CUPE 23.24 Facility Booking Clerk (PFT)

at  Norfolk County

BASIC FUNCTION:

• Coordinate and administer the Facility Rental and Allocation Policies, focusing on scheduling and organizing facility bookings (including arena ice/floor, sports fields, halls, meeting rooms, pavilions and pools) and program registrations, as requested by user groups and individuals.
• Work closely with the customer and staff to ensure efficient use of County facilities and programs and maintain current accounts on all users for billing, refund of deposits and daily changes to accounts and maintain up to date information in both areas of user groups and the individual facilities.
• Provide Front line Customer Service ensuring that the public is greeted in a prompt, professional and service oriented manner and the County’s standards for customer contact and telephone protocol are not only met but also exceeded.
• Provide administrative services associated to the facility booking function as well as program registration.

POSITION DESCRIPTION:

• Responsible for building and maintaining master schedules for the County’s indoor and outdoor recreational facilities/sports fields, including seasonal bookings, one-time bookings and special events, while ensuring information is provided in a timely and efficient manner regarding rentals, explaining processes, timelines and forms required for facility booking applications.
• Coordinate, maintain and administer the seasonal allocation processes for recreation facilities including arenas, pools, multipurpose spaces and sports fields for user groups and school groups to maximize capacity use; includes identifying, negotiating and resolving schedule conflicts between user groups according to departmental policy.
• Organizes and attends annual meetings with season permit holders for arenas and sports fields.
• Coordinate the completion of facility booking applications, special occasion permits and contracts for recreation facilities (arenas, sports facilities, halls and meeting rooms, parks, pavilions and pools) including determining availability, preparing contracts, administering amendments to contracts, ensuring attention to detail to avoid conflicts and double bookings while having a goal of maximizing utilization.
• Ensure facility users meet deadlines during process of allocation and rentals.
• Ensure records for rental contracts are current, accurate and complete documentation is received prior to use.
• Research, develop and maintain department policies and procedures, specific to allocation processes and rental policies.
• Interprets County Bylaws, Policies and procedures and applicable Acts throughout the client’s booking or service request process and provides guidance in relation to special events, events requiring special occasion permits and requirements of the AGCO and Liquor Control Act.
• Monitor and coordinate responses to facility booking email inbox and voicemail.
• Provide training as well as day-to-day leadership, guidance and support to Recreation Customer Service representatives assisting with the facility booking/program registration function to ensure bookings, registrations and payments are processed effectively.
• Act as liaison between permit holders, Operations staff, and internal stakeholders communicating event set ups, special requests, schedule changes and facility interruptions.
• Manage and maintain the facility booking module of the Recreation Management System, including the online portal.
• Provide input during the annual user fee by-law process for facility space, amenities and administrative items.
• May assist in the collection and reconciliation of payments for various recreation activities; Including Entandem (SOCAN and ReSound) tariff fees and the Facility User Insurance Program.
• May perform duties of the Recreation Customer Service Representative as required at the Simcoe Recreation Centre. This may include greeting customers at main reception area, responding to telephone, email and counter inquiries, issuing memberships, processing registrations, taking payments, preparing receipts, processing cash summaries and daily deposits, reconciling payment transactions with respect to County Recreation Management software, handling complaints and providing information on upcoming events in the County.
• Research, prepare, produce statistical/financial data and documents for management staff on facility rental issues making recommendations as required; may be required to present information at public meetings and staff meetings.
• Reports immediately, to the designated supervisor, all accidents or injuries and activates emergency procedures as required. Detects and reports observed hazardous conditions, practices, and behaviours in the workplace.
• Perform other duties as assigned.

KNOWLEDGE AND EXPERIENCE:

• A minimum of a two-year post-secondary education in office administration, business management, finance or an undergraduate degree in a related field
• Over two up to and including three years’ experience in the same or related field, or an equivalent combination of education, training and experience in a coordination/facilitative role
• Additional knowledge of tourism, recreation, and sport considered an asset
• Valid Standard First Aid with CPR-C or ability to obtain

SKILLS AND ABILITIES:

• Verbal communication skills including listening, courtesy, tact, discretion, explanation, and judgement.
• Written communication skills including grammar, spelling skills for proofreading, editing, and writing of reports and presentations.
• Exceptional customer service and time management/organizational skills
• Ability to work under pressure with constant interruptions, rapidly changing priorities and deadlines
• Computer expertise in corporate standard software (Microsoft Office) and department specific software (XPLOR Recreation Inc)
• Proficient in the use of Recreation Management Software considered an asset
• Proven initiative and ability to work independently with minimal direction and capable of working with a team to manage projects and events
• Analytical, problem solving, decision-making skills, detailed oriented, able to focus and capable of multi-tasking.
• Knowledgeable in County organizational structure, services, and location of services and personnel
• Detailed knowledge of cash handling procedures, including the operation of Point of Sale systems, balancing cash, and preparation of daily deposits.
• Detailed knowledge of facilities, services, products, and software programs within the County; with demonstrable ability and superior skills to receive, fully process, deliver, sell and provide detailed information to clients
• Ability to maintain good working relationships with other County personnel, community organizations and the general public
• Working knowledge of related legislation and regulations; ability to exercise sound judgement in interpretation and application of related regulations, policies and procedures (including, but not limited to Liquor Control Act, Occupier’s Liability Act, Parks and Recreation Ontario (PRO) and Ontario Recreation Facilities Association (ORFA) Best Practices, and Norfolk County Bylaws and PoliciesMust be available for occasional evening or weekend shifts.
• Valid Ontario driver’s license and access to a reliable vehicle
• Must be aware of safe work practices as they relate to job responsibilities and work environment, and have the basic understanding of the Occupational Health and Safety Act

Please refer the Job description for details