Aquatic Center Operations Lead

JOB DESCRIPTION: Guest Services Lead

EXEMPT:

No

COMPENSATION CLASS:

Seasonal

DEPARTMENT:

Parks and Recreation

REPORTS TO:

Aquatic Center Coordinator & Recreation Supervisor

SUMMARY:

Under close supervision of the Aquatic Center Coordinator and Recreation Supervisor, the Aquatic Guest Services Lead performs professional duties in ensuring effective performance of facility functions. Leads oversee the overall Guest Services operations when on-site. Leads prepare staff schedules, interact frequently with patrons to ensure positive experiences, lead training and mentoring of staff, and evaluate staff at the end of the season.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Conduct staff trainings pre-season and ongoing training and meetings during the season
• Review the Guest Services staff payroll
• Work with the Aquatic Center Coordinator and Recreation Supervisor to establish and enforce team expectations
• Conduct audits of the operation of the Guest Services department, to ensure policies, practices, and expectations are being followed properly
• Attend additional pre-season training to ensure proficiency in RecTrac and cash handling procedures
• Manage documentation within the Guest Services operations
• May assist in interviewing for the Guest Services staff prior to the start of the pool season
• Serve as a coach to staff, providing direction and implementing disciplinary action as needed
• Serves as the on-site lead for the of the overall Guest Services team in conjunction with and in the absence of the Aquatic Center Coordinator and Recreation Supervisor
• Lead staff through professional attitude and superior job performance
• Address customer requests and complaints related to admission and policies of the facility in a courteous and thorough manor, involving the Aquatic Center Coordinator or Recreation Supervisor when needed
• Assign duties to Guest Services staff in all areas
• Respond to EAP activation following the chain of command. Ensure Guest Services staff are aware of their EAP duties and trained on proper response
• Fill out appropriate documentation including incident/ accident reports, staff observations, cash handling documentation, and other documentations as assigned
• Recommend improvements to Aquatic Center Coordinator and Recreation Supervisor
• Maintain a high level of proficiency on facility policies, the expectation, best practices, and understanding of computer software (RecTrac) to process daily admission fees and operate the cash drawer
• Fully understand and support the Guest Services position.
• Maintain inventory and organization of supplies; request supplies as needed
• Maintain the Guest Services bank(s), maintaining the cash daily check sheets, maintaining the proper amount of singles and small bills for operation
• Report to all scheduled trainings and staff meetings
• Comply with all Village Policies, Protocols and Procedures
• Complete all other duties as assigned

SUPERVISORY RESPONSIBILITIES:

This position requires management responsibilities of a supervisory nature. Incumbents must be proficient in basic concepts relating to personnel management.

QUALIFICATION REQUIREMENTS:

• This position requires a completed or in-progress high school diploma; some college preferred
• Must be available to work at least one weekend day.

EDUCATION / EXPERIENCE:

This position requires

• Must be able to maintain a clear line of communication with your supervisors.
• Ability to react calmly and effectively in emergency situations.
• Ability to pass pre-employment physical skills evaluation as stipulated by the department.
• Ability to prepare routine administrative paperwork, such as cash tracking documentation.
• Ability to follow routine verbal and written instructions.
• Ability to work with Microsoft Office Suite, RecTrac and When to Work online scheduling.
• Knowledge of customer service standards and procedures.

LANGUAGE SKILLS:

Ability to read and comprehend instructions, correspondence, and memos. Ability to properly fill out incident and accident reports as well be able to communicate in an emergency situation

REASONING ABILITIES:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS & ABILITIES:

• Ability to work with children
• Ability to prioritize duties and complete tasks within a timely manor
• Understanding of the principles, policies and objectives of the Proesel Park Aquatic Center
• Ability to deal with the public tactfully and courteously

• Commitment to promoting the positive image Lincolnwood aquatics

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to use hands to finger, handle or feel objects, tools, or controls. The employee is often required to walk, sit, stand, reach with hand and arms, talk, and hear. The employee will frequently lift and/or move up to 50 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Employee must be able to sit or stand for an extended period of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment varies between moderate and high. Frequent exposure to natural and seasonal weather conditions as well as insects while guarding the pool and completing job duties.

SAFETY:

All employees are expected, as a condition of employment, to adopt the concept that the safe way to perform a task is the most efficient and the only acceptable way to perform it. Safety adherence of performance will be considered an important measure of employee performance evaluation. As such, the employee must:

• Comply with established safe work rules and the special instructions of the supervisor
• Report all accidents and injuries immediately and cooperate in all accident and injury investigations, supplying supervisors with full and complete information
• Submit recommendations for safety and efficiency, as well as report defective equipment and unsafe conditions
• Know their exact duties in case of fire or catastrophe
• Use safety equipment provided for personal use in performing daily work assignments
• Only operate equipment trained and authorized to operate
• Provide public protection from unsafe conditions and hazards resulting from municipal work operations
• Participate in special safety activities, as designated, such as Safety Committees, Job Safety Analysis, special training, etc