Guest Services Supervisor- The Well

Employment Opportunity

Under the general direction of the Facility Manager, the Recreation Supervisor of Guest Services performs a wide range of duties within the Recreation and Parks Department. The Recreation Supervisor of Guest Services provides direct oversight of the management and operations of the front desk, providing leadership and supervision of part-time Recreation Aides. This position works with the Facility Manager to collaboratively develop and implement policies and procedures relating to the day-to-day operations of “The Well,” Hilliard’s new 111,000 square foot recreation and wellness center. This position is responsible for the development and implementation of a sustainable, comprehensive training program for guest services staff, budgeting and financial management, Rec Trac software administration and back-end development, compliance with safety and security, and executing a high-quality customer service philosophy for the facility, members, and staff as it relates to The Well. The Recreation Supervisor of Guest Services plays a crucial role in ensuring that the recreation and wellness center runs efficiently, provides a safe and welcoming environment, and meets the needs of the community.

Essential Functions of Work

Provides leadership and supervisory skills for a team of guest services staff through effective communication and demonstration of Hilliard’s Promise, vision, mission, and values.

Demonstrates outstanding customer service; answers questions from the public and direct reports, resolves problems, and streamlines processes, procedures, and trainings; provides facility tours; coordinates the scheduling of rentals and logistics of room set-ups.

Supervises and develops leadership and training programs for part-time staff; recruits, interviews, and hires rec aides; provides training, communication, assistance, and guidance; conducts performance evaluations; manages staff scheduling, reviews, and approves payroll for part-time employees.

Assists with the promotion of programs, classes, leagues, activities and/or special events for the department by recognizing the need to promote and update TV displays, kiosks, screens, bulletin boards, stocking and maintaining flyers, activity guides, etc.

Works collaboratively with the Facility Manager to provide direct supervision and safety of the building and all related operational facility duties.

Oversees the use of Recreation and Parks facilities, including buildings, parks, pools, and adjacent grounds. Responsible for daily operations of facilities to be maintained safely and securely for program/activity participants. Report any issues.

Assists in the management of the recreation and wellness center membership base, membership fee types for all facilities and work collaboratively to track metrics of the facility to identify successful operating procedures.

Ensures applicable records, reports, and data are compiled and maintained as directed.

Works collaboratively and independently on team projects to include computer programming, software applications, reports, data formulation, policies, procedures, annual shutdown needs, etc.

Manages emergency situations appropriately and follows protocols, policies, and procedures, and makes recommendations for revisions of all policies, procedures, and Emergency Action Plans for facilities.

Works collaboratively with independent organizations regarding facility use and scheduling.

Attends all required professional development training sessions and workshops as related to industry best practices to ensure compliance with federal, state, and local laws.

Participate in a rotating on-call supervisor schedule to support departmental operations, including but not limited to completing daily deposits, conducting mail runs, responding to alarm system notifications, and assisting with staff communication and other operational needs.

Processes the daily deposit, reports and collaborates with the Finance Department for best practices, daily deposits and reconciliations, and cash handling policies and procedures.

Works in collaboration with other staff to route the daily mail at various city buildings to and from ‘The Well’, and City Hall. Orders office supplies, administers the answering of the department’s emails and voicemail from the public.

Prepares and monitors annual facilities budget, provides ongoing financial activity and attendance information; prepares purchase requisitions for all activities, events, and supplies.

Under the direction of the Facility Manager, works with the IT Department on maintaining Rec Trac and other applicable software updates. Keeps up to date on all Rec Trac software and communication from Rec Trac and relays Rec Trac information to staff.

Performs other duties as assigned.

Typical Qualifications

Bachelor’s Degree in Parks, Recreation and Leisure Studies, Recreation Management Administration, or relevant field preferred. Bachelor’s Degree required. Certified Parks and Recreation Professional preferred.

Minimum of 3–5 years of supervisory experience leading and directing a team of direct reports.

Demonstrated experience in staff training, development, and writing and implementation of operational procedures, policies and processes.

Experience with Rec Trac (3.1 preferred) and other software applications required.

Ability to multitask and meet deadlines.

Ability to establish and maintain effective working relationships with City employees and the public to gain their confidence and cooperation.

Ability to write and speak English clearly and concisely.

Ability to write, plan, compose, and edit documents for publication.

Ability to gather data and prepare factual and financial reports.

Ability to follow directions and to set and adhere to policies.

Ability to supervise, direct, instruct, and solicit cooperation from others in the performance of their daily work assignments and duties.

Must possess a valid State of Ohio driver’s license and have an acceptable driving record.

Must be at least 18 years of age.

Background must be free of felony convictions.

Supplemental Information

Physical Requirements

Ability to communicate clearly/effectively and multitask under stressful conditions.

Ability to sit for long periods of time.

Ability to perform essential job functions, including sitting, standing, reaching, twisting, bending, walking, and kneeling.

Ability to lift and move objects weighing up to 50 pounds.

Must maintain hand and eye coordination and the manual dexterity necessary to operate a computer keyboard, computer mouse, headset, copier, fax machine, two-way radio, and basic office equipment.

Must be physically able to operate a motor vehicle.