Guest Services Coordinator – Oxbow Regional Park

Website Metro

Regional government in the Portland, Oregon Metro area

Apply at www.oregonmetro.gov/jobs before the closing date of November 30, 2022 at 5:00 pm, Pacific Time.

Metro is dedicated to shaping a better future for the greater Portland region. The work the people of Metro do every day benefits the lives of the people who live here, today and tomorrow. We offer a highly competitive compensation and benefits program. Learn more about the benefits Metro offers.

Do you enjoy talking to people, making sure their needs are met and creating a welcoming first impression? Are you a strong communicator, highly organized and motivated to see tasks through to completion? If so, Metro’s park operations administrative team is looking for a guest services coordinator to provide critical office support at Oxbow Regional Park. Come be part of our team!
 
Location: This is an office-based position reporting to Oxbow Regional Park in Gresham. Oxbow Regional Park is not accessible via public transportation.

Schedule: 10-hour days, Wednesdays through Saturdays. The schedule varies based on season, with peak season hours (May through October) of 8 a.m. to 6:30 p.m. and non-peak season hours (November through April) of 7 a.m. to 5:30 p.m. This schedule is subject to change following required union notification protocols and based on business needs. Working at least one weekend day will be required for this role.

As the Guest Services Coordinator you will:
Work towards racial equity
Metro and the Parks and Nature department have made a conscious policy decision to lead with racial equity by centering the voices of Black, Indigenous and other communities of color in how we do our work to accomplish our mission. We strongly value those who bring lived experiences that contribute to success in their role. The guest services coordinator is expected to use a racial equity lens in all of their work.
 
Provide customer service
The guest services coordinator is an important part of our commitment to offering safe, friendly destinations where all visitors feel welcome. While not a requirement, the ability to speak an additional language, specifically Spanish, Vietnamese, Cantonese, Mandarin or Russian is preferred.

Most of the guest services coordinator’s time will be spent serving as the main point of contact for guests in-person, on the phone and through email. Managing picnic and campground reservations is a major component of this customer service role. Oxbow Regional Park has 74 reservable campsites, 1 group camping site and 5 reservable picnic areas. The guest services coordinator is also responsible for responding to general Parks and Nature inquiries from the public, via our main phone line and email address.

Hundreds of thousands of people come to the park every year to enjoy hiking, picnicking, camping, fishing, and floating or swimming in the Sandy River. While the guest services coordinator is the subject matter expert for Oxbow Regional Park, with training, they will also be knowledgeable about reservable areas throughout the Parks and Nature portfolio, including those at Blue Lake Regional Park, Howell Territorial Park, Mount Talbert, Graham Oaks and Scouters Mountain nature parks, and new parks like Newell Creek Canyon and Chehalem Ridge.

Utilize software systems
To manage reservations and purchases, and to generate reports for park operations staff and managers, the guest services coordinator will utilize a newly implemented reservation, registration and point of sale system. Proficiency in this software will be expected after a training period.

The guest services coordinator also provides basic technical support to on-site staff, particularly with Microsoft Office programs, the registration system and may be asked to coordinate support with Metro’s IT help desk.

Serve as emergency dispatch
The guest services coordinator serves as emergency dispatch for Oxbow Regional Park, remaining calm and communicating clearly and concisely in emergency situations. Oxbow Regional Park is in a remote area, and it can take a long time for emergency responders to arrive on site. It is likely that the guest services coordinator will support situations that result in loss of life (e.g., a drowning). Training and resources are provided to guide and support staff through these types of situations, which can occur a couple times per year.

Handle Cash
The guest services coordinator is responsible for accepting payments in person and over the phone. Guest services coordinators accept credit card and cash payments and are expected to manage the register and close batches at the end of their workday.

Provide other duties as assigned
Other typical duties include assisting with general office tasks like printing, laminating, filing and coordinating mailings, assisting with scheduling meeting rooms and scheduling appointments and meetings as requested. The guest services coordinators also serve as back-ups for one another, and this guest services coordinator may provide support to Blue Lake Regional Park as needs arise.

The guest services coordinator will commit to continued learning of diversity, equity and inclusion practices and participate in committees or groups supporting the advancement of racial equity as opportunities become available and align with business need.
 
