Guest Services Coordinator
Posting Close Date:
Recreation Services welcomes applications for a Guest Services Coordinator! The Guest Services Coordinator provides assistance to the Guest Services Manager with leadership, vision, and supervision of daily operations and management of Guest Services. The Coordinator is responsible for personnel management of approximately 50 student employees. This is a year-round, full time professional exempt position responsible for Fusion point of sale, locker room services, lost and found operations and equipment check-out. The Coordinator works collaboratively with other areas of the department, the Division of Student Affairs, and throughout the University to enhance Guest Services operations.
Who We Are
Recreation Services is a valued campus resource and partner dedicated to supporting student success. We offer a variety of high quality, convenient, innovative and inclusive ways to help you connect with yourself and your campus community. The Rec is a LEED Platinum (highest ranking sustainable design) facility with over 300,000 square feet of recreation and fitness activity space. We are a student fee-funded service and our student-led, CUSG Recreation Board and team of experts will ensure we meet the evolving needs of a dynamic recreation, fitness and wellness service that supports student engagement, academic and personal success.
What Your Key Responsibilities Will Be
Guest and Member Services Management
Develop member and guest services policies and procedures.
Develop Guest Services staffing plans by managing inquiries and resolving problems that are not answered by student staff using Fusion point of sale.
Supervise membership processing, sales and refunds, and online transactions that generate revenue through Fusion point of sale.
Embrace and apply the team model with student and professional staff to sustain an inclusive and trusting working environment.
Implement regular on-going staff training to improve customer service and satisfaction.
Recruit, hire, onboard, train, supervise, mentor, coach, and evaluate a student staff of approximately 50 to deliver excellent customer service.
Implement employee evaluations along with reviewing on-going work performance and providing coaching.
Develop and lead staff meetings and training on policies, procedures, customer service, participant safety, and emergency response to improve service provided to customers.
Determine employee work schedules and adjust in relation to budget, accuracy, and need.
Provide direct oversight over all financial and business transactions related to Guest Services, locker rooms, and equipment check-out services.
Manage student staff hourly budget and manage bi-weekly payroll for student staff.
Maintain record keeping system to track expenses monthly, develops and maintain quarterly reports and develops and monitors the annual budget.
Oversee all revenue and operating expenses for memberships, lockers, pro shop sales, and vending.
Equipment and Locker Services
Enter pro shop products into Fusion and conduct regular sales reports and inventory of check-out equipment.
Purchase new equipment for equipment check-out and pro shop.
Manage the mechanical laundry operations including preventative maintenance and ordering supplies.
Manage locker rentals for Fusion point of sale and renewals for the monthly, semester, and annual expiration.
Impound and clean-out lockers three times a year and ensure members have appropriate renewal notification.
Answer customer inquiries, explain cost and communicate updates to promote the availability of lockers.
Serve on project teams and committees related to facility development, student success, employee training, and other areas as assigned.
Concentration will include student development with an emphasis on personnel training, coaching and mentoring.
Attend departmental, divisional and other official functions as required; and State, Regional, and National Conferences for professional growth and development.
Participate in the development of ideas and suggestions for program and facility improvement.
Attend Recreation Center classes or programs and use various facilities and equipment periodically for quality control.
What You Should Know
What We Can Offer
The anticipated starting salary is $40,000.
The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.
Be Adventurous. Be Collaborative. Be Boulder.
What We Require
Bachelor’s Degree from a college/university in Sport/Recreation Management, Exercise Science, Physical/Health Education, Student Development, or a related degree and experience in a recreation center or fitness operations (may include undergraduate and graduate assistant student experience).
Equivalent combination of education and experience may substitute.
Experience supervising or managing students and/or employees.
Experience developing and/or leading training.
Experience with front-line customer service.
Ability to work a flexible schedule and occasional weekends.
What You Will Need
Demonstrated organizational experience with oral and written communication skills.
Utilize strengths to leverage and deliver mission-driven results.
Work independently and manage multiple tasks simultaneously.
Effectively supervise multiple staff members, manage a diverse group of individuals and foster a productive, positive work environment.
Establish and maintain good rapport with internal and external customers.
Plan, organize and carry out assignments effectively.
Return verbal & written correspondence in a timely manner and consistently meet deadlines related to inquiries.
Gather and analyze information, assess situations and arrive at decisions.
Attention to detail and design safeguards to prevent errors.
Proactive in solving problems independently and as a team.
Communicate effectively both verbally and in writing.
Gather information about department programs and services and train staff to resolve problems and answer questions.
Professionally represent department and unit in presentations and tours.
What We Would Like You To Have
Progress toward a Master’s Degree or a Master's Degree from a college/university in Sport/Recreation Management, Exercise Science, Physical/Health Education or Student Development.
1-2 years of experience working in a recreation/fitness/sports management or for guest/member services.
Experience with customer service specific to member/guest services.
Direct personnel management experience recruiting, hiring, on-board training, scheduling, evaluating and coaching part-time staff.
Budget development and management experience.
Experience working with EMS, When to Work, Connect2 and Fusion software.
CPR/AED and First Aid Certification.
To apply, please submit the following materials:
A current resume.
A cover letter that specifically addresses how your background and experience align with the requirements, qualifications, and responsibilities of the position.
You will not be asked to upload references at this time.
Please apply by April 21, 2019 for consideration.
Note: Application materials will not be accepted via email. For consideration, applications must be submitted through CU Boulder Jobs.
Posting Contact Name: Boulder Campus Human Resources
Posting Contact Email: Recruiting@colorado.edu
The University of Colorado is an Equal Opportunity/Affirmative Action employer