Aquatics Guest Services Coordinator

Be a part of a dynamic team whose common goal is to make a difference in our community.

It is amazing to know that by being a part of the City of Idaho Falls team, you would be doing important work for our community that affects people's lives. Every day brings new challenges and rewards!

Job Description:

General Purpose

Performs a variety of administrative, operational, financial, and customer service duties related to the daily operation of the Aquatic Center. Oversees front desk operations, cashier staff, customer service initiatives, registration systems, financial processes, facility administration, and marketing efforts to ensure efficient and professional service delivery.

SUPERVISION RECEIVED

Works under the general guidance and direction of the Aquatics Manager.

SUPERVISION EXERCISED

Provides direct supervision to part-time Cashiers and front desk personnel. Provides leadership and support to customer service staff while ensuring consistent operational standards and exceptional guest experiences.

Essential Functions

• Directs and oversees daily front desk operations to ensure exceptional customer service, accurate financial transactions, secure facility access, and a positive guest experience.
• Leads the recruitment, onboarding, training, scheduling, supervision, performance evaluation, and professional development of cashier and customer service personnel.
• Develops and administers workforce schedules to maintain appropriate staffing levels while balancing operational requirements and labor budget objectives.
• Serves as the primary point of contact for escalated customer concerns, membership issues, program inquiries, and service recovery efforts, ensuring timely and effective resolution.
• Administers front-end financial operations, including cash handling procedures, daily deposits, reconciliations, refunds, transfers, account adjustments, and related financial controls.
• Manages and maintains CivicRec program administration, including memberships, facility reservations, program registration, participant records, and related system functions.
• Maintains accurate operational records, customer accounts, program data, facility usage reports, and administrative documentation to support informed decision-making and regulatory compliance.
• Develops and coordinates marketing, communications, and outreach initiatives, including promotional materials, website content, digital communications, registration campaigns, and community engagement efforts.
• Collaborates with aquatic leadership staff to maximize program visibility, enrollment, customer retention, and community participation.
• Oversees the procurement, inventory, and distribution of vending products, office supplies, and front desk operational materials.
• Develops, implements, and maintains standard operating procedures (SOPs), training resources, customer service standards, and administrative policies and procedures.
• Promotes employee accountability and operational excellence through coaching, performance management, staff development, and continuous improvement initiatives.
• Maintains current knowledge of aquatic operations, customer service practices, registration software systems, financial procedures, and industry best practices.
• Conducts routine facility inspections and monitors facility conditions, water temperatures, and water quality indicators to support safe and effective operations.
• Coordinates maintenance and repair requests with the Aquatics Manager and Maintenance Department to ensure facility readiness and operational efficiency.
• Provides visible leadership and operational support during peak attendance periods, special events, and emergency situations.
• Assists with facility maintenance activities and operational support functions as needed to ensure continuity of service.
• Serves as a communication liaison between front desk personnel, aquatic staff, supervisors, coordinators, and management to promote effective information sharing and organizational alignment.

Performs related duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience:

• High school diploma or equivalent.
• Three (3) years of experience in customer service, recreation administration, aquatic operations, business administration, hospitality, or a related field.
• One (1) year of supervisory, scheduling, administrative, financial, or leadership experience preferred.

Special Qualifications:

Must currently hold certifications or be able to obtain within 3 months of employment.

• Certified Pool Operator (CPO)
• CPR/AED and First Aid Certification
• Oxygen Administration Certification
• Valid Driver's License

Preferred Qualifications:

• American Red Cross Lifeguard Certification
• American Red Cross Water Safety Instructor Certification

Work Environment

Tasks require a variety of physical activities generally involving muscular strain. Physical demands may occur in activities related to walking, standing, stooping, sitting, reaching, lifting, etc. Talking, hearing and seeing required in the daily performance of job duties. Occasional exposure to environmental and work hazards resulting from working in a hot and humid aquatic environment. Mental application utilizes memory for details, emotional stability and discriminating thinking and creative problem solving.

Pay Range:

$20.10 - $21.82

Benefits:

Full-time employees are eligible for our comprehensive benefits program which includes medical, dental, vision and life coverage. You will also be eligible for retirement benefits through PERSI. PERSI is a defined benefit plan that offers guaranteed retirement benefits for full-time employees.