Guest Services/Membership Coordinator

Salary : $1,424.00 – $1,931.20 Biweekly

Location : Aquatic and Recreation Center – Plainfield, IN

Job Type: FULL-TIME

Job Number: 4700

Department: PARKS AND RECREATION

Division: RECREATION

Opening Date: 09/11/2023

Closing Date: 9/25/2023 11:59 PM Eastern

GENERAL PURPOSE

The Guest Services/Membership Coordinator is responsible for the daily tasks associated with the guest service, membership management and revenue enhancement strategies at the Recreation and Aquatic Center.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include, but are not limited to:

1. Assists with oversight of Recreation Center front desk operations and ensures that front desk staff delivers excellent customer service to guests and members.
2. Tracks and monitors membership utilization, sales, and satisfaction as well as frequently benchmarking day pass and membership rates with the market and cost recovery goals.
3. Creates membership and revenue enhancement activities to include membership outreach and recruitment, promotion, and partnership programming.
4. Manages customer facing electronic dashboards, generates reports and monitors databases of numerous membership and day pass metrics, usage and utilization data and other key performance measures for revenue generation.
5. Schedules and coordinates room reservations and party rentals of the RAC and communicates with the guests regarding rules, set-up options and audio-visual needs.
6. Develops consistent tour program and frequently gives facility tours and facilitates prospective member meetings and information sessions.
7. Oversees membership partnership agreements including insurance reimbursement programs, sponsorship discounts, corporate memberships, and other related agreements.
8. Assists with Special Events and programming, as needed.
9. Assists with Recreation Center building supervision, as needed.
10. Attends meetings, and preforms other duties as assigned.

Supervisory Responsibilities: Supervises RAC front desk guest service, admission employees. Employee carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; scheduling and approving time worked; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

REQUIREMENTS

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty according to the requirements of the organization. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Town-related Competencies: To perform this job successfully, all employees working in the Town should demonstrate the following competencies:

• Teamwork and Collaboration – Gets along with and maintains positive relationships with coworkers. Is willing to help with all types of work, no matter how big or small the task. Asks for and listens to coworkers’ feedback; incorporates feedback into revised processes. Positively reinforces team members for their contributions and accomplishments. Admits mistakes when they occur, learns from them, and enables others to do the same.
• Service to Citizens – Always represents the Town of Plainfield well; maintains personal accountability and ownership for customer service. Lets customers know that he/she is willing to work with them to meet their needs. Follows up to ensure that requests and concerns are resolved. Understands customer problems and needs; quickly and effectively solves customer problems. Does more than what is normally required to resolve customer concerns.
• Professionalism – Demonstrates professionalism in appearance and actions. Maintains timely, personable, and effective communications with citizens and the general public, and local or intergovernmental contacts and neighboring community leaders. Demonstrates flexibility and a positive attitude when change occurs. Does not participate in conversations or actions that are disrespectful to others. Uses Town resources and assets wisely, efficiently, and according to Town policy.
• Dependability – Attends work as scheduled; follows the attendance policy and informs his/her manager of absences in advance. Accepts assignments willingly and can be counted on to complete tasks on time. Completes tasks accurately and thoroughly, eliminating the need for close review. Timely follow-through on tasks and projects issued by the Department Head, Town Manager, or Town Council. Does what he/she commits to doing.
• Interpersonal Communications – Communicates clearly, accurately, and respectfully with coworkers and customers. Keeps the Town Council well-informed of any incidents or issues; especially regarding offsite incidents. Keeps sensitive and confidential matters private. Listens to others and seeks to understand others’ perspectives. Willingly accepts feedback and incorporates it into work activities and interactions.
• Job Knowledge and Work Habits – Takes pride in work and coworkers; performs work with a positive attitude that enables others to perform well. Is willing to ask questions when the job or task is not fully understood. Willingly participates in training to maintain or enhance current knowledge of principles, procedures, methods, and/or technology. Maintains an optimistic outlook when faced with difficulty or change and makes an effort to overcome obstacles. Retains the expected job knowledge; helps others by sharing knowledge.

