Building Supervisor

University of San Francisco•San Francisco, CA

27d•Onsite

About The Position

Individuals in the building supervisor position within the Recreational Sports Department must have and be able to demonstrate the following: knowledge of customer service, proper phone etiquette, ability to multitask, acquire and disseminate knowledge of membership information, building operations and procedures. This position requires individuals to assimilate a vast amount of information in a short period of time. This is a high-energy, in-person position that requires an individual who can think on their feet, and disseminate correct and accurate information at all times. Building Supervisors are crucial to the day-to-day operations of the Koret Center. This person is the eyes and ears of the professional staff. Building Supervisors act as the main liaison between patrons, professional staff, part-time, and student staff. In this position, staff must have a highly proficient understanding of the front desk, cardiovascular alleys, weight rooms, equipment desk area, and the pool deck. This staff member must also be prepared to activate and lead the emergency action plan of the KHRC in response to any major medical situation or injury that occurs in the Rec Center. Building supervisors are expected to be able to troubleshoot issues with Koret computer systems. They will oversee on-site student employees and frontline operations. Building supervisors will be required to step in and cover for student employees who are unable to make it in for their shifts, while continuing to meet the requirements of their current positions. Building supervisors are expected to be hypervigilant as to the safety of patrons and student employees alike. They will be expected to maintain all required training and ensure student employees are up to date on required training.

Requirements

Must have experience as Utility, Check-in Desk and Front Desk or Lifeguard staff at Koret (or similar rec sports center/gym)
Must be CPR and AED certified
Must have at least 2 years of previous customer service preferably in a high traffic industry
Problem-solving of membership discrepancies and other issues in the facility
Thorough knowledge of all Koret Operations positions (Utility, Check In Desk, Front Desk), including working these additional positions on a regular basis
CPR/AED/First Aid certified (online course completion required during training, in-person assessment must be completed within 60 days of hiring); willing and able to use these skills during each shift as needed
Thorough knowledge of Aquatics safety procedures (staffing, position expectations and Red Cross standards) and ability to support on-duty Lifeguards during EAP implementation
Knowledgeable of appropriate staff behavior, de-escalation, and documentation techniques for staff performance issues or concerns
Knowledgeable of de-escalation techniques and use with a wide variety of clientele populations (USF students, faculty/staff, Koret community patrons), including non-members/non-USF individuals (outside rentals on Negoesco field, houseless neighbors in crisis, etc.)

Responsibilities

Perform Koret's expectations of customer service (for Building Supervisor and supervised staff)
Answering building, membership, and program-related questions for all programs and services offered by the RSD
Maintain and answer questions regarding thorough knowledge of all building policies, rules, and procedures and ability to enforce policies properly
Must maintain and relay information regarding knowledge of emergency procedures throughout Koret Center, including injury assessment and mitigation procedures for injuries
Being able to operate the credit card terminals and accountability of cash outs at end of day
Using Google and Microsoft Office products
Maintain knowledge of policies regarding parking, lockers, and private sessions (PT/Swim Lessons), including cancellations/refunds and scheduling
Selling recreation passes and memberships where applicable
Making consistent rounds in the building (at least three times an hour). General monitoring of the building is critical at all times for safety of all stakeholders
Equitable and consistent policy enforcement across all patrons, students, faculty, staff and guests in the facility
Setting up and taking down special events as needed
Assisting with set-up and supervision of intramural activities and special events (such as tournaments)
Supervision of student and part-time employees in all areas beyond Operations positions: lifeguards, personal trainers, group exercise instructors; understanding/executing the responsibilities of being a team lead
Modeling proper, professional staff behavior and conduct as the staff team lead on-duty; assisting with new staff on-boarding and training shifts
Ability to problem-solve in the case of staffing emergencies or shortages; knows how to utilize scheduling software to seek and secure shift coverage for no-show staff to maintain regular operations
If unable to staff all positions or find staff coverage, Building Supervisor must be prepared to receive, address and escalate patron complaints due to interrupted facility operations
Lost and found collection and distribution for both non-valuables and valuables; understanding procedures when Public Safety needs to be notified for valuable items
Must have knowledge of and be able to operate the work iPhone, walkie-talkies, building alarms, campus landlines and security procedures
Must have experience with Whentowork (staff scheduling), EMS (event/reservation scheduling) and Activenet Software (membership platform)
Must have experience as Koret Utility, Check-in desk, and Front desk staff
Providing 30 minute lunch breaks for on-duty Lifeguard; acting as a "third" guard on the pool deck in case of EAP activation and support
Ability to deescalate confrontations, conflict, and other issues in the facility and document appropriately, including with physically/verbally aggressive individuals
Ability to provide excellent customer service to a variety of guests and users of the facility
Ability to thoroughly document injuries, incidents, and other issues in the facility for Professional Staff response, or campus partner response (Public Safety, General Counsel, Dean of Students, etc.)
Ability to engage in on-going/continued learning via weekly skills checks and monthly emergency procedure review, as assigned
Other duties as assigned by their Supervisor/RSD Professional Staff