Assistant Director of Member and Guest Services at the Weinberg Park Heights JCC

The Associated and its Agencies•Owings Mills, MD

12d•Onsite

About The Position

The Assistant Director of Member and Guest Services at the Weinberg Park Heights JCC plays a key role in cultivating relationships with prospects, members, and influential groups in the community to drive membership growth. This position is responsible for providing information and guidance to both prospective and existing members regarding JCC facilities and programs that align with their individual needs. This position must be responsive to both current and prospective members maintaining the highest level of customer service at the Weinberg Park Heights JCC. Additionally, the Assistant Director of Member & Guest Services will assist and enroll prospective members in selecting the most appropriate membership category to support their goals. This role will also focus on delivering exceptional customer service to existing members by exceeding their expectations, addressing concerns and resolving problems, and enhancing their experience to foster long-term commitment to the JCC. The Assistant Director of Member & Guest Services supervises the welcome desk and sales staff at Park Heights, ensuring efficient operations, exceptional service, and adherence to the membership department’s goals.

Requirements

Positive outlook and strong work ethic.
Proven track record in sales, retention, and customer service within a membership driven organization or multi- purpose facility.
Expertise in marketing and public relations.
Excellent organizational, communication, and interpersonal skills.
Demonstrated proficiency in Microsoft Outlook, Microsoft Word, and Microsoft Excel.
Experience in hiring, training, and managing staff, including scheduling and payroll responsibilities.
Knowledge of Jewish culture, values, and traditions, with an understanding and sensitivity of the observant community’s needs.
Associate or bachelor’s degree in business, marketing, communication, or a related field, or equivalent experience in customer service required.
Demonstrated ability to maintain the highest level of confidentiality.

Nice To Haves

Experience with Salesforce, Listen 360, and Ceridian Dayforce is a plus.

Responsibilities

Lead the Member & Guest Services PH team to meet monthly membership sales and retention goals.
Engage in community outreach and cultivate relationships with prospective corporate and JCP members outside of the building to enhance partnerships and membership.
Oversee all aspects of PH membership operations, including strategy, planning, staffing, and day-to-day management.
In partnership with the OM Assistant Director, develop and implement best practices for operating procedures and customer service standards for the membership department.
Recruit, hire, train, supervise, develop, and evaluate all PH Member & Guest Services staff.
Approve staff leave requests and manage staffing needs to assure adequate coverage.
Stay informed on all JCC Member & Guest Services policies and practices.
Manage the PH membership department budget, paying particular attention to scheduling and payroll.
Review, approve, and submit bi-weekly payroll in a timely manner.
Assist with compiling and analyzing weekly and monthly reports to track membership trends and identify areas for improvement.
Provide leadership, support, and motivation for the PH member and guest services staff.
Partner with the senior director of membership and the assistant director for membership operations to develop and implement member engagement and retention strategies.
Ensure departmental policies are communicated effectively and enforced.
Proactively communicate with the Senior Director of membership on all matters related to departmental operations, staffing, and membership.
Address member and staff issues promptly, using effective customer service and leadership skills.
Assure that all PH membership staff are exhibiting a professional demeanor and following the department’s uniform policy.
Participate in JCC and community events as necessary or required.
Provide information to prospective members in person, email, or by phone regarding JCC facilities and programs that best suit their individual needs.
Convert telephone inquiries into tour appointments, conduct tours, and provide trial memberships to prospective members with appropriate follow-up.
Evaluate and continually enhance sales strategies and presentations to maximize membership growth and retention and to identify improvement areas.
Keep up to date with JCC-related programs, policies and procedures.
Constantly strive to enhance knowledge and sales skills, to improve measurable sales performance – including closing percentage rate, unit sales, and overall growth.
Attend trainings and meetings as necessary and required.