Guest Services Lead - Davis Center at the Harlem Meer

GUEST SERVICES LEAD - Davis Center at the Harlem Meer

HAR SFM, LLC

LOCATION: New York, NY

DEPARTMENT: ICE

REPORTS TO: GENERAL MANAGER

STATUS: PART-TIME (NON-EXEMPT)

ABOUT THE COMPANY:

Davis Center at the Harlem Meer is a brand new state-of-the-art recreational facility in New York City's iconic Central Park featuring a 1.25 acre outdoor area which houses an elliptical pool (280' x 120') that converts to a .75 acre public green during the spring & fall and features a full-size ice rink in the winter months. A 34,000 sq ft adjacent building houses locker rooms, public restrooms, and a large indoor gathering space to support all outdoor programming. Described by Manhattan Borough President Mark Levine as "one of the most important parks equity projects for the City in decades", the new Davis Center is the capstone project of the Central Park Conservancy's 40-year effort to restore Central Park and will serve as the hub for recreational and community programming in the area. You will be joining a championship level team focused on fun, fulfillment and service built to enrich the community as well as your career and personal growth.

Davis Center at the Harlem Meer is managed by HAR SFM, LLC, a Sports Facilities Companies (SFC) Organization. SFC is the nation's leading resource for managing and developing sports, recreation, wellness, and events facilities. We provide a highly collaborative and supportive culture that raises our team members to new levels of career growth. Together, we will carve a path in a hyper-growing industry where you will enjoy the journey and learn from the industry's best while having some fun.

SFC was awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.

POSITION SUMMARY:

The Guest Services Lead is expected to provide first-class customer service to all visitors and always displays a vast amount of knowledge of the facility's programs, events, and offerings. In addition, this position executes and assists with supervising program registration, POS transactions, facility inquiries, inventory counting, and scheduling support along with a variety of clerical activities and related tasks.

PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Serves as Guest Services shift lead when assigned
• Assists with training and monitoring quality control for the Guest Services department
• Ensure every guest/member receives a warm welcome and a fond farewell during their visit
• Assists with inbound and outbound phone calls while consistently delivering our Guest 1st Service Standards
• Directly assists customers with program registrations, point-of-sale transactions, inventory counting, way finding, and event and program information
• Perform basic mathematical computations, balance drawers, and manage daily income
• Reconcile cash boxes per proper procedure
• Cultivate an environment of first-class guest service with enthusiasm to all visitors
• Be knowledgeable about prices, programming, and the daily facility schedule
• Maintain confidentiality with guest and Team Member information
• Resolve all guest concerns and complaints and/or direct to appropriate Manager
• Actively share guest feedback to appropriate Team Members and managers
• Executes light cleaning duties in and around their workstation
• Serve as a Birthday Party Captain when interested and assigned
• Help ensure all birthday parties are being executed properly and the level of service is first-class
• Additional duties as assigned by management

THE IDEAL CANDIDATE HAS:

• A strong passion for serving
• Proficient administration skills
• Proven ability to learn new software programs
• Proven success in managing multiple tasks at one time
• Experience and success in customer service, leadership, and organization
• Action-oriented personality with a 'get it done' attitude and proficiency for efficiency

MINIMUM QUALIFICATIONS:

• Flexible work schedule (e.g., nights, weekends, holidays, and long hours) and regular attendance necessary
• Previous supervisory experience is preferred
• Commitment to delivering first-class customer service
• Excellent communication skills, both verbal and written
• Ability to maintain focus in a high-volume, fast-paced environment
• Must be detail-oriented and have outstanding organizational skills
• Ability to remain calm and focused in difficult and stressful situations
• Must be respectful and friendly to our athletes, members, guests, visitors, spectators, leaders, and fellow Team Members
• Commitment to the safety and wellbeing of others
• Must be age 16 or older

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Must be able to lift 20 pounds waist high
• May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop, or bend
• Will be required to operate a computer
• Facility has intermittent noise