Senior Front Desk Agent

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #Senior Receptionist

Union: CUPE Local 5167

Duration: This is a periodic posting to fill all vacancies. Vacancy Type: This posting will be used to fill current vacancies, as well as any further vacancies which arise during the period noted above.

External applicants are considered only after the internal posting process has been completed. Reporting to the Aquatic or Recreation Supervisor, the Senior Receptionist provides cashier services, sales support for drop-in clients, program administrative support and customer service at recreation and senior’s recreation facilities by phone and by email. Acts as a resource person for the public.

Performs receptionist duties (e.g. provide directions and basic information).

Responsible for the daily operation of the reception desk by being familiar with operating procedures such as opening, closing, customer service and cash management.

Provides customer service by receiving and answering routine inquiries from Recreation clients in person, electronically by email or by phone in a polite and courteous manner. Respond to customer service complaints and concerns; follow up with customers as required. Refers inquiries, complaints and problems to the Supervisor or designate, as required.

Enters payment information into point of sale software.

Receives and processes registration forms and memberships by inputting client information into point of sale database. Creates and maintains Legend client accounts. Generates and prints Daily Cash Reports from point of sale software; Responsible for any cash overages or shortages during shift. Maintains up to date knowledge of Recreation Division policies, practices, programs and services.

Inputs rental bookings into point of sale software as approved by supervisor or designate.

Processes refunds for clients as approved by supervisor or manager following defined policy and procedures.

Prepare absence reports for part-time staff as requested by supervisor. Photocopies paperwork for clients, staff and other office personnel as requested.

Basic data entry into provided templates for attendance for supervisor or manager as requested.

Monitors the lobby area and secures work area when leaving the reception area.

Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Previous business office experience related to duties listed above normally acquired by a combination of education and relevant work experience.

Above Average Interpersonal, Communication And Customer Service Skills Required.

Possesses excellent verbal and written communication skills with the ability to clarify City procedures and policies to the public.

Must possess ability to relate well to staff and the general public, including seniors and youth.

Working knowledge of Microsoft Office Word, Outlook and Excel software.

Must be able to read and write English and perform simple arithmetic and fill in simple reports/logs. Working knowledge of database and point of sale software systems (knowledge of Legend database would be an asset).

Knowledge of City programs and services offered through the Recreation Centres is an asset and can be gained by visiting a Recreation Centre and/or by visiting us at

Must be available to work rotating shifts including days, evenings, weekends and holidays.

NOTE: As a condition of employment, the successful applicant(s) will be required to obtain, satisfactory to the City of Hamilton, a Criminal Record & Judicial Matters (CRJM) Check at their own expense prior to beginning work in this position.

Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.