Leisure Reception/Administration Associate TLNT1_NI

The Receptionist/Administration Associate acts as the first point of contact for members of the public requiring leisure services and is required to enhance and protect the reputation and public profile of Ards and North Down Borough Council. The post holder is required to provide a wide range of reception, administrative and financial tasks for the Leisure section of Community and Wellbeing Directorate and exercise a high standard of customer care.

Principal Duties and Responsibilities:

• To provide high quality customer care service at reception, including dealing with enquiries by telephone and at the reception desk.
• Operation of the phone system, voicemail system and forwarding calls/messages as required.
• To take payments/issue tickets/issue bands to all customers for all centre facilities.
• To ensure access control measures are followed, and all customers are adhering to the relevant systems that are in place.
• To take various methods of payment, including cash, card, cheques and invoice payments.
• Reconcile this with the front desk management system, complete banking reconciliation at the end of each shift and deal with any other monies including floats.
• Responsible for issuing receipts for cash, cheques and card payments received, preparing and recording these on the shift reconciliation sheet.
• To take bookings using the computerised booking system for various activities and functions, parties, meetings, sports bookings within the complex.
• To take booking enquiries for large events and block bookings and pass on to management.
• To take cancellation forms and ensure these are passed to management.
• To provide information to customers regarding all facilities and activities in the centre, including membership packages available.
• To take membership details and issue new cards to members, including full membership, PARS members, Active Aging and Buddy Cards.
• Make appointments and class bookings for inductions and fitness classes, interacting with new and existing customers ensuring a high level of satisfaction and service delivery.
• To provide administration support within back-office functions such as financially administration invoicing, membership administration, end of month reports, daily, weekly financial reports.
• To maintain a high level and continuous development of knowledge on the organisation and industry, staying abreast of developments in the Leisure Industry both locally and nationally.
• To maintain administration records as required, including management of lost and found, external contractor sign in, casual gym use records.
• To ensure that all documentation is completed thoroughly and accurately, managing and maintaining these in line with GDPR guidelines.
• To use the PA system appropriately.
• To sell consumables, replenish consumables stock and keep an inventory of stock levels to report to management.
• To issue hire equipment.
• To be knowledgeable of the complex first aid procedures and emergency evacuation procedures.
• In the event of an emergency ensure that the reception area is safe, money is secured and that customers are informed and guided appropriately.
• To contact emergency services, guided by management in the event of an emergency.
• To assist with the maintenance of applicable quality standard awards to ensure that the industry best practice systems are in place QUEST.
• To deal with compliments and complaints in line with the council customer complaints policy.
• To comply and promote equality, health and safety in accordance with Council Policies and legal requirements, ensuring a safe, inclusive facility for all.
• Responsibility for on-the-job training for members of administration, reception, other departments and work experience students.
• To undertake any other appropriate duties as may be allocated from time to time in accordance with the general nature of the post.

Person Specification:

Qualifications:

• Essential Requirements: 5 GCSEs (Grades A-C) or equivalent qualifications.
• Desirable Requirements: No criteria specified.

Experience:

• Essential Requirements: Experience of working in a busy reception or customer service environment.
• Experience of providing a professional, welcoming and helpful first point of contact for customers and visitors.
• Cash handling experience including bank lodgements and reconciliation.
• Experience of using MS Office particularly Excel.
• Desirable Requirements: Experience of working within a Leisure Industry.
• Experience of utilising leisure management software packages e.g. XN Leisure, Cascade, Legend.
• Experience of working alongside External partners e.g. the Public Health Agency.

Key Skills & Abilities:

• Essential Requirements: High level of written and verbal communication skills.
• Good interpersonal skills.
• Ability to produce accurate work to tight deadlines.
• Ability to pay attention to detail.
• Good organisational skills.
• To be a good team worker.

Other Requirements:

The selection panel reserves the right to enhance the shortlisting criteria to facilitate the process when necessary.