Front Desk Associate

Position Summary

Position Summary:

The Part-Time Front Desk Associate is the first point of contact for the YWCA of Asheville and WNC. Front Desk Associates create a welcoming, safe, and inclusive environment by actively engaging guests from the moment they walk in or call. They listen attentively
to understand the goals of our guests and guide them toward the right resources. They also support member growth and retention. As a team, we provide  safe, supportive, and inclusive programming to members who utilize our fitness center, pool (once reopened), workshops, classes, programs, and childcare center.

Comprehensive Key Responsibilities

Member Engagement & Welcome

Create a welcoming environment for all people accessing the YWCA as a top priority. 

Enforce all facility rules, regulations, along with racial, gender, and inclusivity policies.

Greet all members and guests with warmth, professionalism, care, and intentionality when they first arrive through the door. 

Engage guests and members in meaningful conversation, building rapport and trust.

Listen to guest and member concerns with empathy and escalate issues that cannot be immediately resolved to the Front Desk Coordinator or Director as needed.

Operations & Systems

• Complete training and use front desk systems proficiently such as Daxko and Google Workplace applications to check in members, manage guest passes, ensure secure facility access, and offer a professional level of customer service.
• Learn and use front desk communication systems such as the desk phone, radio, chat, and email functions to help communicate with staff and volunteers in a timely and professional manner.
• Monitor the front desk area, lobby, and immediate gym floor for cleanliness, safety hazards, and equipment needs; report issues to the Front Desk Coordinator. Maintains a clean working environment and remains alert to needs in the front desk area.
• Assist with basic inventory counts of merchandise and lost-and-found management as directed.

Organizational Culture

Support People and Culture by creating welcome kits and completing other duties as assigned.

Membership Enrollment & Sales Support

Engage guests and process new member enrollments for walk-in prospects and renewals. This includes entering member data into Daxko, collecting payments, and activating memberships.

Mission-Based Conversations: Engage prospective members in membership options. 

Renewals: Manage membership renewals, ensuring members understand the value of their continued support.

Minimum Qualifications:

Education/Experience: High School Diploma or equivalent and/or demonstrated reliability and customer service experience through volunteer work, caregiving, or community involvement.

Core Competencies:

• Warmth & Inclusion: Ability to make people from all backgrounds feel seen, heard, and safe.
• Community Awareness: Familiarity with the local Asheville community and its diverse demographics.
• Confidentiality: Personally identifiable information (PII), Financial Information, and any information that is to be kept confidential in accordance with law, company policy, and public trust.
• Reliability: A strong history of punctuality and dependability in any setting (school, work, or community service).
• Skills: Comfort with technology (phones, computers), engaging communication skills, ability to learn information systems such as Daxco that are required for the role.
• Availability: Flexibility to work evenings and weekends.

Compensation & Benefits

• Hourly Rate: $16.45/hour.
• Pay Schedule: Bi-weekly installments.
• Health and Wellness Membership: Free membership for employees; family members may be added for $20/month.
• Holidays: Part-time employees whose regularly scheduled workday falls on a designated holiday will receive pay for those hours.
• Early Learning Program: Part-time employees may access up to 4 free childcare hours per day at the Empowerment Childcare Center (subject to availability).
• PTO: Part-time employees receive part-time PTO.
• Contingency: Employment is contingent upon successful completion of background checks and references