Membership Desk

JOB DESCRIPTION - 

Job Title: Membership Desk Associate Job Code: 000003, 000005

FLSA Status: Non-exempt Job Classification: C

Reports to: Membership Director, Executive Branch Director Revision Date: 7/15/2026

MISSION: 

To put Judeo-Christian principles into practice through programs that build healthy spirit, mind, and body for all. 

POSITION SUMMARY:

The Membership Desk Associate is responsible for creating a welcoming, safe, and positive experience for YMCA members, program participants, guests, vendors, and community partners. This position greets individuals entering the facility, verifies membership or program enrollment, provides information regarding YMCA programs and services, processes payments, maintains accurate member records, and directs individuals to the appropriate areas or staff members.

The Membership Desk Associate must perform all responsibilities in accordance with the policies, procedures, safety standards, and service expectations established by YMCA management while supporting the mission, values, and goals of the organization.

This position requires regular, in-person interaction with members, guests, staff, and program participants. The essential functions of this position must be performed on-site at the YMCA and cannot be performed remotely.

Member and Guest Services

• Greet all members, program participants, guests, vendors, and community partners in a friendly, professional, and welcoming manner.
• Check in individuals entering the facility and verify that they have an active membership, authorized guest access, or enrollment in a program taking place at the time of entry.
• Follow all YMCA access-control procedures. Public entry is not permitted unless specifically authorized through an approved YMCA program, event, rental, tour, or guest process.
• Inform prospective members about available amenities, programs, membership options, fitness classes, and other services that may enhance their YMCA experience.
• Provide facility tours to prospective members and escort members or guests to appropriate areas when necessary.
• Build positive relationships with members and program participants by being consistently friendly, attentive, respectful, and helpful.
• Respond appropriately to member questions, concerns, complaints, and feedback, involving a supervisor when additional support is required.
• Identify and communicate opportunities for service improvement based on member and participant feedback.
• Maintain familiarity with programs, schedules, membership options, and services offered at all West End YMCA locations.
• Direct members and guests to the appropriate staff member, department, program, or YMCA location.

Communication and Administrative Responsibilities

• Answer incoming telephone calls professionally, provide accurate information, take detailed messages, and direct calls or messages to the appropriate staff member.
• Monitor and respond to front desk communications according to established procedures.
• Maintain accurate and confidential member files and update accounts as necessary.
• Protect the confidentiality of member, participant, employee, financial, and organizational information.
• Accurately enter registrations, membership changes, payments, notes, and other information into the YMCA’s membership or registration systems.
• Communicate important facility, program, membership, and safety information to members and guests.
• Work cooperatively with peers, supervisors, and other departments to support daily operations and further serve the community.

Payments and Financial Responsibilities

• Collect membership, program, rental, merchandise, and other approved payments.
• Process cash, check, credit card, and electronic transactions accurately and in accordance with YMCA procedures.
• Provide receipts and maintain accurate transaction records.
• Complete shift close-outs, cash counts, deposits, and supporting documentation as assigned.
• Immediately report cash discrepancies, transaction errors, or concerns to a supervisor.
• Maintain accountability for YMCA funds, equipment, keys, and other assigned property.

Safety and Facility Responsibilities

• Maintain awareness of activity throughout the facility and immediately report suspicious behavior, unauthorized access, safety concerns, policy violations, or emergencies.
• Inspect assigned areas of the facility for hazards, cleanliness concerns, damaged equipment, or maintenance needs.
• Notify management promptly of any condition that may affect the safety of staff, members, program participants, or guests.
• Follow YMCA emergency procedures and assist with evacuations, incident response, and communication as directed.
• Complete required incident, accident, behavioral, and facility reports accurately and promptly.
• Enforce YMCA policies, membership guidelines, and the Member Code of Conduct in a respectful, consistent, and professional manner.
• Provide courteous reminders to individuals who are not following YMCA policies and remain firm when necessary to protect the safety and experience of others.
• Contact a supervisor or appropriate emergency personnel when a situation exceeds the employee’s level of authority or training.
• Clean and maintain restrooms, lobby areas, equipment, counters, workstations, and other facility areas as needed.
• Keep the front desk organized, clean, professional, and free of confidential information.
• Follow all opening, closing, security, and facility access procedures.
• Perform all other duties as assigned.

