Receptionist

Receptionist

To provide the highest level of service to users of the Sport and Recreation
Position Purpose:

Centre on weekends and provide oversight and functional responsibility for
weekend casual staff and an array of front-facing duties.

Department: Massey University Sport and Recreation Centre

Location: Palmerston North

Reports to: Team Leader Operations & Member Services

Responsible for: N/A

Delegations: N/A

Job Title:

Key relationships: Internal External
Reception team members Recreation Centre Stakeholders
Manager High Performance Massey University Students
Strength & Conditioning Massey University Staff
Administration officer Community Stakeholders
Clubs & Wellbeing Coordinator
High Performance Coordinator
Sport Coordinator

Massey University: We are a world-leading university in many academic disciplines and fields
of research. Our point of difference is research that is connected to
community and industry. Our researchers are developing expertise and
skills to advance human knowledge and understanding. Working together
across disciplines and locations, we solve national and global problems
through fundamental, applied, and interdisciplinary research, while
culturally and artistically enriching our world.

We are deeply committed to being a Te Tiriti-led university,
demonstrating authentic leadership in contemporary Aotearoa New
Zealand as we uphold Te Tiriti o Waitangi, the founding document of our
nation, and its principles through our practice. We embrace this not just
as an obligation but as a real opportunity for the nation and its people.

Our educators are preparing a new generation of global leaders. Our
students are diverse and are attracted to Massey because they want to
achieve their personal goals or make their mark in the world. They
experience world-class learning that recognises their intellectual and
cultural strengths, expands their horizons and prepares them to
contribute to a rapidly transforming world with skills, critical and creative
thinking and leadership.

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We will be renowned for our passion and caring attitude. All Massey
campuses will be innovation ecosystems, acting as magnets for smart
enterprises. Wherever we are, we will operate in partnerships founded
on respect, trust, and mutual benefit. Massey is not only defined by what
we do, but by how we do it.

About this area At Massey Sport and Recreation Centre we're committed to providing our
students, staff, and the wider community with the finest of sport and
leisure facilities. Our mission is to ensure that all those we engage with
will Have Fun, Be Active & Live Well.

Massey core capabilities

At Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, we:

• Demonstrate awareness of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand

society

• Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and

the people we serve.

• Embracing Te Reo in relevant and practical ways in our workplace interactions and engagement

with external stakeholders, giving expression to Tikanga Māori and protocols that
demonstrates that we respect and value Māori conventions in appropriate settings.

At Massey we work together with mutual respect and caring, we:

• Act with integrity and trustworthiness and give credit to others for the work they do.
• Work cooperatively and inter-dependently to foster and promote the One University approach
• Share knowledge and communicate professionally with courtesy and mutual respect.
• Are ethical in all transactions, working within the parameters of our policies and procedures.
• Are direct, truthful and maintain confidentiality.
• Seek to understand and appreciate our differences.
• Are ethical in all transactions, working within the parameters of our policies and procedures.
• Are direct, truthful and maintain confidentiality.
• Seek to understand and appreciate our differences
• Keep ourselves and others safe; work together to embrace with the University's health, safety

and wellbeing policies, procedures, and programmes; display commitment by actively
supporting all safety and wellbeing initiatives: and by actively engaging in health and safety
improvement opportunities.

At Massey we are future-focused, results- oriented and strive for excellence. we:

• Take ownership and responsibility for delivering results to support achievement of University

objectives.

• Provide the best quality services to our customers (internal and external) ensuring our

students/ stakeholders are at the heart of everything we do.

• Deliver or support world-class research, teaching and learning and citizenship.

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• Take personal responsibility for our performance, take pride in doing our job well, and commit

to ongoing personal and professional development

• Are motivated and create a positive working environment where our values are reinforced.
• Anticipate and respond with agility and resilience to the changing needs of the University and

the communities we serve.

• Seek ways to improve our services to deliver in an efficient and effective way.
• Embrace technology and apply this innovatively to better meet the needs of those we serve.
• Challenge ourselves to reach our potential and help bring out the best in others.
• Understand how what we do contributes to the objectives of the University.

Accountabilities

Customer service and • Provide a consistent level of service which meets expectations of
service delivery quality, timeliness, reliability, and utility.

• Ensure all users of and visitors to our facility are welcomed and

provided with friendly front-line service

• Generate customer rapport and build relationships to foster member

retention.

• Develop an understanding of all products sold to be able to accurately

respond to customers’ enquiries and needs.

• Provide prompt resolution or referral of any customer

concerns/inquiries.

• Monitor facility activity and assist with event set-up as required.
  

Administration • Cashing up duties: ensure monies balance to transaction listings, note

errors to assist other staff reconcile those transactions and, wherever
possible, correcting any errors to ensure transactions are accurately
recorded on the till.

• Ensure brochures, paperwork and other materials are kept stocked and

up to date, informing the Team Leader of any errors or orders required.

• Ensure all contracts and other paperwork is completed fully by

customers, data is entered accurately into the database, and paperwork
is stored according to required standards.

• Keep the reception area clean and tidy, managing laundry and ensuring

all hired equipment is returned and cleaned before being put away.

• Assist with other tasks as required by management.
• Complete administrative duties for Churchyard Physiotherapy including,

but not limited to, arriving clients, receipting payments, processing
consent forms, resolving or redirecting customer queries, and daily
banking.

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Health & Safety • Identify areas of concern in the workplace and refer them to the

Operations & Member Services Team Leader.

• Ensure all team are aware of and comply with Health and Safety

procedures.

• Learn and follow the evacuation procedures for the facility.
• Understand how to correctly clean all equipment and areas and

complete this regularly and thoroughly.

Qualifications and Experience

Qualifications A current First Aid certificate is desirable.

Experience • Customer Service experience.

• Cash handling and EFTPOS experience.

• Experience learning and working with customer service or sales

software systems.

Capabilities - Behaviour

Communication • Can communicate clearly, effectively, and professionally, either by verbal

Essential or written means, with people at all levels of the organisation and with the
wider community.

• Leads by example to achieve team service outcomes.
• A good team player, i.e., a willingness to contribute and work effectively

within a team, but to also work autonomously.

Organisation • Self-motivated, requiring limited direction to prioritise and complete

multiple tasks. Essential

• Analyses issues to ensure prompt problem-resolution.
• Detail-oriented and accurate.

Time • Plans effectively to ensure daily tasks are completed efficiently and to
management a high standard.

• Handle pressure and manage multiple tasks at once. Essential

Work ethic • A high standard of personal integrity, discretion, and tact, maintaining

confidentiality.
Essential

• Punctual and well-presented.
• Reliable.
• Passionate about the delivery of excellent customer service.

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Capabilities - Technical

Computer and • Competence with Microsoft products.
software use • An ability to learn software and systems quickly.
Essential • Execute processes consistently and accurately.

Pre-employment checks

• Requirement to pass a Criminal and Traffic Convictions

Essential (Security) Check performed by the Ministry of Justice.

• Requirement to pass a Credit History and No Asset Procedure

(NAP) Credit History Check performed by Veda Advantage
Personal Information Services.

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