Job Details

The Guest Relations Specialist plays a vital role in advancing the City's commitment to exceptional customer service. Serving as the first point of contact for residents, visitors, and partners, this position directly shapes the public's experience and perception of City services. As a key contributor to our citywide customer service initiatives, the Guest Relations Specialist helps ensure that every interaction reflects professionalism, efficiency, and a genuine spirit of service.
This role is responsible for delivering high-quality, courteous, and responsive assistance, including greeting guests, answering inquiries, and supporting registration processes. The ideal candidate is highly organized, personable, and skilled at managing multiple tasks in a fast-paced environment. A positive, proactive approach and strong communication skills are essential, as this position requires collaboration across departments to ensure consistent and seamless service delivery.
Successful candidates will take pride in creating welcoming experiences, resolving concerns effectively, and upholding service standards that reinforce the City's mission to provide exemplary service to the community.
This position is open until filled. Applications are being reviewed as they are received.
Work Schedule:
Tuesday- Thursday 12:30 p.m. - 9: 00 p.m.
Friday 10:30 a.m. - 7:00 p.m.
Saturday 11:30 a.m. - 8: 00 p.m.
Employee works under the direction of the Facilities Supervisor and the Customer Service Manager. Employee must be able to respond to questions from citizens or other employees regarding services, eligibility, and procedures of the department. Work is reviewed for accuracy and completeness, and for adherence with established procedures. Work is reviewed through meetings with supervisors and co-workers and performance appraisals.
Acting as an information source on various matters, keeping abreast with latest developments across the City of Westerville.
Greeting guests in a sincere and friendly manner and making them feel welcome.
Utilizes the City's knowledge management system to facilitate exemplary municipal services as part of the City of Westerville's centralized customer service initiative.
Trains new part-time employees on work procedures, software and practices.
Anticipating and addressing guests' needs and resolving their problems and complaints appropriately, calmly and in a timely manner.
Collaborating and communicating with other internal departments to ensure guest satisfaction. Comply with City of Westerville procedures and safety policies.
Be responsible for registering and receiving payments from guests, for programs, activities, passes and daily admissions. Balancing cash drawer at the end of the shift following money handling procedures set by the department.
Make sure that the guests remain satisfied and content with the services that are being offered, take feedback from the guests as to how services can be improved.
Process credits, refunds and transfers for programs, activities and pass registrations.
Acquire, through provided training, a working knowledge of RecTrac and other city software that is used daily.
Answers telephones and responds to inquiries over the telephone and in person; refers and assists guests and other callers; responds to various inquiries and provides information of services and functions; receives complaints from a variety of sources; greets visitors; opens.
Generates work orders; enters orders and maintenance records into the computer; runs monthly reports.
Maintains records and files; tracks and maintains inventory of supplies; types purchase orders; assists other employees with secretarial tasks as needed.
(May not include all duties performed.)
EQUIPTMENT OPERATED: The following are examples only and are not intended to be all inclusive:
Calculator, computer, computer software (e.g. Microsoft Office, Google Suite, and other applicable computer software programs), mobile phone, copier, scanner, telephone, postage machine, and other standard modern business office equipment.
PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:
Has exposure to chemical compounds found in office environment (e.g. toner, correction fluid, etc.); works in or around crowds; has contact with potentially violent or emotionally distraught persons; this is considered sedentary work and the employee must demonstrate the ability to perform the physical demands required of the position in accordance with the U.S. Department of Labor's physical demands strengths ratings.
In case of emergency, unpredictable situations, and/or department needs, may be required to lift, push, pull, and/or carry objects heavier than D.O.L strength ratings recommend.
MINIMUM QUALIFICATIONS: An example of acceptable qualifications:
Completion of secondary education or equivalent (high school diploma or GED); and
two years clerical or administrative support experience preferred; or any equivalent combination of training and experience which provides the following knowledge, abilities, and skills:
Must possess and maintain a valid State of Ohio driver's license and must remain insurable under the City's vehicle insurance policy.
Any combination of education, training, and/or experience equivalent to the minimum qualifications stated above.
KNOWLEDGE, SKILLS, AND ABILITIES: (*Indicates developed after employment)
KNOWLEDGE OF: clerical and secretarial practices and procedures; business English, spelling, and arithmetic; modern office practices, procedures, and equipment; word processing, desktop publishing, and other software packages; city goals and objectives*; city policies and procedures*.
SKILL IN: use of modern office equipment and software; computer operation; communication; critical thinking; judgment, and decision making.
ABILITY TO: type and transcribe a variety of correspondence; establish and maintain effective working relationships with other employees, officials, and the public, and to deal with public courteously and tactfully; respond to inquiries in accordance with established policies and procedures; maintain records; operate copy, fax, and other office machines; communicate effectively, both orally and in writing; demonstrate professionalism; apply management principles to solve agency problems*.
POSITIONS DIRECTLY SUPERVISED:
None.