Grand Rapids Kroc Center Assistant Membership Director

The Salvation Army USA Central Territory•Grand Rapids, MI

6d•Onsite

About The Position

The Welcome Desk Supervisor provides oversight of welcome desk personnel, building supervisors and daily operations. Responsibilities include implementing and adhering to cash control procedures, ensuring excellent customer relations, facilitating clear welcome desk communication, and overseeing building supervisors. This position also serves as Manager on Duty during weekday afternoons.

Requirements

Minimum of three years prior experience supervising and managing staff required
Experience with cash handling involving Kiosk use, P.O.S and credit card transactions required
Be able to read, write and communicate in English with the preferred ability to also communicate in Spanish
Proficient in Microsoft Office 365
Working knowledge of TEAMS and SharePoint
Computer database application experience helpful.
Ability to use new software programs with basic training.
Have CPR/AED/First Aid certification, or obtain within 45 days
Complete Safe From Harm Training, and keep current as needed

Nice To Haves

Associate degree in related field of administration or business preferred or equivalent combination of education and experience.
register sales.

Responsibilities

Supervise welcome desk Leads and Attendants
Recruit, hire, train, evaluate, schedule, and supervise welcome desk Leads and Attendants, assuring sales and customer service goals.
Initiate disciplinary action by presenting oral and written warnings to Membership Manager prior to meeting with employees.
Supervise Building Supervisors
Oversee building supervisors, ensuring proper staffing for opening and closing the facility.
Create and maintain the building supervisor schedule to ensure consistent coverage.
Train building supervisors in customer service best practices to ensure high-quality guest interactions.
Provide ongoing support and guidance to building supervisors to ensure smooth facility operations
Supervise daily operations of the welcome desk
Ensure all Kroc Center cash handling procedures are followed.
Review opening and closing shift drawers and balance daily income sales with the AP Clerk.
Provide oversight of all POS transactions to ensure they are being completed according to standard operating procedures.
Manage customer retention issues and membership account accuracy within CCMS.
Schedule Kiosk and POS updates in cooperation with THQ.
Ensure clear consistent communication between the welcome desk and guest.
Manage and find resolutions for customer complaints.
Create and maintain membership and welcome desk best practices.
Ensure that the welcome desk provides radical hospitality to guests.
Maintain and enforce welcome desk and facility guidelines to patrons.
Serve as Manager on Duty during designated shift
Assumes a manager-on-duty role garnering the respect of staff, members, and guests
Ensure the safety of the members, guests, and staff at all times. Report any issues to the Operations Director
Gather information and make informed decisions based on the needs of the Kroc Center and its members and guests
Observe, assess, and act on situations to provide outstanding customer service and to ensure policies and procedures are being adhered to.
Must be knowledgeable of all emergency codes and procedures and implement/orchestrate these procedures as needed
Have a basic working knowledge of all departments
Ability to troubleshoot employee and facility issues and concerns
Assist with POS transactions, cash handling as needed
Assist with guest relations when needed i.e., welcome desk, fitness desk check in etc. to ensure timely guest service
Engage and connect with staff and guests, taking the opportunity to be an example for the staff
Be the primary point of contact for sensitive situations including incidents/accidents, if a guest is disgruntled or would like to lodge a complaint
Maintain progressive knowledge of the activities, programs and marketing promotions occurring in the Center to ensure execution is seamless and guest/member expectations are met
Ensure your presence within the building and grounds, consistently checking in with each department but not in a “predictable” pattern
Assist with the closing procedures related to the kiosks, departments and facility as needed signing off on departmental checklists ensuring they are accurate and complete
Notate observations/incidents/concerns on the MOD Report and provide recommendations
Secure the POS area at the open and close of each shift

Benefits

Medical
Dental
Vision
Hearing
Flexible spending accounts
AFLAC
Voluntary life insurance benefits
Short-Term and Long-Term Disability options
Pet Insurance
Pension contributions (currently 6.0% of your earnings) begin the first quarter after 1 year of employment. Vesting starts after three years of employment, 100% vested after five years of employment
403(b) voluntary retirement savings plan
Employee Discounts
Sick days begin accruing the first of the month following 30 days of employment and you may begin to use accrued sick days once available. Up to (6) earned sick days per year may be used as discretionary days.
Vacation begins accruing the first of the month after one full calendar month after employment begins, and you may begin to use vacation days after (90) days of employment. The accrual rate is based upon years of service and approved hours worked.
You will receive up to 2 personal days per year based on date of hire.
Birthday off with pay.
Paid holidays are effective immediately.