Wellness Center Membership and Reception Manager

Division: Community Wellness Division

Reports to: Community Wellness Director

Worksite: Wellness Center

LLBO Status: Exempt

Safety Sensitive: Yes

License/Certification Requirements: Valid MN driver's License, current insurance or be insurable.

Summary: Responsible for overseeing the daily operations of the Wellness Center's front desk and reception area. This position will develop and conduct a wide variety of membership experiences including, but not limited to, scheduling, customer service, facility access, and electronic record-keeping. Serves as the primary point of contact for members, guests, staff, and community and helps promote a positive, safe, and inclusive wellness center environment.

Education Requirements and Experience:

Bachelor's Degree in Business, Hospitality, Management, or related field preferred.

A minimum of 2 years of experience in customer service management or hospitality.

Proficiency in using computer software including Microsoft Office, ADP, and related recreation-management software.

Valid certification in CPR and First Aid is required within 6 months of employment.

Exceptional organizational skills.

Additional Qualifications and Skills:

Good attendance and punctuality required.

Ability to work independently, as well as in a team setting is required.

Experience in management and supervisory duties.

Good oral and written communication and customer service skills are required.

Basic knowledge of signs and symptoms of overexertion, hypoglycemia, hyperglycemia, heart attack and stroke.

A personal interest in area of fitness and willingness to learn basic strategies of fitness programming.

Pre-employment drug testing is mandatory for all Leech Lake Band of Ojibwe safety sensitive positions.

Supervisory Duties:

Oversee daily front desk and reception operations.

Supervise, train, evaluate, and provide general guidance to the front desk, reception, and other staff as necessary for growth and function of the Wellness Center. This includes memberships, registration, waivers, access control, privacy, customer service, and conflict de-escalation.

Responsible for ensuring assigned staff utilizes the electronic timekeeping system.

Responsible for creating reception schedules that cover all operating hours, including early hours, evenings, weekends, holidays, absences, and call-offs.

Responsible for the approval of work hours, necessary adjustments and documenting reasons for adjustments in the electronic timekeeping system for all assigned staff.

Address member and staffing concerns and resolve customer service issues professionally.

Duties/Responsibilities:

Assign daily duties and responsibilities to reception staff.

Ensure staff, members, and community follow fitness center policies and procedures.

Help develop policies and procedures for reception area of the Wellness Center.

Assist staff and members with check-in/check-out procedures, memberships, facility policies, and general questions.

Maintain accurate records of facility usage, memberships, and front desk activities.

Maintain a clean, organized and professional reception area.

Responsible for posting current Wellness Center information to ensure members receive accurate and consistent information.

Responsible for oversight of membership applications, eligibility, waivers, renewals, suspensions, refunds, and guest access. This includes cash handling, receipts, reconciliation, deposits, and point-of-sale procedures.

Collaborating and communicating with other program managers including, but not limited to, the Fitness Manager, Programs and Aquatics Manager, Clinic Manager, and Ball Club Wellness Center Manager.

Develop and implement procedures for protecting confidential member information, emergency contacts, youth information, health disclosures, and electronic records.

Monitor facility access and ensure only authorized individuals enter restricted areas.

The Wellness Center Membership and Reception Manager will have the authority to resolve complaints, issue warnings, restrict access when authorized, and elevate serious concerns to other managers including the Community Wellness Director and/or Associate Director.

Develop and implement incident reporting, emergency action plans, emergency drills, rescue documentation, near-miss reviews, and follow-up for Wellness Center incidents.

Report regularly on attendance, facility traffic, membership activity, denied access, complaints, incidents, and unresolved issues.

Report maintenance, equipment, security, or safety concerns to the appropriate department.

Enforce facility rules and policies consistently and respectfully.

Assist in the coordination and implementation of community-based activities, such as, walk/runs, health fairs, and youth/elder programming and other diabetes prevention/control related activities.

Enforce all policies and procedures of the Wellness Center.

Maintain confidentiality and professional ethics at all times.

Understanding and sensitivity to Native American culture.

Adhere to policies governing staff conduct.

All other duties as assigned.

Physical Requirements:

Ability to lift and carry up to 25 lbs.

Ability to stand, bend, and walk without restriction.

Exposure to infections and communicable disease is frequent in fitness center environments.

Subject to internal working conditions.

Non-smoking environment.