Weekend Manager on Duty - Embarcadero Y

YMCA•San Francisco, CA

13d•$22 - $26

About The Position

The Manager on Duty will serve as the lead staff member for the facility and department during shift hours, especially when department supervisors are not present. This role requires exceptional interpersonal and verbal communication skills to support the association and branch goals of enhancing member acquisition and retention. The Manager on Duty should be adaptable in a fast-paced environment, capable of working effectively in a team with both staff and volunteers, and able to identify and respond to new opportunities. The position is responsible for fostering a seamless and meaningful YMCA member experience while exemplifying the YMCA’s core values of caring, honesty, respect, and responsibility.

Requirements

High school diploma or equivalent
1+ year of customer service experience
Must be available for opening or closing shifts and one weekend day
Good working knowledge of Microsoft Office

Nice To Haves

Bilingual in Spanish, Chinese, Mandaring or other languages.

Responsibilities

Serve as Manager on Duty during scheduled shifts.
Communicate individually with all staff during shifts to ensure facility and process updates are shared, including Wellness Attendants, Member Services, Lifeguards, and Youth Programs staff.
Address day-of staff coverage issues and manage break schedules.
Coach and mentor Member Services staff, embracing the YMCA’s coaching culture through mentoring, feedback, and on-the-job training.
Reinforce and coach Member Services staff on best practices for Cause-Driven Tours.
Collaborate with the Membership Director to facilitate on-the-job training.
Assist the Membership Director in onboarding new staff during their shifts.
Model Cause-Driven Communication when engaging with members (welcoming, genuine, determined, supportive, and respectful).
Apply the YMCA’s Member Engagement Principles—welcome, connect, support, and invite—during all member and guest interactions.
Build relationships with staff and members to increase engagement and satisfaction.
Advocate for members and contribute to initiatives that improve the overall member experience.
Conduct high-quality tours for prospective members.
Connect members to available features and benefits by promoting membership programs.
Become proficient in Salesforce, Mindbody, and other relevant staff systems and procedures.
Oversee additional member services processes such as scheduling, program coordination, and other tasks as assigned by the Director.
Utilize Mindbody for managing staff and member schedules, group exercise and pool reservations, and booking relevant appointments.
Address all in-person inquiries, phone calls, voicemails, and respond to membership-related emails.
Stay knowledgeable about all YMCA SF member communications, resources, and virtual support offerings, including schedules and website details, to enhance in-person communication and member retention.
Ensure safety by adhering to branch and department emergency and safety protocols.
Conduct regular walk-throughs to ensure a clean, safe, and accessible wellness floor, reporting any issues to facilities staff.
Collaborate with the Healthy Living and Youth Development departments to ensure member satisfaction and enhance the member experience.
Support the Annual Community Campaign for the Membership Department.