Facility Bookings Clerk

Position Summary

Reporting to the Supervisor, Recreation Business Services the Facility Bookings Clerk will issue legal permits for the usage of all City facilities, including community centres, outdoor spaces, arenas, and equipment.

Key Duties and Responsibilities

• Receive and track client requests online, by email, telephone, fax, and in-person for long-term and short-term clients including requests for parks, halls, gyms, meeting rooms, arenas, sports fields, picnics, art exhibitions, equipment, third-party events and leagues
• Communicate directly with clients to confirm availability of the requested facility, and to find out booking details such as purpose of use, and expected participants
• Ensure all documentation is accurate including client signatures, permit-holder insurance, third-party insurance, rosters, membership lists, executive lists, financial statements, and waivers
• Following City policy and procedures collect and process payments via Credit Card, Cheque, or set up a payment schedule based on the type of group
• Balance and verify daily bank deposits
• Print reports to determine the payments currently owing from customers on a continual basis and follow up with clients with an outstanding balance
• Respond to all general inquiries and customer complaints pertaining to facility services and amenities, and direct complaints and feedback effectively to come to a resolution
• Work with management and coordinator staff to obtain approval for unusual booking requests and record their approval for future reference
• Create and maintain all affiliation database and files
• Collect pertinent documents to ensure all group information is up to date, including insurance papers, financial statements, executive lists, member lists, residency, and board of directors
• Greet customers, handle general public inquiries, answer telephones and re-direct calls
• Open, sort, and distribute facility mail
• Oversee main floor functions such as Office supplies, accept deliveries, and re-stock
• Prepare statistical data reports for management and other internal customers as required
• Maintain facility booking procedure manual

Duties and Responsibilities Cont'd (if applicable)

Education and Experience

• High school diploma
• Minimum 1 year related work experience in an office environment.
• Previous experience working in a municipal recreation setting would be an asset.

Required Skills/Knowledge

• Excellent customer service skills including working collaboratively with staff teams, agencies and external contacts
• Well-developed secretarial, computer, and keyboarding skills, with a thorough working knowledge of Microsoft Office and the ActiveNet – facility booking in particular
• Must be a team player
• Working knowledge of municipal legislation, regulations, and guidelines
• Proven interpersonal skills to foster and maintain cooperative working relationships with a variety of internal stakeholders, demonstrating high proficiency in conflict resolution and negotiation skills
• Demonstrates good judgment and makes sound decisions
• Shows commitment to personal growth, development, and leadership opportunities
• Shares new ideas and challenges the status quo
• Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust
• Takes initiative to participate in a culture of learning, mentoring, and sharing
• Contributes to building and being a part of a positive culture
• Demonstrate the City’s corporate values of care, collaboration, courage and service

Leadership Competencies