Year-Round PT Guest Service Specialist

The Part-time Guest Service Specialist serves as the primary front desk representative at the Richard A. Carlucci Recreation and Aquatic Center, responsible for delivering exceptional customer service and supporting daily facility operations. This position serves as the first point of contact for guests and members, providing accurate information, processing transactions, and supporting administrative functions. The Guest Service Specialist maintains a high level of knowledge of programs, services, and facility operations while ensuring a welcoming, professional, and efficient experience for all visitors. Duties include, but are not limited to: Serves as the primary point of contact for guests and members, delivering professional, courteous, and responsive customer service while creating a welcoming and positive experience. Preforms a variety of front desk transactions, including membership sales, daily admissions, program registrations, and facility reservations, ensuring accuracy and efficiency. Develops and maintains a thorough and up-to-date understanding of recreation programs, fee schedules, facility offerings, rental availability, and departmental services to effectively assist guest. Provides clear, accurate, and timely information to guests in person, by phone, and through email, addressing questions, concerns, and feedback in a professional manner. Assists with administrative tasks including data entry, recordkeeping, program support, and other front desk functions necessary for daily operations. Conducts cash handling duties in accordance with established procedures, including processing payments, balancing drawers, and assisting with daily deposits. Assists new members with account setup, provides facility tours, and helps orient guest to programs, services and amenities. Ensures the front desk area is clean, organized, and prepared to support efficient operations and professional appearance. Performs PlayGuard, Building Services, or other operational roles as assigned to support overall facility needs. Provides support for recreational programs, events, and activities to enhance community engagement and participation. May be assigned to Splash Island Admissions or other seasonal guest services roles as needed. Preforms additional duties or special projects as assigned to support departmental goals and operational efficiency.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

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. Must be at least 16 years of age to apply.

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: P roblem Solving
• Identifies andresolves problemsinatimelymanner; Gathersand analyzes information skillfully;Developsalternative solutions;Workswell ingroup problemsolvingsituations;Usesreason even when dealingwith emotional topics. Oral Communication
• Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. Written Communication
• Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. Organizational Support
• Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Education and/or

Experience:

Previous recreation and/or customer service experience is preferred.

Other Skills and Abilities:

The following skills and abilities are either required or desired.

Computer software skills desired 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. Must have a strong ability to communicate effectively orally and in writing regarding service information and public relations. The ability to interact with all levels of employees and guests. The ability to be detailed oriented to be able to process information accurately. The ability to develop and maintain a comprehensive knowledge of current principles, codes, and safety protocols and risk management relating to recreation facility operation and programs is required. The ability to enforce rules and follow all established protocols and guidelines is required. Must be able to complete and maintain CPR/First Aid certifications 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. Ability to make sound and rational decisions including exercising independent judgment. Must maintain a positive attitude and uphold PARKS values at all times.

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.

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 regularly is exposed to wet or humid conditions (non-weather); fumes or airborne particles; toxic or caustic chemicals; and outdoor weather conditions as needed. The employee frequently is exposed to work near moving mechanical parts; and extreme heat (non-weather). The employee occasionally is exposed to work in high, precarious places; extreme cold (non-weather); and the risk of electrical shock, and vibration. The noise level in the work environment is usually moderate to loud. While the RAC is generally 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