SMG Lead Destination Services Representative in Ontario, California


Position Title: Lead Destination Services Representative

Department: Destination Services

Reports To: Destination Services, Supervisor/Manager

Classification: Hourly, Full-Time

Position Summary: Lead representative of Guest Services Team at the California Welcome Center, Ontario Mills. The Destination Services Representative is typically the guest's first interaction and it is our duty that our guests be welcomed and acknowledged with courteous, professional and positive customer service. As a Lead Destination Services Representative, you are responsible for ensuring that our team provides the highest level of guest service and that our standards are met and maintained always. With a combination of a passion for the job and the right communication, you have the ability and empowerment to make the guest's experience more than memorable. A Lead Destination Services Representative must have a positive and professional upbeat personality with a desire to deliver outstanding customer service to our guests and offer support to the Destination Services Supervisor and Manager.

Essential Functions:

  • Professional customer service etiquette and attire
  • Excellent written and verbal communication, interpersonal and problem-solving skills
  • Proficient in MS Word, Office, Excel, and general computer functions
  • Service-oriented, team player with a great attitude
  • Ability to multi-task in a fast-paced environment
  • Cash handling, POS/Register experience
  • Maintain satisfactory attendance and punctuality
  • Must be able to lift at least 40 pounds
  • Flexible schedule (Mornings, Afternoons, Evenings, Weekends, some Holidays)
  • Local and Statewide tourism knowledge a plus
  • On-site training support for new hires on POS functions, Company Policies, and Standard Operating Procedures.
  • Assisting Destination Services Supervisor and Manager with additional tasks and projects
  • Taking on leadership responsibilities in the absence of Destination Services Supervisor and Manager


Required: High School Diploma or GED.

One to two years' experience in Customer Service/Retail field.

Preferred: Previous experience in Tourism/Hospitality industry.


Valid California Driver's License (DMV)


Knowledge of:

Customer Service



Computer software, including Microsoft Word and Excel

Ability to:

Read, write, and speak English. Bilingual a plus.

Communicate effectively both verbally and in writing

Be detail oriented

Present a professional appearance and demeanor always during the workday

Establish and maintain effective working relationships with tenants, employees, and the public

Skill to:

Operate modern office equipment, including computer, fax, phone, and copy machine

Physical and Environmental Requirements:

This position requires lifting to 40 lbs. without assistance; standing for more than 70% of the workday; some sitting, bending, and stooping may be required.

HR Coordinator Recruiter- Terri Wallace

SMG‐Ontario Convention Center

2000 E Convention Center Way, Ontario, CA 91764

Applicants that need reasonable accommodations to complete the application process may contact

(909) 937-3000.

SMG is an Equal Opportunity/Affirmative Action employer, and encourages Women, Minorities, Individuals with Disabilities, and protected Veterans to apply. VEVRAA Federal Contractor.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled