Front Desk Evening Manager

• Manage the Front Desk staff communicate all updates to the Front Desk staff in a timely manner via email or meetings.
• Scheduling of Front Desk staff.
• Provides excellent service to members, guests, and program participants in the facility and on the phone, contributing to member retention.
• Display leadership that requires skill, energy, passion, and optimism.
• Interviews and/or tours prospective members; sells memberships.
• Works with the Membership Director to handles and resolve membership concerns or unresolved issues.
• Applies all YMCA policies dealing with member services.
• Able to handle money and balance cash drawer.
• Ability to communicate and work with other departments.
• Handle other duties as assigned by the Membership Director or senior staff.

Specific Responsibilities:

• Greet all members that enter the YMCA in a warm, pleasant, and professional manner
• Provide excellent service by greeting each person that enters the Y, assist in scanning members’ cards, monitor and control access to the facility, process membership sales, provide tours to prospective members, register members for programs, and troubleshoot member issues
• Be outgoing and take the initiative to build committed and connected long-term relationships with members
• Be able to respond to member requests in a timely and effective manner
• Work as a team member; respect fellow Y employees and be professional in communications
• Handle additional tasks as they are needed
• Handle day-to-day operations of the front desk (phone calls, membership communications, emails, memberships, registrations, deposits, etc)
• Possess a strong understanding of all programs, activities and services, with the ability to provide members detailed, accurate and timely information regarding schedules, costs, programs and facility information
• Strive to be an expert in Daxko Operations and be able to function and operate the program effectively during high traffic periods
• Accurately input membership and program registrations into Daxko and be able to process the associated dues and/or fees
• Answer phones in a polite, professional manner, ensuring calls are routed to the appropriate departments and messages are accurate and given to the intended person
• Open and/or close the facility according to established procedures
• Handle emergencies as they arise. Complete incident reports as required
• Assist in the training and development of new Front Desk staff - as needed and/or requested
• Communicate pertinent information with the Membership Director
• Adhere to and enforce all YMCA policies and procedures; also ensure that members are aware of policies and procedures that apply to members
• Maintain privacy requirements by not sharing personal, financial or credit information about members including but not limited to, phone numbers, addresses, program participation, financial information or personal situations
• Attend all required staff meetings and trainings
• Handle other duties as assigned
• Verify cash drawer contents at beginning and end of shift
• Complete shift close-outs accurately
• Process payments for membership and programs
• Create automatic and reoccurring payments