Welcome Center Manager

EUGENE FAMILY YMCA•Eugene, OR

6d•$50,000 - $56,000•Onsite

About The Position

This position supports the work of the Y, a leading nonprofit charitable organization committed to strengthening community through youth development, healthy living and social responsibility. The Welcome Center Manager at the Eugene Family YMCA intentionally fosters a cause-centered culture that is welcoming, genuine, hopeful, nurturing, and determined while also supporting the operational, administrative, and member engagement functions of the Member Experience department. They provide direct leadership and operational oversight for the YMCA Welcome Center and member experience team, and are responsible for ensuring exceptional guest experiences through effective staffing, scheduling, onboarding, training, coaching, and accountability systems. The Welcome Center Manager supervises Managers on Duty (MODs), Membership Representatives, and Welcome Center volunteers while ensuring consistent execution of YMCA hospitality standards, operational procedures, and member engagement practices. This role works collaboratively with the Guest Services Director to support membership engagement, operational excellence, staff development, and a welcoming environment where all individuals feel valued, connected, and supported.

Requirements

At least 4-½ years of experience in customer service, direct in-person sales, guest relations services, hospitality leadership or related field in a fast-paced environment.
At least three years of direct employee supervision and leadership, including staff training.
Previous experience working in a public-facing position where complex problem-solving, conflict resolution, and de-escalation skills were required
At least intermediate-level proficiency with computer skills and typical business software (Microsoft apps such as Outlook, Teams, OneDrive, Word, Excel, etc.); and knowledge of database systems and cloud-based technologies.

Nice To Haves

Five years’ previous experience supervising and leading employees.
Previous experience working at a YMCA or fitness center in a leadership role.
Previous experience working in a customer service role at a fitness center.
Ability to speak conversational Spanish.

Responsibilities

Recruits, hires, trains, schedules, supervises, and develops Welcome Center staff and Managers on Duty.
Performs other duties as assigned.
Protects the organization’s value by maintaining confidentiality of sensitive employee, member, and organizational information.
Must maintain a current, valid Oregon driver’s license, a DMV driving record that meets YMCA standards, and evidence of insurability throughout entire term of employment.
Completes all required trainings and certifications within assigned timelines.
Participates in various standing committees and temporary task forces as needed.
Provides operational support and may serve as Manager on Duty when necessary.
Leads or facilitates department meetings, trainings, and operational communications as assigned.
Supports implementation of organizational initiatives, member engagement campaigns, and operational improvement projects.
Assists with department reporting, operational tracking, and membership-related administrative tasks.
Collaborates with YMCA departments to support cross-functional communication and promote YMCA programs, services, and initiatives.
Partners with MODs and organizational leadership to support safe facility operations and appropriate incident response procedures.
Ensures incident reports and required documentation are completed accurately and communicated appropriately.
Supports YMCA safety practices, emergency procedures, and risk management expectations within the Welcome Center environment.
Ensures staff understand and properly utilize YMCA software systems, membership tools, and reporting procedures.
Conducts regular observations, coaching conversations, and quality assurance reviews to ensure operational consistency and employee accountability.
Develops and maintains training resources, operational procedures, and service expectations for Welcome Center staff.
Monitors operational workflows and identifies opportunities to improve efficiency, communication, and guest experience outcomes.
Maintains operational readiness of the Welcome Center and adjacent areas, including cleanliness, organization, hospitality presentation, and member-facing materials.
Ensures Welcome Center procedures, cash handling practices, membership transactions, and operational protocols are consistently followed.
Supports MODs in effectively carrying out shift leadership responsibilities, incident procedures, and facility communication expectations.
Assists in resolving complex member concerns, service issues, and escalated situations with professionalism, empathy, and sound judgment.
Supports membership engagement and retention goals through relationship-building, employee coaching, and guest-centered service practices.
Models relationship-building behaviors that foster belonging, engagement, inclusion, and guest satisfaction.
Ensures consistent execution of YMCA hospitality standards and guest service expectations across all Welcome Center operations.
Intentionally fosters and enforces a culture of caring, trust, and respect by promoting “Listen First; Achievement, Relationships & Belonging;” and “The Most Welcoming Place on Earth” behaviors with employees, members, volunteers, and program participants.
Serves as a champion of the Y’s culture and voice, encouraging staff and members to demonstrate behaviors that are Welcoming, Genuine, Hopeful, Nurturing, and Determined.
Oversees day-to-day Welcome Center operations to ensure efficient, consistent, and member-focused service delivery.
Coordinates shift coverage and responds proactively to staffing shortages, schedule changes, and operational needs.
Develops and manages department staffing schedules to ensure proper operational coverage, operational efficiency, and consistent member service delivery.
Creates and maintains onboarding and training systems that support operational consistency and employee success.
Conducts employee onboarding and ensures all Welcome Center staff are properly trained in YMCA systems, service standards, policies, procedures, and safety expectations.
Provides ongoing coaching, performance feedback, accountability, and professional development support to department employees.