About the Department
Under 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 support for part-time Recreation Aides. This position works with the Facility Manager to collaboratively develop and implement a high-quality customer service philosophy, 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 development and implementation of 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. 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.
Position Duties
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 and trains team on 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, customer service, and training program for part-time staff; recruits, interviews, and hires Recreation Aides; provides training, communication, assistance, and guidance; conducts performance evaluations; management of staff scheduling, reviews and approves payroll for part time employees.
Assists and works collaboratively with other Recreation Supervisors 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 in a safe and secure manner for program/activity participants. Reports 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 shut down 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. Responsible for training their staff on Emergency Response Procedures and maintaining CPR and other certifications as required per department policy.
Works collaboratively with independent organizations regarding facility use and scheduling. Oversee the Rental Assistant.
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.
Works collaboratively with the Finance manager to process 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 guest services 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 according to Hilliard’s Promise, heart for service, strength in teamwork, and drive for excellence.
Minimum Qualifications
Bachelor’s Degree in Parks, Recreation and Leisure Studies, Recreation Management Administration, or relevant field preferred.
Certified Parks and Recreation Professional preferred.
Minimum of 3 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) and other registration software applications preferred.
Ability to multitask and meet deadlines.
Ability to establish effective customer service philosophy and maintain 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 by effectively listening to others to make improvements in operations and performance of their daily work assignments and duties.
Ability to build professional relationships with staff and patrons to answer inquiries, resolve complaints, and communicate with the public in an effective, tactful courteous, and professional manner.
Ability to build a customer-centric culture by coaching, role modeling, and training staff on best practices in effective customer relations, while balancing operational policies and procedures.
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.
Other Qualifications
Other Requirements:
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.
Regular and punctual attendance is regarded as an essential requirement of this classification.
Comply with training directives established by supervisory and management personnel.
Adherence to all applicable Federal and State safety laws, rules, and regulations and City safety policies and procedures.
Demonstration of Hilliard’s Promise. Heart for Service, Strength in Teamwork and Drive For Excellence.