Recreation Supervisor

SUMMARY OR GENERAL PURPOSE

Responsible for daily front line customer service operations within recreation facilities ensuring consistent, high-quality service delivery. This position supervises customer service staff, supports membership and billing functions, maintains recreation software accuracy, and ensures smooth point of sale and customer-facing processes. The supervisor works closely with the Operations Manager to uphold customer experience standards, resolve issues and ensure that facilities are welcoming and inclusive.

ESSENTIAL FUNCTIONS The following duties are illustrative only and are not intended to be all inclusive:

Supervise, train, schedule, and evaluate guest services staff, ensuring consistent application of customer service standards and procedures.
Oversee daily front desk operations, including membership sales and management, billing, refunds, payment processing, and account updates using recreation management software.
Provide customer support and resolve escalated issues, conflicts, and inquiries related to memberships, facility access, billing, and general information.
Ensure accuracy and compliance of financial transactions, point‑of‑sale procedures, and customer account records.
Support administration of financial assistance programs for income-qualified residents, including processing applications, customer communication, and staff training on related procedures.
Oversee policies and processes for all recreation rentals, including year-round and seasonal facilities Reservations processes, customer communication, and onsite support to ensure positive rental experiences.
Monitor customer service workflow and staffing levels; adjust assignments to meet operational needs.
Ensure customer service is welcoming, accessible, and aligned with organizational values of equity, access and inclusion.
Train staff in software usage, customer engagement, communication skills, and facility policies.
Assist with tracking facility usage data.
Collaborate with the Operations Manager to evaluate processes, recommend improvements, and support organizational goals.
Assist with customer communications, updates to policies, and coordination of service-related messaging.
Other related duties as assigned.

REPORTING RELATIONSHIPS
SUPERVISION RECEIVED: Works under general supervision of the Recreation Operations Manager
SUPERVISION EXERCISED: Supervises guest services staff, including full-time, part-time, and seasonal employees.

QUALIFICATIONS______________________________________________________________________
KNOWLEDGE: Principles and practices of customer service, recreation facility operations, and public-facing service delivery. Membership administration, billing processes, payment procedures, and point-of-sale operations. Recreation management software, registration systems, and customer account management. Staff supervision, training, scheduling, and performance management practices. Financial assistance program administration, eligibility requirements, and confidentiality standards. Cash handling, financial controls, and recordkeeping procedures. ADA requirements and principles of accessibility, equity, and inclusion. Conflict resolution, complaint management, and customer engagement techniques.

SKILL: Supervising, training, and developing customer service staff. Delivering exceptional customer service and resolving customer concerns professionally. Managing multiple priorities in a fast-paced environment. Using recreation management, registration, point-of-sale, and/or business software systems. Communicating effectively with customers, staff, community members, and partners. Monitoring workflow, staffing levels, and operational performance. Analyzing service issues and implementing process improvements. Maintaining accurate financial, membership, and customer records. Coordinating facility rentals, reservations, and customer communications.

ABILITY: Lead a customer-focused team that provides consistent, high-quality service. Supervise, motivate, evaluate, and support full-time, part-time, and seasonal staff. Exercise sound judgment when addressing customer concerns and operational issues. Maintain accuracy and confidentiality in financial, membership, and customer records. Interpret and apply policies, procedures, and operational guidelines consistently. Foster an inclusive, accessible, and welcoming environment for all patrons. Adapt to changing priorities, staffing needs, and customer demands. Collaborate effectively with staff and community partners. Identify opportunities to improve customer service processes and operational efficiency. Prepare clear reports, correspondence, and documentation.

EVIDENCE OF QUALIFICATIONS

TRAINING: High School Diploma.
EXPERIENCE: Two years of increasingly responsible customer service experience including one year of supervisory or lead-worker experience. Experience with customer account management, registration systems, billing, and point-of-sale operations. Experience handling customer concerns, conflict resolution, and service recovery. Experience using recreation management software and Microsoft Office applications.

Equivalent combinations of education and experience may be considered.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is performed primarily in a standard office environment. Work involves working closely with others, hearing, speaking, complex report creation, and writing; intermittently sitting, standing, and walking. Occasionally working alone, light lifting, pulling, pushing, and carrying objects weighing up to 25 pounds, reaching, bending, crouching or stooping, twisting, squatting. Work requires reading, detailed work, confidentiality, problem-solving, reasoning, customer contact. Ability to communicate effectively orally and in writing, manage multiple concurrent tasks.