Service Desk Agent - Aliso Viejo, United States - Leisure Sports

Leisure Sports Aliso Viejo, United States

3 weeks ago

Description

Leisure Sports Service Department

Job Description

SERVICE DESK AGENT

MISSION

To create great first and last impressions for members and guests, and to control club access. Answer incoming telephone calls promptly and handle them professionally. Be aggressively hospitable to members and guests as they enter and exit the club, and use names at every opportunity. Track member usage and guest registrations - ensure that guest cards are filled out completely and accurately. Enforce all club policies relating to the Service Desk. Assist members with account changes and billing questions. Assist the Service Desk Supervisor and other departments in administrative duties and projects as requested. Stay informed of current sales and marketing promotions (internal and external), current club programming, and special events or functions occurring each day.

REPORTS TO

Service Desk Manager

DRIVERS of SUCCESS

Personable, Friendly Demeanor
Member Service Obsession
Team Player, Leadership Skills
Professionalism, Responsibility
Enthusiasm, Achievement Orientation
Communication Skills

PRIMARY RESPONSIBILITIES

Enthusiastically greet and check in members as they enter (track and control club usage); smile and use names often
Welcome guests to the club; initiate the registration process (ensuring guest cards are filled out completely); contact the Membership department; ensure a professional "hand-off" to the Sales Rep; and collect guest fees as applicable
Offer a parting wish to all members and guests as they exit the club
Keep the Service Desk and lobby area neat, clean and uncluttered
Know and understand all Member Service and Facility Walkthrough and Core Value Quick Check standards as they apply to the Service Desk and lobby areas; ensure they are followed
Handle point of sale transactions and billing payment drop-offs; collect and record fees
Handle court, tanning, and massage reservations accurately (where applicable); adhere to club policies regarding advance reservation times, length of booked time, etc.; collect fees as applicable
Handle changes to member accounts (payment methods, EFT changes, downgrades, etc.)
Handle member cancellation requests when the Service Director and Service Desk is unavailable
Answer incoming telephone calls when club operator is not on duty or when calls are forwarded to the Service Desk; transfer calls professionally and efficiently; take accurate messages as needed
Assist the Programming department by taking activity registration messages or requests when the Activities Desk is closed - pass them on so the Activities Desk staff can handle when they return
Assist with club administrative duties such as mailings, telephone campaigns, etc.
Serve as a resource for club members with questions about club policies, programs or services
Deliver Service Signatures, "Welcome Ritual", "Confirm & Repeat" and "Parting Wish" on a consistent basis
Promote club events and programs to members as they check in
Maintain a supply of folded towels at the Service Desk; fold towels for the Housekeeping department when requested
Other responsibilities or projects as assigned by the Service Desk Supervisor or Service Desk Manager

ESSENTIAL PHYSICAL REQUIREMENTS

Qualified candidates, with or without reasonable accommodations, must be able to:

Write, speak, read, hear and see
Stand for duration of work shift
Operate a computer and keyboard
Operate cash register
Bend and lift up to 30 lbs.
Fold and carry towels
Perform light telephone work

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