Lead Guest Services Associate- SC/KROC San Diego-13-004

Position Summary

The Lead Guest Services Associate I is responsible for providing quality customer service to members, clients and customers, in-person, via phone and email. The Lead Guest Services Associate I will serve as acting Manager-On-Duty, responding appropriately to incidents and reporting appropriately. Additionally, the Lead Guest Services Associate I will provide oversight to and supervision of Guest Services Associates, at the direction of the Membership Coordinator.

Essential Functions

• Provide excellent customer service to the community; ensure that all guests receive prompt, friendly and efficient service.
• Aid in the training and oversight of Guest Services Associates in the gymnasium.
• Maintain all Kroc Center cash handling and Accounting procedures.
• Process sales of memberships, classes, and programs, ensuring customer data is processed and stored.
• Perform tracking and record keeping as needed and at the direction of the Membership Department.
• Work with the Membership Department to track and report member visits according to protocol and in order to receive payment from third party vendors.
• Ensure that information communicated from Center managers and directors is understood and disseminated to all Guest Services Associates.
• Adhere to all RJKCCC Operations procedures and policies adopted by Administration.
• Observe all safety rules and regulations.
• Attend staff meetings and maintain training, as required.
• Maintain confidentiality.
• Assist in emergency situations, completing, calling in and filing reports appropriately.

Working Conditions

• Ability to walk, stand, bend, squat, climb, kneel and twist on an intermittent or sometimes continuous basis.
• Ability to be able to lift up to 10lbs.
• Ability to grasp, push, pull objects such as files, file cabinets drawers and reach overhead.
• Ability to operate computer, fax and telephone.

Minimum Qualifications

• At least 2 years’ experience as a Guest Services Associate (GSA) at the Kroc Center or similar facility.
• At least 1 year experience in a supervisory capacity.
• Bilingual (Spanish) preferred.

Skills, Knowledge & Abilities

• Must have or obtain First Aid/ CPR/ AED certifications with first 90 days of employment.
• Must be at least 21 years old.
• Must be able to communicate effectively with customers, peers & supervisors.
• Must comply with all applicable business, employment, and copyright law.
• Must have ability to work in a fast-paced, team environment and maintain poise under pressure.
• Must have ability to empathize and communicate with all populations, including low-income and vulnerable individuals.