What are the responsibilities and job description for the Director of Hospitality & Membership position at YMCA of the USA?
Drive membership growth and community impact — lead the way as our Director of Hospitality & Membership!
Job Description
Salary starts at $59,000 per year and up based on experience
About The Role
As the Director of Hospitality & Membership, you will lead membership growth and retention efforts across the Crossroads YMCA. This role combines strategy and execution, working closely with branch teams to deliver a consistent, high-quality member experience. This is a highly visible leadership role that requires balancing big-picture strategy with day-to-day operational involvement. You will collaborate across departments, guide membership leaders, and serve as a subject matter expert in sales, service, and engagement.
Qualifications
What You’ll Bring
5 years of experience in hospitality, sales, marketing, or business development within a service-focused organization
Strong leadership and team development skills
Comfort using data and CRM systems to drive decisions
Ability to connect with diverse communities and stakeholders
Excellent communication, problem-solving, and organizational skills
Essential Functions
Drive Membership Growth & Strategy
Develop and execute organization-wide membership acquisition plans, including marketing campaigns and outreach strategies
Build partnerships with corporate and community organizations to expand membership opportunities
Analyze performance data and adjust strategies to meet growth and retention goals
Enhance the Member Experience
Lead initiatives that improve engagement, satisfaction, and retention
Design and implement systems for tracking prospects, gaining new members, and follow-up processes
Identify trends, challenges, and opportunities using data, surveys, and feedback
Lead and Develop Teams
Train, coach, and support membership staff in sales techniques, hospitality, and relationship building
Partner with branch leadership on hiring, onboarding, and staff development
Foster a culture of accountability, high performance, and service excellence
Collaborate Across the Organization
Work with program and branch leaders to align membership strategies with program offerings
Contribute to annual fundraising campaigns by engaging staff, volunteers, and members
Build relationships with community partners and stakeholders to support the YMCA mission
What Success Looks Like
Membership growth and retention goals are consistently met or exceeded
Staff deliver a welcoming, high-quality experience across all locations
Data systems provide clear, accurate insights to guide decisions
Strong partnerships and community connections support long-term sustainability
What You’ll Enjoy
Opportunity to shape the membership experience
Meaningful work aligned with a mission-driven organization
Leadership influence and the ability to develop teams and future leaders
Variety in work—from strategic planning to hands-on collaboration
What Can Be Challenging
Managing multiple priorities and projects
Balancing strategic planning with day-to-day operational demands
Driving consistent service standards
Working with data systems and reporting requirements that require strong attention to detail
Navigating a fast-paced, goal-driven environment with measurable performance expectations
What You’ll Bring
5 years of experience in hospitality, sales, marketing, or business development within a service-focused organization
Strong leadership and team development skills
Comfort using data and CRM systems to drive decisions
Ability to connect with diverse communities and stakeholders
Excellent communication, problem-solving, and organizational skills
Work Environment
This role operates primarily in a professional office setting with extended computer use, along with regular interaction across YMCA branches. Some physical activity (standing, walking, light lifting) and travel between locations may be required. A professional appearance and strong communication skills are essential.
Mission & Culture
You will be part of a mission-driven organization committed to strengthening communities through programs that support healthy spirit, mind, and body for all. Success in this role requires collaboration, operational excellence, and a commitment to continuous learning and growth.
Our benefits include access to UnitedHealthcare Medical coverage, along with complimentary dental and vision care for employees. Additionally, we provide free Long-Term Disability (LTD) and Life Insurance coverage, safeguarding you and your loved ones. We understand the importance of work-life balance, which is why we offer a generous Paid Time Off (PTO) policy, allowing you to recharge and enjoy quality time with your loved ones. Planning for your future is essential, and we're committed to helping you build a secure retirement. That's why we proudly offer a 12% employer contribution to your retirement savings, ensuring a brighter tomorrow. Your well-being is our priority, and our benefits reflect our dedication to supporting you every step of the way. We encourage our staff to take full advantage of our facilities. Full-time employees receive a complimentary family membership, along with 50% off most of our programs. It’s our way of supporting their health and well-being, while fostering a balanced and active lifestyle.
