Guest Services Lead - Montclair State University Ice Arena

Job Description

Job Description

GUEST SERVICES LEAD - Montclair State University Ice Arena

Sports Facilities Management, LLC

LOCATION: Little Falls, NJ

DEPARTMENT: GUEST SERVICES

REPORTS TO: OPERATIONS MANAGER

STATUS: PART-TIME (NON-EXEMPT) OR FULL-TIME (NON-EXEMPT)

ABOUT THE COMPANY:

Montclair State University Ice Arena is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Little Fall, NJ 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.

Montclair State University Ice Arena is a managed facility by Sports Facilities Management, LLC, a Sports Facilities Companies (SFC) company. 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 has been 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 provides facility oversight on the execution of our "Guest First" service model and departmental training standards. The Guest Services Lead will also monitor and seek out stakeholder feedback to assist in evaluating the level of service we are providing.

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

• Directly align with the venue's Mission Statement and Core Values
• Provide feedback to department supervisors and managers on "Guest First" service model performance and consistency
• Assist with departmental training standard compliance, in collaboration with the management team
• Build impactful relationships with key facility stakeholders that help improve the guest experience and team performance
• Inspect facilities prior to and after events, providing a report to Operations Manager and the GM
• Monitor and seek out feedback from members, facility visitors, and clients
• Serve as Manager on Duty as assigned
• Additional duties as assigned by management

MINIMUM QUALIFICATIONS:

• 5+ years of customer service experience
• The ability to work in a fast-paced, diverse environment with a focus on customer services is essential
• Candidate must be willing to nights, weekends, and holidays as necessary
• Must be willing to work nights and weekends
• Experience and knowledge in sports

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Must be able to lift 30 pounds waist high
• May be required to sit or stand for extended periods of time whether indoors or outdoors
• Facility has intermittent noise
• Will be required to operate a computer