The Guest Services Manager is responsible for leading and managing customer service operations, facility reservations, guest experiences, revenue-generating activities, and front-line administrative functions within the Recreation Department. This position oversees guest services staff, coordinates facility rentals and special events, manages customer relations, and ensures exceptional service delivery across recreation facilities.

Education Required:

High school diploma or equivalent and Associate's degree

Preferred:

Graduation from a 4-year college or university Area of Study (Major)

Required:

Business or related

Preferred:

Business Management, Hospitality or related Certification(s)

Required:

N/A License(s)

Required:

Valid driver's license

Years Relevant Work Experience:

Five (5) years of progressively responsible experience in customer service, hospitality, recreation, facility operations, event management, retail operations, or related field, including supervisory experience. Equivalent combinations of education and experience may be considered.

Preferred:

Seven (7) to ten (10) years of management experience in parks and recreation, hospitality, customer service, event management, or municipal operations.

Knowledge, Skills and Abilities:

• Knowledge of customer service, public relations, hospitality, retail sales, and event coordination.
• Knowledge of facility operations, reservations, permits, scheduling, and special events.
• Knowledge of cash handling, purchasing procedures, financial accountability, and budget tracking.
• Proficiency in Microsoft Office Suite and the ability to learn new software systems.
• Strong written, verbal, interpersonal, and customer service skills.
• Strong leadership, supervisory, coaching, and employee development skills.
• Skill in developing and delivering employee training.
• Strong organizational, project management, analytical, and problem-solving skills.
• Ability to communicate effectively with staff, stakeholders, vendors, and the public.
• Ability to interpret and apply policies, procedures, and operational guidelines.
• Ability to manage multiple priorities while maintaining quality customer service.
• Ability to build and maintain effective working relationships.
• Ability to quickly learn new processes, procedures, and technologies (BREC enterprise software).

Essential Functions and Duties:

• Direct and oversee daily operations of the Recreation Department Guest Services Office, ensuring efficient, customer-focused service delivery.
• Provide exceptional customer service and resolve complex issues related to registrations, reservations, rentals, permits, payments, and departmental programs and services.
• Develop, implement, and maintain customer service standards, operational procedures, and related administrative processes.
• Serve as the departmental administrator and subject matter expert for RecTrac and WebTrac systems; provide user support, troubleshoot issues, monitor system activity, and coordinate resolutions with Information Systems.
• Develop and deliver training for employees on RecTrac, WebTrac, customer service practices, and departmental procedures.
• Oversee facility reservations, rentals, permits, and scheduling for parks, recreation centers, athletic facilities, pavilions, banquet facilities, meeting rooms, and other departmental venues, ensuring compliance with organizational policies and safety requirements.
• Coordinate permits and approvals for park use, special events, concessionaires, vendors, and other authorized activities.
• Maintain accurate reservation records and calendars while facilitating communication and coordination among departments and stakeholders.
• Plan, coordinate, and support special events, festivals, tournaments, community programs, and other public activities, including logistics, vendor coordination, facility preparation, permitting, risk management, and post-event evaluations.
• Collaborate with internal departments, community organizations, municipalities, elected officials, vendors, and external partners to ensure successful programs and events.
• Oversee cash handling, deposits, reconciliations, revenue collection, and financial reporting related to departmental operations.
• Monitor revenues and expenditures and assist with budget preparation, financial tracking, and fiscal reporting.
• Coordinate administrative support functions, including vehicle fleet oversight, inventory management, supply procurement, warehouse coordination, and work order management.
• Recruit, train, supervise, mentor, evaluate, and administer personnel actions for assigned staff, interns, and seasonal employees.
• Assign and monitor workloads, establish performance expectations, and foster employee development, teamwork, accountability, and continuous improvement.
• Prepare and maintain operational, financial, and program records, reports, and documentation.

Full-time position requiring a 40-hour workweek, consisting of five (5) eight-hour workdays. Work schedules may vary based on operational needs. Includes a daily meal period. Overtime may be required as necessary. Resumes will not be accepted in lieu of a completed application. You must include all relevant education and experience on your official BREC online application or it will be deemed incomplete and you will be ineligible for this vacancy. Complete each section of this application (i.e. work experience, education, etc.) to demonstrate that you meet the eligibility and minimum qualification requirements described in this announcement. An offer of employment is contingent on passing a pre-employment criminal background check, Motor Vehicle Records check, drug screen, and physical.