Guest Relations Manager I

Guest Relations Manager I

The Guest Relations Manager I position represents Kroc Management as the Manager on Duty and responds to various issues and incidents including emergencies and customer concerns. This position supervises cash handling and ensures the safe and secure day-to-day operations of the Kroc Center by enforcing established standards and procedures. Responsibilities include resolving customer billing issues, responding to customer services concerns, promoting the enforcement of rules and guidelines. The Guest Relations Manager I is responsible for selling and / or verifying memberships through the Point of Sale (POS) system. Provide information and answer questions about available programs. This position assumes a leadership role for the Welcome Desk and assists the Membership Coordinator as directed. This position is part of Guest Services and the Welcome Desk Team.

Knowledge, Skills, and Abilities Required : The ability to work in a distinctively Christian environment. The ability to interact with co-workers and the public in a positive, professional manner in conformity with The Salvation Army Mission Statement. The ability to work with people of diverse backgrounds and circumstances. Demonstrate the ability to relate positively and energetically with staff, clients, members and customers. Must have the ability to maintain a non-judgmental attitude in working with customers, clients, members, and staff. The individual must possess the self-discipline necessary to perform repetitive tasks without lowering quality of work and be able to work with limited supervision, and in a team setting with other professionals. Finally, they must exercise good judgment and be comfortable taking initiative with projects. They must be able to remain poised with the public / coworkers in a busy and demanding work environment.

Skills and Abilities : The individual in this position must have effective verbal and written communications, the ability to multitask, the ability to delegate, and the ability to motivate and create a sense of teamwork amongst staff. The individual must be a skilled problem solver and be able to develop positive relationships with coworkers and the public. They must exhibit management and leadership abilities. They must have the ability to anticipate future trends and position the Kroc Center in the market so that it stays in tune with those trends. This position must also have a good understanding of sales, as their responsibilities will supervise operations and procedures that account relate to revenue generation for the Kroc Center.

Essential Duties and Responsibilities :

• Oversee compliance with cash handling policies and procedures. Process sales, make change, and operate the POS computer software. Secure the POS area at the open and close of shifts. Supervises the opening and closing procedures including the opening and closing of KIOSKs.
• Maintains knowledge of all programs and events at the Kroc Center. Monitor daily operations in the facility, making regular rounds and alerting appropriate leads / management when issues arise.
• Monitor security of rooms and closets, locking rooms when not in use.
• Respond to accidents and injuries in the facility and ensures appropriate follow through.
• Serve as the point of contact for member / guest issues; take personal responsibility and action to resolve issues. Work with the coordinators / directors of the affected department to investigate and resolve. Follow up to ensure the member / guest has been contacted and the issue addressed. Log and track all customer issues.
• Attend staff meeting as assigned.

Provide leadership to the Welcome Desk :

Physical Requirements :

Working Conditions :

This position may have frequent phone and in person contact with people from diverse backgrounds who may be angry, hostile, confused or frustrated. This position will work with minimum supervision. The worker may be required to make independent decisions that may involve unique or unusual situations and / or complex issues dealing with demanding requests.

This position has access to confidential and private information. It is essential that confidentiality and privacy be observed.

Miscellaneous :

The candidate chosen for this position will be required to pass a criminal history information check. Conviction of a crime will not automatically preclude employment. The circumstances involved in the conviction(s) will be considered.

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result. When you are on your 15-minute break you must stay on the premises.

Education and Work Experience :

License and Certifications :

Supervisor : Membership Coordinator, Austin Alters