Manager on Duty (MOD) Salvation Army Kroc Center

Responsibilities

• Affords lead supervisory role, earning respect from staff, members, and guests
• Ensures the safety of members, guests, and staff at all times
• Reports any issues to the Membership Manager
• Observes the operations of the center, ensuring policies and procedures are adhered to
• Capable and willing to gather information and make informed decisions based on the needs of the Kroc Center and its members and guests
• Observes, assesses, and acts on situations to provide outstanding customer service
• Knowledgeable of all emergency codes and procedures, and implements/orchestrates these procedures as needed
• Has a basic working knowledge of all departments
• Assists with troubleshooting employee and facility issues and concerns
• Aids with POS transactions, cash handling, CCMS, etc.
• Aids with guest relations, such as café, welcome desk, fitness desk, check-in, etc.
• Engages and connects with staff and guests, serving as an example for the staff
• The primary point of contact for sensitive situations, including incidents/accidents, if a guest is disgruntled or would like to lodge a complaint
• Maintains progressive knowledge of the activities, programs, and marketing promotions occurring in the Center to ensure seamless execution and meet guest/member expectations
• Maintains the presence within the building and grounds, consistently checking in with each department, but not in a “predictable” pattern
• Aids with closing procedures related to kiosks, departments, and facility as needed, signing off on departmental checklists, ensuring they are accurate and complete
• Notes observations/incidents/concerns on the MOD Communication Log and provides recommendations
• Documents items that are observed and provides any helpful recommendations
• Models professional behavior, language, and decorum at all times
• Secures the POS area at the open and close of each shift

Qualifications

• High School diploma or GED equivalency
• College degree preferred
• Minimum of three years’ experience working in customer service and cash handling related industries
• Command of the English language and excellent verbal and written communication skills
• Good organizational skills
• Disciplined and has a strong presence
• Professional with good customer service and public relations skills
• Good conflict resolution skills
• Outgoing personality, reliable, and dependable
• Excellent computer skills; experience in working with Microsoft Office products, cash handling, and register sales
• Computer database application experience helpful
• Ability to use new software programs with basic training
• Complies with all applicable business, employment, and copyright laws
• Upholds and enhances public appreciation and trust for the nonprofit industry
• Maintains the confidentiality of all client information
• Within the first 30 days of employment, must have, or be able to obtain, First Aid/CPR, AED certification