Teams you’ll be a part of
The guest services coordinator is a member of both the admin and park operations teams and works closely with three other guest services coordinators at Blue Lake and Oxbow parks, a variety of park rangers and park workers, and the park operations management team. This position currently reports directly to the administrative team manager but will report to a new park operations administrative supervisor once that position is filled.

Attributes for success:

  • Ability to foster a workplace that supports equity for all
  • Commitment to advancing racial equity
  • Ability and willingness to be flexible and adaptable to changing priorities
  • Comfortable in emergency situations and being on point as emergency dispatch
  • Ability to provide accurate and timely information to colleagues and guests
  • Adaptive communication style
  • Has humility towards others, recognizing and valuing the diverse cultures and perspectives of the communities we serve
  • Awareness of assumptions and biases
  • Ability to plan ahead and foresee and resolve issues before they escalate
  • Ability to make decisions within provided guidelines and policies
  • Ability to work independently and as a team member

Diversity and inclusion:  At Metro, we’re committed to hiring a workforce representative of the communities we serve, recognizing that a diverse workforce strengthens our organization. We invest in employees by supporting equitable and inclusive hiring practices, employee policies and training programs.

TO QUALIFY
We will consider any combination of relevant work experience, volunteering, education, and transferable skills as qualifying unless an item or section is labeled required. Please be clear and specific in your application materials on how your background is relevant.

Minimum qualifications:

  • Two (2) years of administrative and/or clerical work experience AND
  • High school diploma or GED OR
  • Any combination of education and experience which would provide the applicant with the desired knowledge, skills and ability required to perform the job.

Special Requirements:

  • First Aid/CPR certification required within first six months of hire (provided by Metro).

COVID-19 vaccination requirement:
Metro is committed to ensuring the health and safety for our employees and our community. As a part of this commitment, Metro has implemented a vaccine requirement policy for employees, paid and unpaid interns and volunteers.

Proof of full COVID-19 vaccination is considered a minimum qualification requirement for Metro job applicants. This proof will be requested during the hiring process.

If you require an accommodation under this policy for a medical condition or disability, or sincerely held religious belief, please email benefits.help@oregonmetro.gov.
 
If this statement is true for you, then you may be ineligible to apply:
If I was terminated for cause during any of my employment with Metro, or resigned in lieu of termination, I understand I may be ineligible for rehire for a minimum of 3 years.

Like to have qualifications:
You do not need to have the following preferred qualifications/transferable skills to qualify. However, keep in mind we may consider some or all of the following when identifying the most qualified candidates. Your transferable skills are any skills you have gained through education, work experience, including the military, or life experience that are relevant for this position.

  • Experience troubleshooting, problem solving and working well under pressure with routine interruptions.
  • Commitment to continued learning of diversity, equity and inclusion practices.
  • At least 3 years of customer service and/or receptionist experience in a fast-paced environment.
  • Ability to de-escalate situations/conversations.
  • Ability to speak an additional language, specifically Spanish, Vietnamese, Cantonese, Mandarin or Russian.
  • Experience supporting park, natural area and/or cemetery operations.

COMPENSATION AND REPRESENTATION
Based on the Oregon Pay Equity Act requirements, Metro’s internal equity review process, and the candidates’ qualifications, the appointment will typically be made between $26.24 – $30.38. The full-salary range for this position is $26.24 – $35.16 per hour.

This position is eligible for overtime and is represented by AFSME 3580. It is classified as a Program Assistant II. (Download PDF reader)Classification descriptions are typically written broadly and do not include the specific duties and responsibilities of the positions.

SCREENING AND EVALUATION
The application packet: The application packet consists of the following documents. Please ensure that you upload these documents in your online application. Make sure your application is complete, missing any part of these items could result in an incomplete application and will not be moved forward in the recruitment.

  • A completed online application. Additional materials will not be reviewed.

The selection process: We expect to evaluate candidates for this recruitment as follows. The selection process is subject to change.

  • Initial review of minimum qualifications
  • Candidates meeting the minimum qualifications will be asked to submit responses to supplemental questions
  • In-depth evaluation of application materials to identify the most qualified candidates
  • Consideration of top candidates/interviews
  • Reference check

Questions?
Recruiter: Iyali Osuna
Email: Iyali.Osuna@oregonmetro.gov

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