Job Title: Customer Service Supervisor

Department: Recreation

Classification: Seasonal

Target hourly hiring rate: $17.00

IMRF Position: No

Directly Reports To: Recreation Manager-Aquatics & Fitness

The Stingray Bay Customer Service Supervisor is a part-time position located at Stingray Bay. The Customer Service Supervisor is responsible for overseeing the daily operations for pool admissions and concessions in compliance with Illinois Department of Public Health Food Service Standards and Huntley Park District Policies and Procedures. The Customer Service Supervisor reports to the Recreation Manager – Aquatics and Fitness

ESSENTIAL DUTIES/REPONSIBILITIES

1. Responsible for the training, supervision and evaluation of assigned staff.

2. Prepare and conduct in-service staff training. Responsible for the documentation of ongoing training.

3. Responsible for the timely and accurate submittal of payroll information.

4. Order supplies and equipment and arrange for proper distribution.

5. Develop and implement routines, schedules, and procedures for daily operation.

6. Assign staff duties.

7. Must follow cash control procedures.

8. Maintain and review records and evaluations of all operations, staff, and facilities.

9. Provide feedback of vendors, items offered, operations, and recommendations for improvement.

10. Monitor safety and all procedures as they pertain to the complete supervision of all participants and staff.

11. Employee must maintain an organized workspace, which includes, but not limited to having all the necessary supplies, forms, equipment, etc. needed for operations.

12. Employee must respond to internal and external phone calls, e-mails, comments, and suggestions in a timely manner.

13. Employee must accurately answer patron questions in a timely manner.

14. Employee must assist in customer service, which include, but not limited to customer issues, comments, complaints, and concerns. Employee will be assisting the customers in different ways, such as, but not limited to person to person and over the phone, and must be able to assist them immediately or direct the customer to the appropriate manager if necessary.

15. Employee must complete the necessary forms for accidents and incidents.

16. Manages a cost-effective operation within guidelines set by supervisor.

17. Forecasts and plans the purchase of food, supplies and equipment.

18. Oversees and/or participates in menu planning.

19. Responds to customer preferences and industry trends.

20. Ensures that established sanitation and safety standards are maintained.

21. Oversees and participates in the preparation and serving of food.

22. Employee must be able to work independently.

23. Employee must enforce pool rules and regulations

24. Additional responsibilities as needed.

25. Current CPR and first aid certification or able to attain certification prior to opening day of Stingray Bay.

QUALIFICATIONS

1. Experience in food preparation and sanitation, familiar with operation of food service equipment and knowledge of health code requirements.

2. Food Service Manager certification is required before the start of the season.

3. Must have excellent computer skills. (Microsoft Office)

4. Ability to learn and use new computer software.

5. Must demonstrate excellent communication (written and verbal), organizational, and customer service skills are required.

6. Be available to work extended hours, including nights, weekends and.

7. Must possess a valid Illinois State Driver’s License.

MARGINAL FUNCTIONS

1. Employee must attend and contribute to staff meetings.

2. Employee must assist the Recreation Director as requested.

3. Employee is responsible for managing property and equipment through ensuring appropriate levels of safety and cleanliness, by completing the maintenance themselves or identifying and initiating work order requests and repairs.

4. Employee must attend workshops, and seminars pertaining to employee’s position, as needed, for new ideas, developments, regulations, and techniques.

5. Assists and substitutes for staff as needed.

COGNITIVE CONSIDERATIONS

1. Employee must have the ability to read and understand materials, such as, but not limited to, rules and regulations books, manuals, and schedules.

2. Employee must be able to make decisions objectively based on customer service and fiscal constraint.

3. Employee is responsible for keeping organized records and reports.

PSYCHOLOGICAL CONSIDERATIONS

1. Employee must be able to work independently in day-to-day operations with general direction of the Recreation Manager.

2. Employee must have the ability to delegate work, where appropriate, in order to accomplish work most effectively.

3. Employee must demonstrate leadership qualities to perform required work.

4. Employee must have the ability to maintain self-control and composure in difficult situations.

5. Employee must have the ability to recognize priorities and meet deadlines.

6. Employee must have the ability to receive constructive criticism and/or supervision.

7. Employee must have the ability to be flexible and adaptable to new situations.

8. Employee must possess enthusiasm and drive with a desire to accomplish goals and objectives

9. Must possess a pleasant demeanor and have the ability to interact with the public in a courteous manner at all times.

10. Employee must be able to resolve differences and problems that arise with patrons, or when necessary seek the assistance of the Recreation Director in resolving such issues.

ENVIRONMENTAL CONSIDERATIONS

1. Employee may be exposed to indoor or outdoor conditions, including extreme heat and humidity, cold, and rain.

2. Employee must operate and handle assigned equipment.

PHYSICAL REQUIREMENTS

1. While performing this job, the employee is required to speak and listen, stand, walk, use hands, sit, stoop or kneel, bend and lift and/or move up to 30 pounds.

2. Employee must have the physical agility to maintain mobility from site to site and be able to perform manual tasks.

3. Employee may perform duties, which include, but not limited to lifting, stooping, bending, twisting, and climbing.

4. Employee may need to stand for prolonged periods of time.

5. Specific vision requirements include, distance, color vision, peripheral and depth perception and ability to adjust focus.

6. Must be able to maintain safe and well-organized work areas.

7. Must be able to function in stressful situations.

8. Worker must be able to follow directions with safe follow through and exercise good judgment and safety awareness.

Reasonable accommodations may be made to enable individuals with disabilities.

SAFETY AND FACILITY REQUIREMENTS

1. Must comply with facility procedures for food storage and preparation in observance of IDPH standards.

2. Assure a safe and hazard free environment by inspecting and taking the necessary action to correct and safeguard against potential problems and/or accidents.

3. Must comply with all safety policies and procedures now in effect or adopted in the future.

4. Worker must be able to follow directions with safe follow through and exercises good judgement and safety awareness.

5. Worker will use all required PPE.

6. All unsafe conditions are to be reported to your supervisor immediately.

OUTLINE OF BENEFITS CAN BE LOCATED HERE

GENERAL STATEMENT OF POLICIES, SAFETY, ETC.

It is expected that all Huntley Park District Staff work toward the Mission, Vision and Core Values of the Huntley Park District and comply with the policies and procedures as set forth by the Board of Commissioners. Resources that outline these policies and procedures include the Board Policy Manual, Personnel Policy Manual, Safety Manual, Departmental Manual, Area or Job Specific Manuals and other written or verbal procedures as provided by your supervisor. As all situations cannot be documented even in manuals such as these, it is further expected that your actions as an employee are always performed with safety in mind, respect of your fellow staff and customers in mind, and at the direction of your supervisor. It is expected that all staff will learn and understand these policies and procedures.

This job description is meant as an outline of the job and does not represent all duties or a contract of employment.

Approved