Job Description
Salary starts at $59,000 per year and up based on experience
About The Role
As the Director of Hospitality & Membership, you will lead membership growth and retention efforts across the Crossroads YMCA. This role combines strategy and execution, working closely with branch teams to deliver a consistent, high-quality member experience. This is a highly visible leadership role that requires balancing big-picture strategy with day-to-day operational involvement. You will collaborate across departments, guide membership leaders, and serve as a subject matter expert in sales, service, and engagement.
Qualifications
What You’ll Bring
5 years of experience in hospitality, sales, marketing, or business development within a service-focused organization
Strong leadership and team development skills
Comfort using data and CRM systems to drive decisions
Ability to connect with diverse communities and stakeholders
Excellent communication, problem-solving, and organizational skills
Essential Functions
Drive Membership Growth & Strategy
Develop and execute organization-wide membership acquisition plans, including marketing campaigns and outreach strategies
Build partnerships with corporate and community organizations to expand membership opportunities
Analyze performance data and adjust strategies to meet growth and retention goals
Enhance the Member Experience
Lead initiatives that improve engagement, satisfaction, and retention
Design and implement systems for tracking prospects, gaining new members, and follow-up processes
Identify trends, challenges, and opportunities using data, surveys, and feedback
Lead and Develop Teams
Train, coach, and support membership staff in sales techniques, hospitality, and relationship building
Partner with branch leadership on hiring, onboarding, and staff development
Foster a culture of accountability, high performance, and service excellence
Collaborate Across the Organization
Work with program and branch leaders to align membership strategies with program offerings
Contribute to annual fundraising campaigns by engaging staff, volunteers, and members
Build relationships with community partners and stakeholders to support the YMCA mission
What Success Looks Like
Membership growth and retention goals are consistently met or exceeded
Staff deliver a welcoming, high-quality experience across all locations
Data systems provide clear, accurate insights to guide decisions
Strong partnerships and community connections support long-term sustainability
What You’ll Enjoy
Opportunity to shape the membership experience
Meaningful work aligned with a mission-driven organization
Leadership influence and the ability to develop teams and future leaders
Variety in work—from strategic planning to hands-on collaboration
What Can Be Challenging
Managing multiple priorities and projects
Balancing strategic planning with day-to-day operational demands
Driving consistent service standards
Working with data systems and reporting requirements that require strong attention to detail
Navigating a fast-paced, goal-driven environment with measurable performance expectations
What You’ll Bring
5 years of experience in hospitality, sales, marketing, or business development within a service-focused organization
Strong leadership and team development skills
Comfort using data and CRM systems to drive decisions
Ability to connect with diverse communities and stakeholders
Excellent communication, problem-solving, and organizational skills
Work Environment
This role operates primarily in a professional office setting with extended computer use, along with regular interaction across YMCA branches. Some physical activity (standing, walking, light lifting) and travel between locations may be required. A professional appearance and strong communication skills are essential.
Mission & Culture
You will be part of a mission-driven organization committed to strengthening communities through programs that support healthy spirit, mind, and body for all. Success in this role requires collaboration, operational excellence, and a commitment to continuous learning and growth.
Our benefits include access to UnitedHealthcare Medical coverage, along with complimentary dental and vision care for employees. Additionally, we provide free Long-Term Disability (LTD) and Life Insurance coverage, safeguarding you and your loved ones. We understand the importance of work-life balance, which is why we offer a generous Paid Time Off (PTO) policy, allowing you to recharge and enjoy quality time with your loved ones. Planning for your future is essential, and we're committed to helping you build a secure retirement. That's why we proudly offer a 12% employer contribution to your retirement savings, ensuring a brighter tomorrow. Your well-being is our priority, and our benefits reflect our dedication to supporting you every step of the way. We encourage our staff to take full advantage of our facilities. Full-time employees receive a complimentary family membership, along with 50% off most of our programs. It’s our way of supporting their health and well-being, while fostering a balanced and active lifestyle.
Salary : $59,000