(Hybrid) Coordinator of Member & Guest Experience - Campus Recreation

West Virginia University

6d • Hybrid

About The Position

The Coordinator for Member and Guest Experience works with the Campus Recreation Associate Director to fulfill the mission, values and goals of the Campus Recreation program, in support of the Division of Student Life and West Virginia University. This individual has direct policy making responsibility at the department level that includes membership sales and promotion, member and guest experience, and facility operations of the Student Recreation Center (SRC) and Downtown Fitness Center (DFC). The coordinator creates policy and systems in areas including administrative, financial and personnel functions in conjunction with other members of the Operations team. Reporting to the Associate Director of Campus Recreation, this position is responsible for formulating policies, making purchasing decisions, monitoring daily operations, and planning the optimal use of various personnel to deliver a comprehensive and engaging user experience. Directly supervises Graduate Assistant staff, OS (Operations Supervisors) and MSA (Membership Services Associate) student staff teams: these teams make up the most senior student positions in the department. This person will be responsible for growing activity offerings in line with university needs and industry trends. Coordinates yearly review of Member and Guest policies and procedures; provides input to other team members in regard to programmatic or operational activities that positively or negatively impact member satisfaction. Performs strategic visioning for the program area as well as the student development initiatives.

Requirements

• Bachelor's Degree in a related field. Master's degree preferred.
• Minimum of 2 years of experience working in a college or university recreation environment with particular emphasis on a student development driven program, during which time the applicant has acquired and demonstrated the ability to perform the essential duties of the position.
• Graduate Assistant position may meet this requirement
• Any equivalent combination of related education and/or experience will be considered
• All qualifications must be met by the time of employment
• Demonstrated experience developing/managing comprehensive facility operations in a recreation or fitness center environment.
• Demonstrated experience developing/managing comprehensive membership sales and service programs in a recreation or fitness center environment..
• Fiscal accountability.
• Demonstrated leadership and supervisory abilities.
• Demonstrated experience and abilities to work as part of a professional team that collaborates effectively with colleagues.
• Entrepreneurial spirit and enthusiasm.
• Analytical skills to: identify problems; assess alternatives; and render consistent, logical decisions.
• Ability to write concise, logical reports.
• Knowledge of standard practices in recreational sports.
• Excellent written and oral communication skills.
• Strong computer skills.
• Ability to thrive in an environment that values high expectations, accountability, and balanced lifestyles.
• Organized, detailed, creative, assertive, adaptable, entrepreneurial spirit.
• Ability to work both independently as well as with a team
• Some knowledge of HR theories and best practices in recruitment and staff development.
• Basic accounting knowledge; capability of understanding budgets.
• Proficiency with Microsoft Office
• Adaptability, analytical & critical thinking, initiative & motivation, planning & project management, decision making & judgment, business acumen, customer service, teamwork, diversity awareness, interpersonal relationships, communication, integrity, leadership, long-term focus, organizational learning & change management

Nice To Haves

• Master's degree preferred.

Responsibilities

• Responsible for planning, directing, and coordinating Campus Recreation operations related to Member and Guest experiences including creating policies and procedures related to a delivery of a comprehensive membership program.
• Provide direction to a team of Member Services Associates and Graduate Assistant to ensure compliance with policy and procedure regarding member and guest services including membership sales and customer service. Develop and maintain customer service skills of student employees, including the development of self-confidence, critical thinking skills, communication skills, teamwork, problem-solving, and data entry without error.
• Ensure revenue targets are meeting benchmarks set in collaboration with Leadership Team. Voluntary membership sales account for $500,000 - $750,000 annually, ¾ or more of the total departmental speculative revenue.
• Serve as one of the department’s main subject matter experts for the Fusion member management software.
• Create procedures and manages a team of student staff, including a Graduate Assistant, to deliver a comprehensive member and guest experience program for existing and potential users.
• Create and monitor processes to ensure program offerings are meeting demand, competitive in the local market and in line with industry trends.
• Collaborate with Coordinator for Research and creates procedures to perform benchmarking activities, periodic surveys and focus groups designed to measure program strengths and opportunities.
• Create and monitor processes to ensure program offerings are meeting demand, competitive in the local market and in line with industry trends.
• Collaborate with Coordinator for Research and creates procedures to perform benchmarking activities, periodic surveys and focus groups designed to measure program strengths and opportunities.

Benefits

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year
• 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits (this position is a benefits-eligible, non-classified staff position)
• 401(a) retirement savings with 6%25 employee contribution match, eligibility to continue health insurance, and other retiree perks.
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees