Front Desk Staff

General Function: Deliver excellent service to all members, guests, and program participants that is consistent with the mission and culture of the YMCA. Member Services Representatives are responsible for the daily operations of the Welcome Center, which include: promoting YMCA programs, maintaining cleanliness of the facility, and meeting the needs of our members.

Corporate Culture – YMCA of Greater New Orleans: All staff members are required to know, understand, and follow the principles outlined in our corporate culture statement. As a Member Services Representative, remember to always fulfill our promise to welcome people of all faiths, abilities and cultures; provide a secure and welcoming place where people of all ages feel supported and loved; and provide quality activities and programs to seniors, children, and their families.

Facility Cleanliness: A clean facility is essential to our mission, as well as the health and safety of our members. Our goal is to maintain a standard of cleanliness similar to what you would want family and guests to experience when visiting your own home. All staff are expected to participate in maintaining a clean facility by performing cleaning duties within and outside of assigned areas.

Personal Growth: We encourage you to pursue self-development to enhance job performance and advance your career. Ability to demonstrate an openness to change, seek opportunities in the change of processes. Accurately assess personal feelings, strengths, and limitations and how they impact relationships. Utilize and develop functional and technical knowledge and skills required to perform well.

Skills and Qualifications:

• Experience in customer service and sales preferred; must be comfortable with selling memberships and programs
• Ability to simultaneously handle multiple tasks, including answering phones, greeting visitors, and attending to customer needs
• Friendly, positive demeanor
• Ability to connect with people of diverse backgrounds
• Must be proficient in basic reading, math, money handling, and computer functions (Microsoft Office)
• Manage the Welcome Center with exceptional organizational and problem solving skills in an inviting professional manner
• Ability to work with others and demonstrate teamwork to deliver outstanding service
• Physical demands include: walking, standing, climbing, kneeling, lifting (25lbs), carrying (25lbs), pushing, sitting, listening, and smiling
• Trainings/ Certifications: CPR/AED, First Aid, New Staff Orientation, Child Abuse Prevention, and ongoing YMCA service trainings. Certifications must be obtained within 60 days of hire date; failure of obtaining or maintaining current certifications may result in termination

Job Duties and Responsibilities:

• All members (including children) are scanned in when they arrive and receive a warm welcome to the Y. Thank members as they leave.
• Ensure entrance is covered at all times during shift, stay in uniform and wear name badge.
• Guests and visitors follow established procedures for screening, recording visits, payment (if any) and completing release forms.
• Payments (cash, credit cards, checks) are processed immediately and not left out.
• All members receive a receipt when making a purchase.
• Assist members and visitors quickly and courteously, without anyone having to wait for attention.
• Welcome center is kept clean and free of clutter, including seating areas.
• Actively promote upcoming programs and events to members and visitors, targeting potential participants for interest.
• Open and Close the facility at scheduled times.
• Educate members about services, programs and special events, ensuring they enjoy the facility and are aware of everything the YMCA offers
• Process the sale of all programs, classes, memberships and retail items
• Process membership and registration paperwork accurately and input information into the computer in a timely manner
• Demonstrate leadership abilities by addressing all questions and concerns members may have in a timely manner. Never say “I don’t know” -- it’s your job to be knowledgeable in all areas of the facility. Ask questions if you are unsure of anything.
• Contribute to member retention by building relationships with members; connect them with a program or staff person to help them achieve their fitness goals.
• Front desk is clean, free of clutter, and well maintained.
• Monitor lobby, locker and restroom areas for cleanliness; follow cleaning schedule.
• Give guided tours – establish rapport, listen to customers, and effectively communicate all relevant programs and information to members/ guests.
• General administrative tasks: answering phones (within 3 rings), taking messages, making copies, maintaining member files, member registrations, emailing, and other assigned tasks
• Enforce YMCA policies and procedures; report all incidents to direct supervisor ASAP
• Contribute to the fulfillment of the YMCA mission by playing an active role in fund raising, making members aware of the YMCA’s mission and cause.
• Verify on-hand cash before and after shift and perform shift close-outs.
• Attend staff meetings and trainings.
• Perform any other tasks deemed necessary by supervisor or management staff.

Education:

• High school or equivalent (Required)

Ability to Commute:

• Belle Chasse, LA 70037 (Required)

Work Location: In person