Evening Front Desk Supervisor

The New Canaan YMCA is looking for an experienced and energetic customer service professional to supervise our Member Relations / Front Desk.

This position works afternoon/evening shifts - Tuesdays through Saturdays. Typical hours are weekdays 2pm until 9:30pm, and Saturdays 1pm until 7pm.

Under the direction of the Membership Director, the Evening Front Desk Supervisor is responsible for the maintenance of a member service program that focuses on superior member service, positive staff relationships, and the provision of a safe, smooth running Front Desk and Check-In Counter.

PRINCIPLE ACTIVITIES

Perform all Front Desk duties while on shift.

- Supervise Front Desk part-time staff:

- Participate in running staff meetings twice a year.

- Delegate miscellaneous tasks to FD Staff as needed.

- Act as Communications Liaison with Directors, FD Staff, and immediate Supervisor.

- Act as building supervisor

Help with setup and breakdown of events

- Coordinate with directors for seamless use of program spaces

- Be able to think on their feet to find solutions for possible conflicts

- Assist with maintenance tasks to the best of their ability

This could include resetting the steam room, resetting the boiler, de-icing the pathway, and other tasks as they arise.

- Distribute a weekly e-newsletter to front desk staff members to keep team abreast or any forthcoming changes and happenings.

- Assist the Membership Administrator with membership change transactions on an as needed basis.

- Conduct tours using Listen First as a guide.

- Help maintain a binder of Front Desk procedures.

- Help maintain locker rentals for members.

- Assume a permanent shift, 35-40 hours weekly, as well as flexibility to cover open shifts.

This is a full-time benefits eligible position, including:

- Insurance - medical, dental, and vision insurance, long term disability insurance, life insurance

- Paid Time off - 9 paid holidays (including 3 floating holidays), 20 days of PTO annually

- Free Membership and discounted program rates

- Retirement savings - upon eligibility, the YMCA contributes the equivalency of 12% of gross earnings into Y Retirement

- and so much more!

Qualifications

- As the face of the New Canaan YMCA, our Evening Front Desk Supervisor must maintain and foster a positive, friendly, and engaging environment, a neat appearance always, and an efficient customer service driven center.

- Be CPR and First Aid certified, or able to obtain within first 3 months

- Skills should include:

- Experienced with customer de-escalation and rapport building.

- Mastery of DAXKO, Perkville, Outlook and YMCA Nationwide software.

- Competency in Paycom (or other HR software) for assisting staff with any questions.

- Prior customer service and supervisory experience.

PHYSICAL DEMANDS

- While performing the duties of this job, frequently required to talk, hear, sit, stand, reach, and perform repetitive motions.

- Must have good peripheral vision and must have acute hearing while performing the duties of this job; the individual may occasionally be exposed to extreme noise.

- Occasionally will need to exert up to 20 pounds of force.

EFFECT ON END RESULT

- This position ensures that the Welcome Center functions at maximum efficiency and courtesy to fully support the customer service objectives of the YMCA.

- A culture of superior membership service and positive, sustained member relations resulting in increased membership usage and high retention rates.

- The maintenance of a safe, normal facility operation that benefits YMCA members, guests, and the community.