Job-related Competencies – To perform this job successfully, employees in this job should demonstrate the following competencies:

• Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Delegation – Delegates work assignments; matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Cost Consciousness – Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources.
• Safety and Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Education and/or Experience: High school diploma or general education degree (GED); and two years related experience and/or training; or equivalent combination of education and experience. Previous experience working the food industry is required. Previous supervisory experience is desired.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

Other Skills and Abilities: The following skills and abilities are either required or desired.

• Computer software skills required include: Microsoft Outlook, Word, Excel, PowerPoint, and Rec Trac.
• The ability to make sound and rational decisions including exercising independent judgment within established protocols and guidelines is required.
• The ability to enforce rules and follow all established protocols and guidelines is required.
• A general understanding of accounting principles and practices and report writing, while paying close attention to detail is required.
• The ability to resolve conflicts between employees and between employees and guests is required.
• The ability remain current with all required licenses, certifications and in-service requirements is required.
• First Aid, CPR, and AED certifications are desired.
• The ability to operate a computer, printer, copy machine, scanner, fax machine, and other office equipment is required.
• The ability to speak, read and write in English is required. Spanish is desired.

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 duties and responsibilities.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is frequently required to lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), color vision (ability to identify and distinguish colors), peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point), depth perception (three-dimensional vision, ability to judge distances and spatial relationships), and the ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

While performing the duties of this job, the employee occasionally is exposed to working near moving mechanical parts and the risk of electrical shock when working with food preparation, concession and/or office equipment; fumes or airborne particles; toxic or caustic chemicals; extreme cold when working near refrigerators, coolers and freezers; extreme heat when working with concession ovens, microwaves, and other food preparation equipment.: and outdoor weather conditions. The noise level in the work environment is usually moderate to loud.

While the RAC is open from 5:30 a.m. to 10:00 p.m., Monday through Saturday, and 12:00 p.m. to 9:00 p.m. on Sunday, this position may require work beyond these hours and on holidays. It also requires the ability to drive a Parks and Recreation Department vehicle. Thus, a valid driver’s license is required.

PERF (Public Employee Retirement Fund); Town pays both sides (14.2%)
Paid Time Off:

• After 90 days, employee receives 40hrs, then accrues 8 hours per month for first year
• First Anniversary accrue 12 hours per month
• Lump Sum given on second anniversary 204 hours; max. 9 weeks

Sick Bank – Rollover of PTO balance; max. 1040 hours may be paid upon retirement

• FMLA – Sick Bank may be used for qualifying life events

Parental Leave- Qualifying FMLA Event
13 Holidays per year + 2 Floating Holidays per year
Longevity Pay annually; $150 to max $3,000
457 or Roth deferred comp available
Employee Tuition Reimbursement for pre-approved courses after 12 months employment

• Annual maximum – $2,550, Lifetime maximum – $12,750

Rental Uniforms for DPW and Parks; or Clothing Allowance annually for some depts.
Membership to Richard A. Carlucci Recreation & Aquatics Center for immediate family up to $867 value
Direct Deposit of bi-weekly payroll
Insurance:

• Health Insurance with Hendricks Regional Health or Sagamore Networks
  • Medical Insurance HDHP/HSA or PPO/Traditional options
  • Health Savings Account (HSA) contribution by the Town annually to participants
    • Employee Only – $1500, Family – $2500

• Flexible Spending Account (FSA) available
• Wellness Incentive Program for additional HSA/FSA Town contribution
  • HSA – Employee only up to $1000, Employee and spouse up to $1000 each
• Hendricks Wellness Center & some medications for insureds at no additional cost
• Voluntary Accident, Hospital, Critical Care and Term Life insurance available
• Dental and Vision paid 66% by the Town
• Employee Assistance Program (EAP) – 12 free counseling session per event

$50,000 Life Insurance provided by the Town; additional voluntary available
Short-Term and Long-Term Disability paid by the Town