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Guest Services Specialist Jobs

Company

Dakota County
Address , Apple Valley
Employment type FULL_TIME
Salary $46,631 - $58,289 a year
Expires 2023-09-16
Posted at 8 months ago
Job Description
General Description

POSTING TYPE: Open-competitive
DEPARTMENT: Parks
HOURS: Full-time
PREFERRED HIRING RANGE: $46,631 - 58,289/year
FULL HIRING RANGE: $46,631 - 72,861/year (105 grade)
LOCATION: Apple Valley, Western Service Center
UNION: None
CLOSE DATE: 4:30 p.m. on Sunday, August 20, 2023

What You'll Do
Guest Services Specialists are responsible for administering the full portfolio of guest services including customer services and support, parks reservations, registrations and permitting with the goal of providing a high-quality visitor experiences.


The Guest Services Specialist is the tone-setter who leads with a welcoming approach for all visitors and customers. This position will work independently to determine how best meet guest needs and expectations in a manner which reflects County guest service values. This position is fast paced with ongoing customer interaction. As a member of the Parks Team and working closely with many other County departments, this position will require strong communication, collaboration, service, and technical skills and the ability to work well in a dynamic, fun, and respectful team setting.

Who We Are
Dakota County is Minnesota’s third largest county and home to more than 400,000 residents. Our motto is “Be More” and we strive every day to achieve excellence in public service, with a focus on four values: Service, Integrity, People, and Innovation.

Dakota County aims to create an environment that is welcoming and inclusive of diverse people, backgrounds, and experiences. Our goal is to have a workforce that is reflective of the communities and individuals we serve. We promote an equitable and culturally aware work environment where everyone can be their authentic selves.

Minimum Qualifications

  • High School Diploma or GED AND three (3) years of progressively responsible experience in customer and guest services, hospitality, or reservations industries.
OR
  • Any combination of education and experience to total three years related to customer and guest services, hospitality, or reservations industries.

Nice to have experience:

  • Experience with reservations systems.
  • Experience with bookkeeping or cash and credit card management.
  • Progressively responsible guest services experience.

Duties & Responsibilities

These examples do not include all possible tasks in this work and do not limit the assignment of related tasks in any position of this classification. Regular attendance according to the position's management approved work schedule is required for all positions.


1. Administer the Parks reservation software system and deliver the Guest Services program including customer services and support, facility reservations, program registrations, permitting, point of sale, and reporting.
2. Serve as a direct contact for the public and maintain a high level of knowledge of all parks, facilities, programs, and services.
3. Handle Parks bookkeeping including tracking, balancing, troubleshooting and training with staff, reconciling, and reporting on daily and monthly Parks cash and credit card management.
4. Prepare reports and analyze data necessary to communicate reservation status, use and participation, revenue and other reports and insights as identified.
5. Initiate and manage communication and coordination with interdepartmental teams to ensure coordination of work and use.
6. Evaluate level of risk for all events and determine those requiring general liability insurance coverage based on County Risk Management guidelines. Collect and track evidence of insurance from clients or purchase coverage through Dakota County Risk Management as appropriate.
7. Represent Guest Services in various department and Countywide work groups, projects, initiatives and other appropriate meetings to represent Guest Services.
8. Compose and distribute original correspondence and communications regarding park updates, construction, or other customer impacts.
9. Develop and implement external customer service tools such as guides and informational videos.
10. Maintain and update digital information on website to ensure the public receives accurate, appropriate, and timely information.
11. Administer, track and respond to customer satisfaction feedback for facilities, programs and services.
12. Stay updated on best practices associated with the hospitality industry, tourism, customer experience, data analytics and parks and recreation.
13. Manage payment processing for all clients and follow up on overdue accounts, request damage deposit refunds and determine when to withhold refunds as appropriate.
14. Recommend, develop and implement internal work methods and assist in establishing new procedures and processes to accommodate Guest Services program activities.
15. Perform special projects and other duties as assigned to advance and improve the visitor experience.

Essential Functions: 1-10, 13

Knowledge, Skills & Abilities and Work Environment
  • Excellent problem-solving skills.
  • Having the business savvy to both compete and partner with other organizations.
  • Ability to motivate others.
  • Desire to work with a team to perform at a high level of excellence.
  • Strong verbal and written communication skills capable of being customized to a diverse audience.
  • Knowledge of the hospitality industry.
  • Proficiency in online reservation system (preferably Vermont Reservation System, RecTrac), point of sale and Microsoft Office software.
  • Ability to work independently.
  • Ability to handle multiple tasks at one time and adapt to frequently changing work demands.
  • Ability to positively, professionally and inclusively represent the Dakota County Parks brand.
  • Ability to enforce policies and procedures in a professional, customer-friendly manner
  • Exceptional organizational and prioritization skills to balance a heavy workload efficiently.
  • Strong cultural competency skills.
  • Experience in marketing, sales or the facility rental environment.
  • Solutions-forward approach, always anticipating service delivery needs and expectations.
  • Demonstrated excellent customer service skills.

Work Environment
Work is primarily sedentary, although there is some walking, travel, and carrying of lightweight items such as laptops, notebooks, and work papers. The work is typically performed in an adequately lighted and climate controlled office. May require occasional travel to other park locations or Dakota County buildings.

Location & Schedule
This is a hybrid position that offers a mix of telework and in-person work at our Western Service Center in Apple Valley, MN. Work is performed Monday through Friday during regular business hours (8:00 a.m. to 4:30 p.m.)

Benefits
  • Comprehensive and affordable medical, dental, vision, and other benefits
  • Pension with a generous employer contribution
  • Generous paid time off (accrual rate starts at four weeks per year)
  • Eleven paid holidays each year and one floating holiday
  • Excellent work-life balance
  • Ability to work from home some of the time
Selection Process
  • You submit an online application that includes supplemental questions
  • We extend an offer and conduct background checks
  • We conduct interviews and reference checks before extending an offer
  • We assign you a score based on your qualifications
  • Top scoring candidates are referred to the hiring manager for interview consideration