Evening Front Desk Supervisor

New Canaan Community YMCA, Inc.; New Canaan (CT); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental and vision insurance

Paid time off

Free YMCA membership

Retirement plan contributions

Job summary

New Canaan YMCA, Inc. is seeking an experienced Evening Front Desk Supervisor to manage the Welcome Center during afternoon/evening shifts, Tuesday through Saturday, with a typical schedule of 2pm–9:30pm on weekdays and 1pm–7pm on Saturdays.

The role focuses on superior member service, safe operations, and positive staff relations. The supervisor will oversee front desk staff, coordinate events, run staff communications, and assist with membership transactions, tours, and procedures while

Qualifications

• Experience 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.

Responsibilities

• Perform all Front Desk duties while on shift.
• Supervise Front Desk part-time staff, and participate in staff meetings.
• Act as Communications Liaison with Directors, FD Staff, and the Membership Director.
• Serve as Building Supervisor and assist with setup and breakdown of events.
• Coordinate with directors for seamless use of program spaces and think quickly to resolve conflicts.
• Assist with maintenance tasks and distribute a weekly e-newsletter to front desk staff.
• Assist Membership Administrator with membership changes and conduct tours using a customer-focused approach.
• Maintain Front Desk procedures and locker rentals for members; commit to a 35–40 hour weekly shift.

Skills

Customer de-escalation

Staff supervision

Communication

Problem solving

Tools

DAXKO

Perkville

Outlook

YMCA Nationwide software

Paycom

Job description

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 ACTIVITIESPerform 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 supervisorHelp with setup and breakdown of eventsCoordinate with directors for seamless use of program spacesBe able to think on their feet to find solutions for possible conflictsAssist with maintenance tasks to the best of their abilityThis 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 insurancePaid Time off - 9 paid holidays (including 3 floating holidays), 20 days of PTO annuallyFree Membership and discounted program ratesRetirement savings - upon eligibility, the YMCA contributes the equivalency of 12% of gross earnings into Y Retirementand so much more!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 monthsSkills 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 DEMANDSWhile 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 RESULTThis 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.Work Location: In person