Key Responsibilities

• Leadership: Provide leadership and direction to front desk staff, ensuring they understand their roles and responsibilities.
• Customer Service: Deliver excellent customer service to all members and guests, addressing inquiries, concerns, and feedback promptly and professionally.
• Safety and Security: Maintain a safe and secure environment by enforcing YMCA safety protocols and monitoring access to the facility.
• Problem Solving: Handle any issues or conflicts that may arise during the shift, utilizing effective problem-solving skills and conflict resolution techniques.
• Membership Support: Assist with membership inquiries, sign-ups, renewals, and cancellations as needed.
• Facility Oversight: Conduct regular walkthroughs of the facility to identify and address maintenance issues, cleanliness concerns, and safety hazards.
• Training and Development: Train new front desk staff on procedures, policies, and customer service standards. Provide ongoing coaching and support to ensure staff performance meets expectations.
• Emergency Response: Be prepared to respond to emergencies, including medical incidents, accidents, and facility evacuations, following YMCA protocols and procedures.

EXPECTATIONS

• Professionalism: Maintain a professional appearance and demeanor at all times, serving as a role model for front desk staff.
• Reliability: Arrive punctually for shifts and fulfill duties reliably and consistently.
• Communication: Communicate effectively with staff, members, and management, both verbally and in writing.
• Adaptability: Adapt to changing circumstances and prioritize tasks effectively in a fast-paced environment.
• Customer Focus: Demonstrate a commitment to meeting the needs of members and guests, going above and beyond to ensure their satisfaction.
• Problem Solving: Demonstrate strong problem-solving skills and the ability to handle difficult situations with tact and diplomacy.
• Teamwork: Collaborate with other staff members and departments to achieve common goals and enhance the overall member experience.
• Attention to Detail: Pay close attention to detail in all aspects of the role, including leading, documentation, and facility maintenance.
• Safety Consciousness: Prioritize the safety and security of all individuals within the facility, proactively identifying and addressing potential risks.
• Commitment to Mission: Embrace and embody the mission, values, and goals of the YMCA, promoting a welcoming and inclusive environment for all.