Guest Service Manager

North Suburban YMCA

POSITION DESCRIPTION

POSITION TITLE: Guest Services Manager, part time

GENERAL FUNCTION:

Under the Membership Director, the Guest Services Manager leads the daily operations of the NSYMCA front desk and oversees the recruitment, onboarding, training, scheduling, and performance of front desk employees. This position ensures that members, guests, program participants, and visitors experience a welcoming, safe, inclusive, and service-oriented environment.

Guest Services Manager will also assist the Membership Director in implementing strategic membership initiatives, programs and activities that will promote membership growth or retention. This position requires an individual with excellent customer service, leadership, sales and service, problem solving, and human relation skills. He/she must be self-directed with excellent computer skills and strong written and oral communication skills. He/she must have the ability to work with people of all ages and backgrounds while effectively supporting and communicating the YMCA character values and mission

Qualifications:

• Bachelor’s degree preferred
• YMCA or related experience strongly preferred
• Experience with customer service required
• Experience in sales or related field
• Demonstrated ability to lead a staff of 10+ employees
• Must be willing to work a variety of hours, including weekends. They may vary.
• Excellent computer skills and experience with Microsoft Office Suite
• Must be able to multi-task and thrive in a face-paced environment

Front Desk Operations:

• Oversee daily front desk operations to ensure efficient, accurate, and professional service.
• Ensure front desk employees follow established procedures for member check-in, guest access, facility information, registrations, and other assigned transactions.
• Maintain appropriate staffing coverage during operating hours.
• Monitor the accuracy of front desk records, transactions, and administrative processes.
• Identify service or operational issues and recommend improvements.
• Ensure employees understand and consistently apply applicable NSYMCA policies and procedures.

Environment: Large, busy, and multi-functional facility. High level of contact with staff and board members. Weekend hours required.

Job Type: Part-time

Pay: From $18.00 per hour

Benefits:

• Employee discount
• Flexible schedule

Work Location: In person