Family Experience Specialist: Front of House Team
Mission Viejo, CA
Part Time to Full Time
Student (College)
Front of House Team — Front Desk & Guest Services — Mission Viejo and Rancho Mission Viejo, California
Evolution Swim Academy has taught Orange County to swim since 2005, when we began with one instructor and one lesson at a neighborhood pool in Ladera Ranch. We now operate two purpose-built facilities and serve more than 2,000 families each week. We are building the best-in-class hospitality team and if you qualify, we would be honored to meet you.
Our instruction is held to a defined standard. Instructors are trained to a curriculum, observed on the deck, and evaluated against it. We are applying the same discipline to the front of the house.
The Family Experience Specialist on our front of house team is accountable for how families are received in our building: the arrival, the lobby, and every interaction in between. If you have worked as a front desk associate, guest services agent, receptionist, host, or concierge, this is that role at Evolution.
Mission Viejo — 23854 Via Fabricante, Unit G4, Mission Viejo, CA 92691
Rancho Mission Viejo — 28206 Airoso Street, Rancho Mission Viejo, CA 92694
Part-Time and Full-Time | $18.00/hour to start, $20.00/hour after one year
Evolution Swim Academy has taught Orange County to swim since 2005, when we began with one instructor and one lesson at a neighborhood pool in Ladera Ranch. We now operate two purpose-built facilities and serve more than 2,000 families each week. We are building the best-in-class hospitality team and if you qualify, we would be honored to meet you.
Our instruction is held to a defined standard. Instructors are trained to a curriculum, observed on the deck, and evaluated against it. We are applying the same discipline to the front of the house.
The Family Experience Specialist on our front of house team is accountable for how families are received in our building: the arrival, the lobby, and every interaction in between. If you have worked as a front desk associate, guest services agent, receptionist, host, or concierge, this is that role at Evolution.
RESPONSIBILITIES
- Receive families at the front of house and manage the facility throughout the shift.
- Conduct the arrival for trial families, new and returning swimmers, and confirm the details of their first visit in advance.
- Relay swimmer progress and instructor feedback to parents, coordinating with our deck team as needed.
- Resolve enrollment, scheduling, make-up, and billing requests in our system, with professionalism and accuracy.
- Convert trials to enrollments: assess the family’s needs, recommend the appropriate program and class, and schedule the family’s first enrolled lesson.
- Handle customer concerns directly, resolve what is within your authority, and escalate the rest without delay.
- Maintain the front of house: retail, team gear, supplies, and presentation.
- Answer calls at the desk during your shift and support the call center team as needed.
OUR STANDARD
Customer service responds to what a family asks for. Hospitality anticipates it.- Families are greeted on arrival, by name wherever possible.
- Calls are answered promptly. Voicemail and email are returned the same day.
- A family receives an answer, not a transfer, wherever the answer is ours to give.
- A concern is owned by the person who hears about it first.
- What is promised to a family is recorded and followed through.
- The facility is always in pristine condition, and our front of house team owns this.
QUALIFICATIONS
- Sixteen years of age or older.
- Prior experience in a service environment with a defined standard: hotel, resort, restaurant, private club, attraction, spa, or retail. Front office, childcare, or teaching experience is also relevant.
- Composure under volume, and in difficult conversations with parents.
- A warm, professional manner in person and on the telephone, and clear, correct written English.
- Accuracy with records, schedules, and payments, and the ability to learn new software quickly.
- Reliable attendance and punctuality.
- Conversational Spanish is an advantage.
SCHEDULE
Part-time and full-time schedules are available. Indicate which shifts you are available for. Weekend start and end times follow the class schedule and Intro to EVO times.- Monday to Friday, 9:00am – 12:00pm
- Monday to Friday, 2:45pm – 7:00pm
- Saturday or Sunday, 7:15am – 12:30pm
- Saturday or Sunday, 8:45am – 2:15pm
COMPENSATION AND ADVANCEMENT
- $18.00 per hour to start.
- An increase of $0.50 per hour every three months through the first year, reaching $20.00 per hour at twelve months. Increases continue thereafter.
- Paid initial training and paid quarterly training.
- Consistent weekly hours.
- Promotion to Senior Front of House after two years for team members who meet our criteria.
TO APPLY
Submit your application here. Qualified candidates will be contacted for a brief phone conversation, followed by an in-person interview at the location you are applying to.Mission Viejo — 23854 Via Fabricante, Unit G4, Mission Viejo, CA 92691
Rancho Mission Viejo — 28206 Airoso Street, Rancho Mission Viejo, CA 92694
Physical requirements: standing and seated work at the front of house in a busy, moderately loud environment, with occasional lifting of supplies and retail stock up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Evolution Swim Academy is an equal opportunity employer.Apply for this position
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