Guest Services Representative

GENERAL DESCRIPTION

The Guest Services Representative (GSR) is a key front line position that must ensure that every customer interaction is carried out in a professional, courteous and efficient manner. The GSR is knowledgeable about all offerings within the RRC, while providing excellent customer service to both internal and external guests. This position demonstrates the ability to have effective and accurate flow of communication amongst the Regional Recreation Corporation of Wood Buffalo departments and with the public.   

RESPONSIBILITIES

• Maintain a thorough knowledge of services, facilities, activities, and events offered by the Regional Recreation Corporation of Wood Buffalo. 

• Ensure patrons are aware of and safely following the Regional Recreation Corporation of Wood Buffalo policies and amenities rules.

• Identify customer’s needs and actively engage customers to create a memorable experience, including providing tours, answering questions, assisting in directing members & guests throughout the facility while maintaining a professional, friendly demeanor. 

• Demonstrates a positive customer focused attitude towards members and guests. 

• Maintains a calm and confident manner at all times while demonstrating service excellence that includes compassion, empathy, and support.

• Establishes and maintains a cooperative/collaborative working relationship with other departments within the RRC through positive actions and communication.

• Processes payments and sales in a friendly and efficient manner, modelling accuracy, upselling techniques, and proper cash handling skills.

• Assists with assigned tasks and daily tasks including but not limited to: data entry & integrity, electronic and paper filing, assisting with event coordination, general housekeeping, receiving goods, report preparation and various organizational tasks and administrative projects with limited supervision.

• Actively participates as a member of their department, ensuring to seek out opportunities for personal and departmental growth and improvements through process reviews, safety inspections and communicating all concerns and inquiries. 

• Maintains efficient and effective flow of information with guests and all internal departments.

• All other duties as assigned.

QUALIFICATIONS: Education & Experience

• High School Diploma or GED Equivalency.

• Current Intermediate First Aid/CPR/AED Certification or equivalent (including CPR C) is an asset.

• Office Administration Certificate/Diploma or equivalent experience an asset.

• Minimum one (1) year of experience in customer service environment.

• Minimum one (1) year of administrative experience.

• Minimum one (1) year of retail or sales experience.

• Cash handling and Point of Sale (POS) Software Experience.

• Previous experience within a recreation or events setting.

• Previous experience with Recreation, Ticketing or Bookings Software’s is an asset.

QUALIFICATIONS:  Knowledge, Skills & Abilities

• Must be able to work in a fast-paced environment, with the ability to multi –task while maintaining a high level of professionalism.

• Thrive in a team environment, enjoy working as a team member as well as independently. Ability to identify and maintain confidential information.

• Strong written and verbal communication skills are necessary to interact with a diverse and multicultural community.

• Proficient computer skills including Microsoft Word, Outlook and Excel, ability to utilize the internet, and quickly learn and use company related computer systems.

• Resourceful self-starter with courage and confidence when providing customer service.

• Strong sense of professionalism and diplomacy

• Strong work ethic and positive team attitude

• Detail-oriented and strong organizational skills with the ability to prioritize and manage several job functions at one time. 

OTHER REQUIREMENTS

This position may require travel between our various facilities within the Wood Buffalo Region. Access to reliable transportation is necessary.

Valid Class 5 Driver’s License Required 

Criminal Record Check

WORKING CONDITIONS

• This position requires a flexible schedule including statutory holidays, early morning, late night, and weekend work. This position involves sedentary, administrative work in an office environment that requires sitting or standing at a desk for an extended period of time, working for extended periods on a computer, talking on the telephone, standing, walking, kneeling, stooping/bending, lifting, pushing, pulling, pinching, gripping and repetitive motion.

• This position may include heavy lifting of supplies and equipment up to 50 lbs.

• This position demands frequent use of sensory activities such as talking, seeing, hearing, depth perception and color vision.

• Constant, positive interaction with employees, supervisors, patrons and the public is required.

• This position involves periods of high mental and/or emotional stress.

SAFETY

All employees are responsible and accountable for Regional Recreation Corporation’s health and safety policy. All employees at every level should be familiar with the requirements of the Alberta Occupational Health and Safety legislation as it relates to their work processes.

The employee is expected to adhere to all company policies and to act as a role model in the adherence to policies.  These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required of this job.