Night Shift Guest Services Clerk/ Guest Services/ Ozarks/ Part Time

POSITION SUMMARY:

The guest service night shift clerk is frequently the first point of contact that a guest, camper, parent or other constituents will have with YMCA of the Ozarks. Whether this contact is by telephone or in person, it must be a pleasant and positive experience. Guest service night shift clerks must be able to meet and receive people courteously and professionally. The guest service night shift clerk serves in a highly visible support capacity, thereby requiring an outgoing and friendly personality, pleasing appearance and ability to command respect by presence. Must have excellent communication skills and impeccable English.

ESSENTIAL FUNCTIONS:

1. Answer all telephone calls before the third ring, refer calls to appropriate person to take an accurate and complete message

2. First person to greet guest at the reception desk. Able to take care of immediate needs or to call appropriate person to assist.

3. First person to check in arriving guest, ensuring all information from registration card is accurately entered into computer. Check out all departing guests, collecting payment and posting all charges and monies with 100% accuracy

4. Oversee general appearance of front desk and 4 th floor lobby.

5. Performs any/all secretarial duties as deemed necessary by Director of Guest Service and Guest Service Team Lead.

6. Will work all shifts, weekends, and holidays as needed

7. Completes all items on the daily checklist with accuracy

8. Sells and promotes special weekends to perspective guests

9. Takes reservation calls, enters the same with 100% accuracy and confirms all details with guests before ending conversation

10. Responsible for balancing shift activity. Counting all cash drawers each shift.

11. Provide Quality Customer Service at all times

12. Must provide information to guest concerning all programs, activities, and marketing materials.

13. Works with all staff members as a team player

14. Serve as mentor and assist in training of all new hires

15. Participate in all staff meetings

16. Distributes daily newspapers to each room occupied by guests

17. Preparation of nightly reports as required

18. Input all guest registration information as well as maintain mailing list in Megasys

19. Ensure high quality of effectiveness in responding to guests’ nighttime questions, problems, complaints, and emergencies as necessary.

20. Megasys nightly maintenance. Running closing reports for managers and accounting, balancing reports nightly, closing the business day in the computer system and prepare operation for the next business day.

24. Assist with projects as deemed necessary by the Guest Services Director or Guest Service Team Lead.

25. Assist with updates to the Guest Services SOP.

26. Handle all Lost and Found procedures including reporting, cataloging, and sending packages.

ESSENTIAL FUNCTIONS OF THE JOB

1. Provide quality customer service to all guests, campers, parents or other constituents that visit or call YMCA of the Ozarks

2. Perform duties with care and professionalism

3. An orderly, efficient Guest Service Department with tasks clearly defined, with employees enjoying work environment, exhibiting enthusiasm and eagerness to assist

4. Efficient and accurate communications, by which we become sensitive and responsive to needs of our guests and co-workers

5. Increase high level of performance in the delivery of services

6. Able to solicit sales helping to increase revenue

7. Provide accurate recording of daily activity and reservation information

YMCA LEADERSHIP COMPETENCIES:
Mission Advancement: Accepts and demonstrates the Y’s values. Demonstrates a desire to serve others and fulfill community needs. Recruits volunteers and builds effective, supportive working relationships with them. Supports fund-raising.
Collaboration: Works effectively with people of different backgrounds, abilities, opinions and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person’s point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.
Operational Effectiveness: Makes sound judgements, and transfers learning from one situation to another. Establishes goals, clarifies tasks and plans work. Follows budgeting policies and procedures and reports all financial irregularities immediately. Strives to meet or exceed goals. Has the functional and technical knowledge and skills required to perform well. Has a basic understanding of the following: General Office Equipment, Computer Skills, Telephone Skills, Customer Service, Cash Handling and Auditing Procedures.
Personal Growth: Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Understands the daily impact of the following and represents them in a positive manner: Action Oriented, Customer Oriented, Emotional Stability, Establishing Priorities, Flexibility, Independence & Decision Making, Integrity & Trust, Interpersonal Skills, Leadership, Listening Skills, Oral Communication Skills, Organization & Planning, Peer Relationships & Teamwork, Problem Solving, Results Oriented, Self-Starter, Stress Management and Written Communication.

Ozarks - Guest Service Night Shift Clerk

Part Time

YMCA of the Ozarks

Requirements

Must be at least 18 years old

QUALIFICATIONS:

Education: High School Diploma or GED

Experience: 1-3 years general office or customer service experience

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

1. Physical Mobility: walking, climbing, stairs, standing, kneeling, bending, leaning, stooping and sitting for extended periods of time.
2. Physical Dexterity: ability to use telephone, computer, electronic equipment, exercise equipment, office equipment (fax, copier, stapler, etc.), tools and machinery as needed.
3. Lifting: ability to lift up to 20 pounds.
4. Sensory Requirements: ability to hear, listen, speak, smell, touch, taste, see and distinguish colors.
5. Ability to maintain alertness for several hours at a time.
6. Ability to speak concisely and effectively communicate.
7. Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.