Under the supervision of the Associate Director for Recreation Services, the Recreation Services Coordinator leads and manages the Recreation Services Assistants staff who provide and maintain the highest level of service to the customer using judgement and discretion for the Recreation Services operations for three facilities. Duties include staff management, disseminating Recreation and Wellness program information, on-site transactions, training and customer service. In addition, this position will assist the Associate Director for Recreation Services with risk management and facility oversight.
Staff Management (40%)
Supervises the Recreation Services program area for Recreation and Wellness. Provide leadership to student and contingent employees. Responsible for the daily management of Membership Services, including the staff recruitment, hiring, orientation, training, scheduling, motivation and retention of student and contingent personnel.
Plan, organize and facilitate training, work assignments, evaluations, and if needed, disciplinary action for personnel.
Trains staff in the use of membership/point of sale software.
Develop and implement orientation program for new staff.
Create employee handbook and polices.
Ensures customer encounters are courteous, respectful and efficient
Cultivate personnel as well as organize educational and professional development and provide on-going performance feedback.
Program Management (40%)
Oversee the day to day activity of the member services desks.
Manage the customer service component of the Recreation and Wellness program. Formulate innovative and creative methods of recruiting, retaining and serving members of the campus community.
Review, evaluate, and recommend changes to the policies and procedures relating to the operations of Membership Services, with constant regard to the department's strategic plan.
Work with all Recreation and Wellness staff to coordinate program needs to serve as the point of contact for participants.
Act independently to determine methods and procedures on new assignments. Manage and troubleshoot program operations as it pertains to the Membership Services desks.
Assist with the implementation of policies and procedures to include facility access, emergency action plans, and standard operating procedures.
Ensure policies and procedures are followed in accordance with established service and safety standards.
Determine whether disputed issues have been handled appropriately through substantial knowledge of internal policies and procedures. (Staff or here)
Serve as a resource for the Marketing Specialist to create a customer service plan to include first time user marketing materials and customer appreciation. Ensures that promotional and communication materials positively represent the department and university.
Serve as the main point of contact in the Arrillaga Outdoor Education Recreation Center and handle the highest level of escalated and unresolved calls.
Develops and maintains positive working relationships with University and/ or community representatives and other regular contacts
Serves on Recreation and Wellness, DAPER, and campus committees as directed.
Represent Stanford Recreation and Wellness at campus events, such as New Student Orientation, department programs, fairs, athletic events and registrations, greet and serve as a resource.
Assists other Recreation and Wellness staff as necessary
Performs as a member of a high quality team and promotes teamwork in all interactions within the organization
May act as supervisor in supervisor’s absence.
Administrative Responsibilities (20%)
Keep track of correspondence and interactions with customers using Fusion (member and program management system) and other customer based applications.
Administer and educate others on all Recreation and Wellness programs, compile and provide accurate information and updates to policies and procedures, improving overall customer satisfaction in the process.
Process non-standard requests by various campus departments and internal staff, initiate appropriate documentation and notify other departments and/or coordinate with outside agencies as needed.
Communicate with the Recreation Programs Manager to ensure all course information for the various Recreation and Wellness programs are input into the membership software.
Register members for Recreation and Wellness programs and classes
Ensure completion of daily deposit reports and compliance with University deposit procedures
Process refund requests for members, as needed.
Collect and compile monthly, quarterly and annual operational and statistical data to determine and improve methods and procedures to better serve the department and campus community.
Organizes all paperwork and ensures an ample supply of forms are stocked in the appropriate locations to conduct business
Collect satisfaction surveys and customer response forms; create reports and recommend solutions.
Investigate, document and report complaints regarding all aspects of operations including customer service, safety/security and staff issues.
Education and Experience
Bachelor’s Degree (Master’s degree in the field of recreation, kinesiology or related field preferred).
Candidate must have a minimum of four years of relevant experience or combination of education and relevant experience (in campus recreation preferred).
Knowledge, Skills, and Abilities.
Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint).
Demonstrates leadership traits including effective communication, supervisory skills, and the ability to manage workflow.
Demonstrates excellent problem solving and decision making skills to effectively solve and respond to complicated requests.
Excellent customer service experience and a proven ability to meet performance standards.
Knowledge or ability to learn how to collects feedback from surveys and summarize data.
Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds
Ability to work independently and as a member of a team.
Excellent attention to detail and accuracy.
Able to use authority, knowledge and judgment to effectively respond to complicated requests.
Ability to multi task.
Ability to learn policies and procedures and correctly provide that information to customers and use information to make sound decisions
Ability to coordinate daily activities including work scheduling, quality assurance, monitoring of activities, and supervision of personnel.
Knowledge of current risk management practices in recreational facilities and student management strategies.
Certifications and Licenses
Current CPR, AED and First Aid
Frequently stand/walk, sit, perform desk based computer tasks, use a telephone, and grasp lightly/fine manipulation.
Occasionally twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, lift/carry/push/pull objects that weigh up to 20 pounds, writing by hand, sort/file paperwork.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Regular weekly schedule will be Tuesday through Saturday from 9:00 AM to 6:00 PM. May need to work occasional extended hours.
May be exposed to noise > 80dB TWA.
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu/.
Candidates should submit a cover letter and resume via the website https://stanford.taleo.net/careersection/jobdetail.ftl?job=75210&lang=en
From its founding in 1891, Stanford University’s leaders have believed that physical activity is valuable for its own sake and that vigorous exercise is complementary to the educational purposes of the university. Within this context for human development, it is the mission of Stanford’s Department of Athletics, Physical Education and Recreation to offer a wide range of high quality programs which... will encourage and facilitate all participants to realize opportunities for championship athletic participation, physical fitness, health and well being.