PROFESSIONAL EXPECTATIONS

• Demonstrate the YMCA’s values of caring, honesty, respect, and responsibility.
• Maintain professional conduct, communication, appearance, and boundaries with members, participants, volunteers, and coworkers.
• Report to each scheduled shift on time, in the required uniform or dress code, and prepared to perform assigned responsibilities.
• Maintain reliable and consistent attendance.
• Remain attentive and actively engaged while working at the membership desk.
• Refrain from excessive personal phone use or other activities that interfere with member service, safety, or assigned responsibilities.
• Follow established procedures for requesting time off, reporting absences, and obtaining shift coverage.
• Attend required staff meetings, trainings, and in-service sessions.
• Accept coaching and feedback professionally and demonstrate continued improvement.
• Support a welcoming environment that respects individuals of all backgrounds, abilities, ages, and experiences.
• Maintain appropriate professional boundaries and follow all YMCA child abuse prevention and member protection policies.

QUALIFICATIONS

• High school diploma or GED equivalent preferred.
• Must meet the minimum age requirements established by the YMCA for the position.
• Must successfully complete a fingerprint-based background check and any other required employment screenings.
• Basic knowledge of computers, email, telephone systems, and business software.
• Ability to learn and accurately use YMCA membership, registration, and payment-processing systems.
• Previous customer service, front desk, retail, hospitality, administrative, or cash-handling experience preferred.
• Ability to accurately process payments and maintain basic financial records.
• Ability to communicate clearly, professionally, and respectfully in person, by telephone, and in writing.
• Ability to multitask and remain organized in a busy environment with frequent interruptions.
• Ability to exercise sound judgment and maintain confidentiality.
• Ability to work independently while also contributing positively as part of a team.
• Ability to address policy violations or inappropriate conduct respectfully, provide gentle reminders, and remain firm when necessary.
• Ability to remain calm and follow established procedures during emergencies, conflicts, or challenging interactions.
• Ability to work a flexible schedule, which may include early mornings, evenings, weekends, holidays, special events, and occasional schedule changes based on operational needs.
• Current CPR, AED, and First Aid certifications preferred or must be obtained within the timeframe established by the YMCA.
• Must complete all required YMCA onboarding, safety, member protection, child abuse prevention, and position-specific trainings within established deadlines.

PHYSICAL DEMANDS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• The employee is regularly required to use a computer, telephone, and other office or point-of-sale equipment for extended periods.
• The employee must be able to communicate clearly in person, by telephone, and through electronic devices.
• The employee is frequently required to sit, stand, walk, bend, reach, and move throughout the work environment.
• The employee may be required to remain standing at the membership desk for extended periods.
• The employee must occasionally lift, carry, push, or move items weighing up to 40 pounds.
• The employee must be able to respond promptly to situations occurring throughout the facility.
• Specific vision abilities required include close vision, distance vision, peripheral awareness, and the ability to adjust focus.
• The noise level in the work environment is generally moderate but may periodically become loud due to programs, events, fitness activities, and member traffic.

WORK ENVIRONMENT

• Work is performed primarily inside a YMCA membership and wellness facility.
• The employee will have frequent contact with children, adults, seniors, families, staff, volunteers, vendors, and members of the public.
• The position requires consistent on-site attendance and cannot be performed remotely.
• The employee may occasionally be exposed to cleaning products, wet surfaces, outdoor conditions, or varying temperatures while inspecting or assisting in different areas of the facility.

ACKNOWLEDGEMENT

I have read and understand the duties, responsibilities, qualifications, physical demands, and expectations outlined in this position description. I accept the position at the agreed-upon rate of pay and under the conditions communicated to me.

I understand that this job description is intended to describe the general nature and level of work performed and is not an exhaustive list of every responsibility that may be assigned. Duties and responsibilities may be modified based on the operational needs of the YMCA.

I agree to fulfill the requirements necessary to successfully perform the essential functions of this position. Through my performance, conduct, behavior, and interactions with staff, members, volunteers, program participants, and guests, I will support the mission and goals of the YMCA and make a positive contribution to the success of the organization.

Signed By: _____________________________________________________________

Date: _______________________

Print Name: ______________________________________________________________

Salary : $17