Guest Services Manager

Baton Rouge, LA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Exact $40,809.60

Work Schedule

Standard Hours

Job Description

The hiring organization for this role is the Recreation Department located at 6201 Florida Blvd., Baton Rouge, LA. This department operates within the Baton Rouge Recreation and Park Commission (BREC), which is dedicated to providing quality recreational activities and public facilities to enhance community life in the Baton Rouge area and its surroundings. BREC stands out as a significant public organization, responsible for maintaining parks, recreation centers, athletic facilities, and community event programs throughout the city. As a public municipal entity, BREC is committed to ensuring exceptional service delivery, safety, and efficient management of resources to the residents of Baton Rouge and East Baton Rouge Parish.

The current opening is for a full-time, exempt position titled Guest Services Manager within the Recreation Department. The annual salary offered for this role is $40,809.60. The Guest Services Manager plays a pivotal leadership role in the department, focusing on managing customer service functions, facility reservations, revenue-generating activities, and frontline administrative duties. This role requires an individual who can oversee the guest services team, coordinate various facility rentals and special events, and foster positive customer relations to uphold the department's commitment to outstanding recreational service.

In this role, the Guest Services Manager is entrusted with directing daily operations of the Recreation Department's Guest Services Office, ensuring that service delivery remains efficient and highly customer-focused. The manager will handle complex customer service issues encompassing registrations, payments, permits, and reservations while developing and implementing customer service standards and operational policies. This position demands proficiency with department-specific software systems such as RecTrac and WebTrac to provide administrative oversight, user support, and training to staff.

Additionally, the Guest Services Manager coordinates the scheduling and approval processes for parks, recreation centers, athletic venues, pavilions, banquet facilities, and other department spaces where community events and programs take place. A significant portion of responsibilities includes planning and supporting public special events, festivals, tournaments, and more, working collaboratively with internal teams, community groups, external vendors, and local officials. The role involves logistical management, risk mitigation, financial accountability including cash handling, and budget monitoring.

Leadership is a crucial element of this position. The Guest Services Manager recruits, trains, supervises, and evaluates staff, including interns and seasonal employees. The role requires strong capabilities in workforce development, performance management, and fostering a culture of teamwork and continuous improvement within the unit. Organizational skills are essential to maintain accurate records, coordinated calendars, and comprehensive financial and program documentation to support the smooth operations and strategic goals of the department.

The standard work schedule consists of five eight-hour workdays per week, amounting to a 40-hour workweek. However, flexibility is expected to meet operational demands, including the possibility of overtime. Benefits for this position are comprehensive, including various insurance options, retirement contributions, paid holidays, sick and annual leave, and employee assistance programs, promoting a well-rounded employment experience.

Overall, this full-time Guest Services Manager role is suited for a seasoned professional with a strong background in customer service, facility operations, event management, and administration within a recreation or municipal environment. It offers a platform to contribute significantly to community engagement, program success, and operational excellence in a dynamic public agency setting.

Job Requirements

High school diploma or equivalent
Associate's degree in business or related field
Valid driver's license
Minimum five years experience in customer service hospitality recreation facility operations event management retail operations or related field including supervisory experience
Preferred graduation from a 4-year college or university
Preferred seven to ten years management experience in parks and recreation hospitality customer service event management or municipal operations
Proficiency in Microsoft Office Suite
Strong written and verbal communication skills
Ability to lead and supervise staff
Skill in employee development and training
Ability to manage budgets and financial reporting
Ability to coordinate events and facility scheduling
Ability to work flexible hours including overtime
Ability to pass background check drug screen and physical examination

Job Qualifications

High school diploma or equivalent and associate's degree in business or related field
Preferred graduation from a 4-year college or university with studies in business management hospitality or related field
Five years of progressively responsible experience in customer service hospitality recreation facility operations event management retail operations or related field including supervisory experience
Preferred seven to ten years of management experience in parks and recreation hospitality customer service event management or municipal operations
Knowledge of customer service public relations hospitality retail sales and event coordination
Knowledge of facility operations reservations permits scheduling and special events
Knowledge of cash handling purchasing procedures financial accountability and budget tracking
Proficiency in Microsoft Office Suite including Excel Word PowerPoint and Outlook
Strong written verbal interpersonal and customer service skills
Strong leadership supervisory coaching and employee development skills
Skill in developing and delivering employee training
Strong organizational project management analytical and problem-solving skills
Ability to communicate effectively with staff stakeholders vendors and the public
Ability to interpret and apply policies procedures and operational guidelines
Ability to manage multiple priorities while maintaining quality customer service
Ability to build and maintain effective working relationships
Ability to quickly learn new processes procedures and technologies including BREC enterprise software

Job Duties

Direct and oversee daily operations of the Recreation Department guest services office ensuring efficient customer-focused service delivery
Provide exceptional customer service and resolve complex issues related to registrations reservations rentals permits payments and departmental programs and services
Develop implement and maintain customer service standards operational procedures and related administrative processes
Serve as departmental administrator and subject matter expert for RecTrac and WebTrac systems provide user support troubleshoot issues monitor system activity and coordinate resolutions with information systems
Develop and deliver training for employees on RecTrac WebTrac customer service practices and departmental procedures
Oversee facility reservations rentals permits and scheduling ensuring compliance with organizational policies and safety requirements
Coordinate permits and approvals for park use special events concessionaires vendors and other authorized activities
Maintain accurate reservation records and calendars facilitating communication and coordination among departments and stakeholders
Plan coordinate and support special events festivals tournaments community programs and other public activities including logistics vendor coordination facility preparation permitting risk management and post-event evaluations
Collaborate with internal departments community organizations municipalities elected officials vendors and external partners to ensure successful programs and events
Oversee cash handling deposits reconciliations revenue collection and financial reporting related to departmental operations
Monitor revenues and expenditures and assist with budget preparation financial tracking and fiscal reporting
Coordinate administrative support functions including vehicle fleet oversight inventory management supply procurement warehouse coordination and work order management
Recruit train supervise mentor evaluate and administer personnel actions for assigned staff interns and seasonal employees
Assign and monitor workloads establish performance expectations and foster employee development teamwork accountability and continuous improvement
Prepare and maintain operational financial and program records reports and documentation