Your Role

Our vision

Outstanding Customer Service people talk about.
More People, More Active, More Often.

Are you reflecting the Cockburn ARC vision statements every shift, every customer, everytime?

Face to Face Customer Service

Attend to customers immediately.
Thank customers for the wait if it is over 3 minutes
Greet every person with more than one word greeting -Hello, how can I help you today?
Close each transaction in a personalised way -Thank you and have a great swim.
Serve customers before answering the phone
Remain stationed at designated POS computer
Do not congregate in groups
Give eye contact to customer when walking up from the queue
Maintain eye contact during transaction
Speak clearly with a professional tone of voice
Take ownership - don’t pass the buck
Open body language
Contractors and pool deck customers take priority over customers in the line
Deliver high quality customer service in line with the City’s Customer Service Charter.

Shift Standards

Ensure you arrive at your POS on time
Personal belongings in staff room lockers
No mobile phones
No eating / chewing gum on reception
No staff to staff conversations in front of customers
Water bottle / keep cups not visible
Staff members not speaking across counter
Only reception staff behind counter
Always use positive language on reception
No personal use of computers while of shift

Uniform
All team members are to maintain a professional standard of personal dress and grooming at all times.
Staff must be in correct uniform outlined below-

Corporate Cockburn ARC shirt
Black pants/skirts only
Black hair accessories only

Skirt Length:-without tights (slightly above knee), with tights (mid-thigh)

Name badge at all times, if you do not have yours – please wear a spare one (found in CSS draw)
CSO jackets - place name badge on jacket
Neat clean hair, out of face at all times
No excessive jewellery
Black hairbands/accessories only

Phone Etiquette

Answer with: Thank you for calling the Cockburn ARC, this is (your name). How can I help you today?
When placing a customer on hold: Do you mind if I place you on hold? (wait for reply, then place on hold)
When returning from hold: Thank you for waiting,... How can I help you today?
When transferring a customer: Do you mind if I place you on hold while I transfer your call?
Do not transfer a call to another area without announcing yourself and receive approval to transfer
When picking up a transfer: Hello, my name is (name). How can I help you today?
When closing the call: Is there anything else I can help you with today? (wait for reply) Thank you for calling.

Taking Messages/ Sending Emails

When taking a message the following details must be recorded-

Date
Time of enquiry
Name of customer
Nature of enquiry
Contact number/email address

Ideally all messages should be emailed to the relevant person and must be written clearly with detailed notes in customers PG account.

Information requests

Ensure any information given either verbally or written is clearly communicated.
If we don’t know the answer to any customer question, we make every attempt to find out the information for the customer in a timely manner.
Close the transaction with “is there anything else I can help you with.”

Please ensure customers aren't given a specific timeframe they will be contacted back. You may like to finish by saying- "I will have a staff member be in contact with you as soon as possible".

Rostering / Where You're Working

WYW is a template, your roster is transferred to a WYW template.
Rostering and WYW are transferable to suit daily POS, Level 1 and Phone demands

Concierge duties

Based in front of the turnstiles
Ensure customers are going through one at a time.
Assisting customers to scan through with their fobs/bands
Helping place watch around water bands on in the line / explain the watch around water band policy
Tidy retail /assist customers with retail
Radio cleaners if the floors are getting too wet or get a towel and clean
Direct customers to the line and answer enquiries where needed

Saved to each pos Complete each shift

Opening and closing CSO to complete relevant shift report
Keep shift report tab open, they don't pre save
Run through opening / closing duties
Found in reception emails

Open Duties - Settling POS

Settling POS – Morning Duties

All 6 reception computers need to be settled each morning - eftpos machines must be in cradles to begin.

Click arrow bottom right of screen
Double click the green C icon
Click the Ctrl Panel
Click Settle
Once complete it will ask if you want a transaction list- click no

Write the POS number on the corresponding print out.
Staple them all together and place in black tray on CSO Supervisor desk in the correct day.

Troubleshooting - If there is no green C icon.

File explorer
C:Drive
PC_EFT
Look for green C – EftClntUI.exe

Closing Duties - Tilling Off

All 6 reception computers need to be tilled off each night.

Click … (3 dots) > close shift

Pop up window appears

Cash state = $250 Float (pos 1 – 4 ) or $0.00 for level 1
Cash to bank = takings for corresponding pos
Generate report > Click into report > Print – Ensure print is successful before closing report

Reports can only be generated once.

Companion Card Entry Process

Casual patron with companion card is charged according to needs (swim, wellness, slide)
Companions enter free of charge - attach companion card free to transaction
Concession card must be shown for concession pricing
Band both the patron and companion/s

Your Role

Outstanding Customer Service people talk about. More People, More Active, More Often.

Are you reflecting the Cockburn ARC vision statements every shift, every customer, everytime?

Contact Us

Outstanding Customer Service people talk about.
More People, More Active, More Often.