communicate eectively and professionally with supervisors, subordinates, co-workers, and customers by telephone, in writing, and in person.
• Ability to develop goals and plans to prioritize, organize, and accomplish work for self and others, as well as concentrate on multiple tasks simultaneously.
• Ability to work both independently and collaboratively in a team environment.
• Ability to make quality decisions that impact the team and direction of project work.
• Ability to use good judgment and think rationally in diicult or stressful situations.
• Proficiency in the use of basic business software (word processing, spreadsheets, email, presentations) and basic oice equipment.
• Regular attendance is a necessary and essential job duty. Job requires being reliable, responsible and dependable.

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The City of Wentzville is an Equal Opportunity Employer and participates in E-Verify.

 

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