Evening Front Desk Supervisor

Job Details: Job Location: Legal Address - New Canaan, CT, Salary Range: $19.50 - $23.75Hourly, The New Canaan YMCA is looking for an experienced and energetic customer service professional to supervise our Member Relations / Front Desk.  

This position works afternoon/evening shifts - Tuesdays through Saturdays.  Typical hours are weekdays 2pm until 9:30pm, and Saturdays 1pm until 7pm.

Under the direction of the Membership Director, the Evening Front Desk Supervisor is responsible for the maintenance of a member service program that focuses on superior member service, positive staff relationships, and the provision of a safe, smooth running Front Desk and Check-In Counter.

PRINCIPLE ACTIVITIES

Perform all Front Desk duties while on shift.

Supervise Front Desk part-time staff:
Participate in running staff meetings twice a year.

Delegate miscellaneous tasks to FD Staff as needed.
Act as Communications Liaison with Directors, FD Staff, and immediate Supervisor.

Act as building supervisor

Help with setup and breakdown of events
Coordinate with directors for seamless use of program spaces
Be able to think on their feet to find solutions for possible conflicts

Assist with maintenance tasks to the best of their ability

This could include resetting the steam room, resetting the boiler, de-icing the pathway, and other tasks as they arise.

Distribute a weekly e-newsletter to front desk staff members to keep team abreast or any forthcoming changes and happenings.
Assist the Membership Administrator with membership change transactions on an as needed basis.

Conduct tours using “Listen First” as a guide.

Help maintain a binder of Front Desk procedures.
Help maintain locker rentals for members.
Assume a permanent shift, 35-40 hours weekly, as well as flexibility to cover open shifts.

This is a full-time benefits eligible position, including:

Insurance - medical, dental, and vision insurance, long term disability insurance, life insurance
Paid Time off - 9 paid holidays (including 3 floating holidays), 20 days of PTO annually
Free Membership and discounted program rates
Retirement savings - upon eligibility, the YMCA contributes the equivalency of 12% of gross earnings into Y Retirement
and so much more!

Qualifications:
As the “face” of the New Canaan YMCA, our Evening Front Desk Supervisor must maintain and foster a positive, friendly, and engaging environment, a neat appearance always, and an efficient customer service driven center.
Be CPR and First Aid certified, or able to obtain within first 3 months
Skills should include:

Experienced with customer de-escalation and rapport building.
Mastery of DAXKO, Perkville, Outlook and YMCA Nationwide software.
Competency in Paycom (or other HR software) for assisting staff with any questions.
Prior customer service and supervisory experience.

PHYSICAL DEMANDS

While performing the duties of this job, frequently required to talk, hear, sit, stand, reach, and perform repetitive motions.
Must have good peripheral vision and must have acute hearing while performing the duties of this job; the individual may occasionally be exposed to extreme noise.
Occasionally will need to exert up to 20 pounds of force.

EFFECT ON END RESULT

This position ensures that the Welcome Center functions at maximum efficiency and courtesy to fully support the customer service objectives of the YMCA.

A culture of superior membership service and positive, sustained member relations resulting in increased membership usage and high retention rates.
The maintenance of a safe, normal facility operation that benefits YMCA members, guests, and the community.