Guest Services Team Member – Washington Harbour Ice Rink

The Sports Facilities Advisory & Management; Washington (District of Columbia); On-site; USD 17,000 - 25,000; Part time

Job summary

Sports Facilities Management, LLC is seeking a Guest Services Team Member for Washington Harbour Ice Rink in Washington, DC. In this seasonal, non-exempt role you will be the first point of contact for guests, delivering friendly, informed service and promoting the venue's programs and offerings.

You will greet visitors, answer questions, operate multi-line phones, record waivers, help with skate fitting, enforce venue policies, and support a safe, welcoming environment for guests of all ages.

Qualifications

• Excellent guest service skills and the ability to communicate clearly with guests of all ages.
• Ability to work a flexible schedule including nights, weekends, holidays and long hours.
• Strong interpersonal skills and a professional demeanor.
• Comfort with handling basic information, waivers, and skate fittings.
• Must be able to operate in a fast-paced, high-volume environment.

Responsibilities

• Greet guests and provide information and directions as needed.
• Deliver courteous, first-in-class service to all guests.
• Be knowledgeable about facility programs, pricing and event dates/times.
• Operate multi-line phones and record waivers/event details.
• Assist guests with skate fitting, ensuring proper fit and safety.
• Maintain cleanliness and safety of common areas and rink surfaces.
• Enforce venue policies and professionally address guest concerns or escalate to management.

Skills

Guest service excellence

Communication skills

Multitasking

Team player

Attention to detail

Job description

GUEST SERVICES TEAM MEMBER - Washington Harbour Ice Rink

Sports Facilities Management, LLC

LOCATION: Washington, DC

DEPARTMENT: OPERATIONS

REPORTS TO: GENERAL MANAGER

STATUS: SEASONAL (NON-EXEMPT)

ABOUT THE COMPANY:

Washington Harbour Ice Rink is a premier sport, recreation and entertainment destination focused on improving the health and economic vitality of Washington, DC. 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.

Washington Harbour Ice Rink 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 Team Member provides the first point of contact for all guests. The Guest Services Team Member is expected to provide excellent customer service to all visitors and always displays a vast amount of knowledge of the facility's programs and offerings.

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

• Greet guests and provide information and wayfinding as needed
• Provide courteous and friendly first-in-class service to all guests
• Be knowledgeable about facility programs (format, pricing, meeting dates/times)
• Operate multi-line phones
• Record waivers and event information
• Ensure the facility remains clean and safe by performing regular cleaning of common areas and rink surfaces
• Assist guests by handing out and collecting skates, ensuring proper fit and condition
• Maintain confidentiality and discretion with guest and team member information
• Professionally resolve guest concerns and complaints and/or direct to appropriate manager
• Know and enforce the venue policies and procedures
• Complete special projects, daily assignments, and other duties as assigned

MINIMUM QUALIFICATIONS:

• Able to work with a wide variety of ages from pre-school through adult
• Flexible work schedule (e.g., nights, weekends, holidays and long hours) and regular attendance necessary
• Excellent communication skills, both verbal and written
• Ability to maintain focus in a high-volume, fast-paced environment
• Must have excellent guest service skills
• Must be detail-oriented and have outstanding organizational skills
• Ability to multi-task, prioritize, and remain calm and focused in difficult and stressful situations
• Must be respectful and friendly to our athletes, guests, visitors, spectators, leaders and fellow team members
• Must work well with others
• Must take personal initiative for the betterment of the team and venue
• Commitment to the safety and well-being of others

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• Must be able to lift 20 pounds waist high
• May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bend
• Will be required to operate a computer
• Facility has intermittent noise