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Job Summary:
The Welcome Desk Lead will provide support to the Membership Manager for oversight of daily operations of the Welcome Desk and the Welcome Desk Associates. Responsibilities include assisting in welcome desk operations, kiosk and POS operations, customer relations, oversight and management of cash handling, implementation of all Kroc sales, scheduling and supervision of the Welcome Desk. This position is a key member of the Strategic Planning & Development team and serves under the direction of the Membership Manager.
The Welcome Desk Lead must have excellent inter-personal skills and a love for people and problem-solving. This position is a key direct line position and requires the person to be unflappable and keen showing Christian hospitality at all times.
- Key Areas of Responsibility:
- Assist in management of daily operations of the Welcome Desk; assumes lead supervisory role in absence
of Membership Manager.
- Assist in management of all Welcome Desk Associates. Recommend various personnel actions to the
Membership Manager, including discipline, staffing, employee feedback, training needs, etc.
- Assist in development and implementation of all welcome desk processes and procedures.
- Provide world class customer service to the community; see that all customers, clients and members are
given prompt and courteous service, with an attitude of Christian hospitality.
- Responsible for POS transactions and cash handling procedures at the Welcome Desk.
- Responsible for all back-end data entry into CCMS software.
- Specific Functions:
Assist in management of daily operations of the Welcome Desks.
- Work closely with the Membership Manager to manage membership renewals, special promotions, etc.
- Assist in giving oversight to the day-to-day operations of the Welcome Desk. Be knowledgeable and helpful regarding all areas of the Kroc Center.
- Assist in creating clear communication to and from the Welcome Desk.
- Manage membership files and changes to the accounts.
- Verify membership and daily pass users.
Assist in the management of all Welcome Desk Associates
- Assist in the interviewing, training, evaluation and scheduling of welcome desk attendants assuring customer service goals and fiscal responsibility.
- Provide supervision to Welcome Desk Associates. Report regularly to the Membership manager on
staffing issues
- Assist in maintaining clear channels of communication with staff, guests and program participants. This includes understanding programming and marketing promotions.
- Assist in developing, implementing and scheduling regular monthly in-service trainings, reviews of staff, consistent disciplinary action, and staff motivations.
Assist in development and implementation of all Welcome Desk processes and procedures.
- Work with the Membership Manager to implement communication tools for the Welcome Desk.
- Work with the Kroc Center Directors to maintain the information hub of the Welcome Desk.
- Work with the Membership Manager to suggest new and maintain continued Welcome Desk best practices.
- Maintain a safe working environment by using sound judgment and report all issues with procedures to the Membership Manager.
Provide world class customer service to the community; see that all customers, clients and members are given prompt and courteous service with an attitude of Christian hospitality.
- Be an ambassador for the Kroc Center by giving tours, promoting the center and selling memberships.
- Interact with all members and guests of the Kroc Center to meet their needs based on the mission of The Salvation Army.
- Maintain progressive knowledge of all programs and facilities.
- Support Welcome Desk during conflict situations with guests or when assistance is needed.
Qualifications
- High school diploma or GED equivalency. College degree preferred. Minimum of three years' experience working in customer service and cash handling related industries.
- Must have excellent computer skills; experience in working with Microsoft Office products, cash handling, and register sales. Computer database application experience helpful. Ability to use new software programs with basic training.
- Must have command of the English language and possess excellent verbal and written communications skills.
- Must comply with all applicable business, employment and copyright laws.
- Must uphold and enhance public appreciation and trust for the fitness industry.
- Maintain the confidentiality of all client information.
- Maintain a drug and alcohol free work environment.
- Must have, or be able to obtain within the first 30 days of employment, First Aid/CPR
- AED certification.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. The Salvation Army is committed to providing reasonable accommodation for qualified job applicants, job candidates, and employees with disabilities to ensure they enjoy equal access to all employment opportunities and benefits of employment as required by the Americans with Disabilities Act. EEO is the Law.